ServiceNow CMDB Governance & Administration

Job Title:

Sr. Manager Service Now CMDB & Asset Governance

Location:

Bridgewater, NJ

Duration: 12+ months contract

At Legend Biotech, our Service Now platform (Polaris) is the backbone of IT service delivery, asset management, and enterprise automation. The Sr. Manager Service Now CMDB & Asset Governance is a critical technical role responsible for the integrity, accuracy, and governance of the Configuration Management Database (CMDB) and IT Asset Management (ITAM) processes within Legend's Service Now environment. This role owns the end-to-end CMDB lifecycle from automated device discovery via Microsoft Intune Graph API integration to CI class governance, hardware asset tracking, and compliance reporting.

The ideal candidate brings strong API expertise, deep knowledge of Microsoft Intune and Microsoft Entra , and proven experience maintaining enterprise-grade CMDB data quality in regulated environments driving standardized, automated lifecycle processes to reduce manual effort and improve scalability.

• Lead the stabilization and transformation of CMDB and IT Asset Management processes within Service Now. The role focuses on improving data quality, governing multiple data sources (Discovery, Intune, and manual inputs), establishing sustainable ownership and lifecycle management.
• Deep knowledge of the CMDB data model, CI class hierarchy, IRE (Identification & Reconciliation Engine), Discovery patterns, probes, sensors, and service mapping. Experience with CSDM (Common Service Data Model) alignment.
• Own and maintain the Service Now CMDB (Polaris) across all CI classes compute, network, application, cloud, and mobile ensuring data accuracy, completeness, and health.
• Administer CMDB identification rules, reconciliation policies, and deduplication logic to prevent duplicate or orphaned CI records.
• Execute and manage Data Manager policies for bulk CI updates, retirement, deletion, and archival.
• Create and maintain CMDB queries, Dynamic CI Groups, and health dashboards for CI class owners, analysts, and management.
• Ensure the CMDB is updated upon successful change implementation and reflects accurate service-impact data.
• Ability to design, deploy, and manage Service Now MID Server clusters across network segments. Deep knowledge of ECC queue processing, MID Server capabilities (Discovery, Orchestration, Event Management), upgrade procedures, credential stores, and SSL/TLS configuration. Must be able to diagnose MID Server connectivity failures, probe timeouts, and ECC queue backlogs independently.

• Build a trusted CMDB & IT Asset Governance foundation that enables reliable operations, decision-making, and audit readiness.
• Manage the full hardware asset lifecycle procurement, allocation, assignment, maintenance, and retirement within Service Now  and _hardware tables.
• Maintain accurate asset records including ownership, financial data, stockroom location, support accountability, and legal entity assignment.
• Govern the three-tier asset onboarding model used at Legend Biotech:
• Automatic pull from Microsoft Intune (First Preference)
• ESC catalog item driven ITAM admin updates (Second Preference)
• Direct CMDB/asset table updates by ITAM admins (Third Preference)
• Manage asset offboarding and state transitions through Service Now SCTASK resolver workflows. Microsoft Intune Integration & API Management
• Proficiency in Microsoft Endpoint Manager / Intune device inventory, compliance policies, and Graph API. Ability to build automated sync pipelines that populate and reconcile Service Now CMDB hardware CIs from Intune data.
• Own and maintain the Microsoft Intune Graph Connector Plugin (_integrat) integration within Service Now, including:
• Scheduled imports from Microsoft Graph API ()
• Staging table management (_integrat_computer)
• Transform maps to _computer CMDB records.
• Manage Entra App Registration authentication for Graph API connectivity.
• Monitor and resolve integration failures, data sync gaps, and field mapping issues between Intune and CMDB.
• Maintain field mappings including device
  
  Name, serial
  
  Number, operating
  
  System, user
  
  Principal
  
  Name, chassis
  
  Type, and discovery source (SG-Intune).

• Collaborate with the Identity team to ensure accurate user-to-device and user-toCI associations via Entra  into Service Now  table.
• Support and maintain Entra  field mapping and dynamic reference table updates (Department, Cost Center, Country, Company).
• Ensure Entra App Registration, OAuth, and REST Message configurations remain functional and secure for CMDB and asset data flows.

• Proficient in Table API, Aggregate API, Import Set API, Attachment API, and Scripted REST API development. Must be able to design authentication flows (OAuth 2.0, Basic, mTLS), build payload transformation logic in server-side JavaScript, and implement robust error handling and retry patterns. Design, build, and maintain REST API integrations between Service Now CMDB…