Senior Specialist - Cloud & Infra Management

We are seeking an experienced Onshore CMDB Service Now ITOM Specialist to manage and optimize the Configuration Management Database (CMDB) and ensure accurate representation of enterprise IT infrastructure and service dependencies.

The role will focus on end-to-end lifecycle management of Configuration Items (CIs) leveraging Service Now ITOM Discovery and Service Mapping while ensuring strong data governance, automation and compliance to support operational and strategic decision‑making.

• Manage the end-to-end lifecycle of CIs across infrastructure, applications and services.
• Oversee CI creation, discovery, relationship mapping, maintenance and retirement.
• Ensure real‑time accuracy and completeness of CMDB data.

• Configure and manage Service Now Discovery and Service Mapping.
• Automate CI population, dependency mapping and update processes.
• Integrate CMDB with monitoring, provisioning and asset management systems.
• Develop and optimize discovery patterns and integration workflows.

• Establish and enforce CMDB governance policies, standards and data models.
• Define CI class structures, naming conventions and relationship standards.
• Ensure elimination of duplicate, stale or inconsistent data.
• Drive adherence to enterprise data quality frameworks.

• Monitor CMDB health dashboards covering completeness, correctness and compliance.
• Execute reconciliation and normalization jobs to align data across systems.
• Identify discrepancies between discovered data and production repositories.
• Drive continuous improvement initiatives for CMDB maturity.

• Develop custom CMDB dashboards, reports and KPIs for stakeholders.
• Provide insights into infrastructure dependencies, service impact and risk exposure.
• Support leadership with data‑driven inputs for decision‑making and audits.
• Track and report CMDB health metrics and improvement trends.

• Hands‑on experience with Service Now CMDB.
• Strong exposure to ITOM Discovery, Service Mapping and CMDB data modeling.
• Experience integrating CMDB with enterprise monitoring, cloud asset systems.

• Strong understanding of IT infrastructure, cloud, on‑prem, network and application environments.
• Good knowledge of ITIL/ITSM best practices.
• Exposure to Azure, AWS and hybrid architectures preferred.

• Ability to troubleshoot discovery issues, data synchronization failures, CI inconsistencies.
• Experience reading system logs, MID‑server logs and debugging patterns.
• Ability to write and modify scripts and discovery patterns.

• Experience defining and maintaining CMDB governance frameworks.
• Knowledge of data audits, compliance checks and reporting structures.
• Collaborate with Cloud Ops, Dev Ops, Infrastructure and Service Desk teams.
• Support transformation programs involving ITOM and observability platforms.

• Work with cross‑functional teams to align CMDB with business and operational needs.

Experience in large enterprise CMDB implementations or transformation projects.

• Understanding of IT Asset Management (ITAM) and its linkage with CMDB.
• Exposure to observability and monitoring platforms such as Datadog, Splunk, Dynatrace etc.
• Basic knowledge of cloud‑native services across Azure, AWS, VMs, containers and serverless.
• Exposure to Agile delivery models and Service Now development lifecycle.

Actual compensation within the range will be dependent upon the individual's skills, experience, performance, and internal equity.

The range displayed on each job posting reflects the minimum and maximum salary target for the position across all US locations. Within the range, individual pay is determined by work location, job level and additional factors including job‑related skills, experience and relevant education or training. Depending on the position offered, other forms of compensation may be provided as part of overall compensation such as an annual performance‑based bonus, sales incentive pay and other variable compensation.