ServiceNow Data and CMDB Specialist

Role Overview

The Service Now Data and CMDB Specialist is responsible for the governance, quality and ongoing development of data held within the Service Now platform, with particular responsibility for the Configuration Management Database (CMDB), service data, and reporting and insight delivered through or sourced from Service Now. The role makes sure Configuration Items (CIs), their relationships and supporting service data are accurate, complete and kept up to date.

This provides a reliable source of information for service management processes, operational decision-making, risk management, automation and the introduction of new services and technologies. The role also oversees the quality of data supplied to Service Now by other systems. Working with source-system owners and integration teams, the role holder establishes clear ownership, agreed data standards and appropriate controls. They do not own the source systems but are responsible for identifying and coordinating the resolution of issues that affect the quality of data used within Service Now.

Service Now is an enterprise-wide platform supporting Business Teams and functions across the firm, including Information Technology, M&BD, Finance, People, Knowledge, the Office of the General Counsel, Operations and Communications. It operates across one production and four sub-production instances and includes a broad range of Service Now products, custom scoped applications and enterprise integrations. The Service Portal is available to all users across the firm.

Specific duties or responsibilities may be reviewed from time to time to reflect changes in personnel and management structure, staff location or services. All members of the firm participate in our Responsible Business program. Own the governance, quality and ongoing maturity of the Service Now CMDB, making sure CI data and relationships are accurate, complete, current and fit for purpose, and maintain the CMDB data model, CI classes, attributes, relationships and lifecycle standards in line with Service Now best practice and the Common Service Data Model (CSDM).

Own the service mapping data model, governance and quality standards, working with service owners and Platform Engineering to make sure business applications, application services, technical services and supporting infrastructure are recorded and related at the appropriate level. Work with service, application, infrastructure and data owners to agree ownership, data requirements and responsibilities for maintaining configuration and service data, and maintain appropriate controls for creating, updating, reconciling, retiring and deleting CIs.

Monitor CMDB health through regular data-quality reviews covering completeness, correctness, compliance, duplication, stale records and missing or inaccurate relationships, investigate root causes and work with the relevant owners to agree and track corrective action. Establish governance standards for data supplied to Service Now by other systems, including authoritative sources, ownership, definitions, quality expectations and frequency of updates, and maintain a clear record of the main data sources, owners, integration dependencies and agreed controls.

Work with source-system owners and integration teams to understand how data moves between systems, monitor and reconcile data received through inbound feeds and integrations, and coordinate corrective action where issues are found. Consider data-governance requirements when new integrations, services and automation are being designed, and work with the Principal Service Now Developer, Service Now Solutions Developer and Senior Service Now Platform Specialist to make sure integrations, discovery sources, imports and automated feeds update Service Now data correctly.

Define and validate CMDB and data requirements for platform changes and integrations, and support the effective use of Service Now Discovery, Service Mapping and other tools used to populate and maintain the CMDB. Work with asset owners to maintain appropriate alignment between configuration and asset data, without taking ownership of the underlying asset-management processes. Represent CMDB, data-governance and reporting considerations in relevant project, design and change discussions, and promote the effective use of CMDB and service data across Incident, Problem, Change, Asset and other relevant Service Now processes.

Own the standards and governance for Service Now…