ServiceNow Consultant, CMDB

Milestone is a Service Now “Premier” Partner that works with many of the most recognizable brands in the world. Powered by the industry’s most innovative and talented minds, we are committed to helping organizations achieve “performance at the speed of business.” (Use the "Apply for this Job" box below)./

HYBRID - 3 days/week in-office

We are seeking a Senior-level Service Now Consultant and CMDB Expert to design, build, and maintain a high-quality Configuration Management Database (CMDB) that underpins IT Service Management (ITSM) and IT Operations Management (ITOM). You will own CMDB data modeling, discovery, service mapping, integrations, and data quality/governance using Service Now best practices and the Common Service Data Model (CSDM). This role partners closely with platform, infrastructure, security, and application teams to ensure the CMDB accurately reflects our technology estate and supports impactful use cases including incident, change, asset, event, observability, and risk.

• Design and implement CMDB data models aligned to CSDM (services, technical services, application services, service offerings).
• Define and maintain CI class structures, attributes, and relationship rules; rationalize and extend the data model as needed.
• Configure Identification and Reconciliation Engine (IRE) rules, de-duplication, precedence, and reconciliation strategies.
• Build and maintain Service Mapping (TPP/TPB) to create end-to-end maps for critical business and application services.

• Establish and track CMDB Health KPIs and drive continuous improvement.
• Implement guardrails, ACLs, data policies, and audit processes to maintain CI data accuracy and security.
• Lead CMDB governance routines and publish standards/documentation.
• Build/support integrations using Integration Hub, REST/SOAP APIs, JDBC, import sets, and transform maps.
• Integrate key sources such as Lansweeper, vCenter, cloud inventories, monitoring/observability tools (e.g., Datadog, Logic Monitor), and asset tools.
• Implement delta loads, error handling, and reconciliation to avoid CI duplication and drift.
• Develop scripts for periodic manual updates to non-automated data.
• Contribute to module enablement across ITSM/ITOM/SAM/HAM by providing reliable CMDB data.

• Translate business and operational requirements into CMDB and mapping solutions.
• Provide training and enablement to supporting teams; create runbooks and user guides.
• Support incident, problem, and change processes where CMDB data is a dependency.

• Monitor and remediate discovery failures, mapping gaps, and data quality issues.
• Provide on-call support as needed, including root cause analysis and preventive measures.
• Knowledge transfer of key CMDB information to stakeholder teams.

• 4+ years hands-on Service Now development with at least 3 years focused on CMDB, Discovery, and/or Service Mapping.
• Strong understanding of ITIL v3/4, configuration management, and the role of CMDB across ITSM/ITOM.
• Proven experience with:
• CSDM design and implementation.
• Discovery patterns, probes/sensors, credentials, and MID Server administration.
• Service Mapping for multi-tier applications and dependencies.
• IRE configuration, reconciliation, and data normalization.
• REST/SOAP integrations, Integration Hub, import sets, transform maps, and Glide scripting.
• Proficiency with CMDB Health dashboards, KPIs, and remediation workflows.
• Ability to troubleshoot network/application discovery issues (DNS, firewall, ports, protocols) and collaborate with infra teams.
• Experience working in Agile/Scrum, managing stories, and documenting technical designs/runbooks.

• Service Now certifications: CSA (Administrator), CAD (Application Developer), CIS–Discovery, CIS–Service Mapping, CIS–ITSM, or CIS–ITOM.
• Experience integrating with SCCM/Intune, vCenter, AWS/Azure/GCP native inventories, and observability tools.
• Knowledge of software/ham asset management data flows and normalization (e.g., SAM Publisher Packs).
• Familiarity with Event Management, AIOps, CMDB Query Builder, and Application Portfolio Management.
• Basic Linux/Windows administration for discovery.
• Exposure to security models, ACLs, encryption, and data privacy in Service Now.
• Experience with Automated Test Framework (ATF), update sets, and environment promotion.

• Bachelor’s degree in Computer Science, Information Systems, or equivalent experience.
• Service Now CSA required; additional CIS certifications strongly preferred.