Manager – ServiceNow CMDB, ITOM, ITAM

Key Responsibilities

• Data Governance & Integrity:
  Enforce data standards, naming conventions, and relationship rules across all Configuration Items (CIs) to maintain high data quality.
• Discovery & Mapping:
  Oversee automated asset discovery tools (e.g., Service Now Discovery) and service mapping to ensure infrastructure components are accurately represented.
• Health Monitoring:
  Track CMDB health metrics—focusing on the "3 C's":
  Completeness, Correctness, and Compliance.
• Integration Management:
  Ensure seamless, reconciled data flows from third‑party sources and authoritative systems into the CMDB using ETL, REST, and APIs.
• Audit & Compliance:
  Provide CMDB reporting and data lineage evidence to support internal and external risk and compliance audits.
• Stakeholder
  
  Collaboration:
  
  Partner with Incident, Problem, and Change Management teams to ensure that configuration changes are properly documented and evaluated.
• Platform Expertise:
  Hands‑on experience with enterprise ITSM/ITOM platforms, particularly Service Now (including modules such as CSDM and Discovery).
• Process Frameworks:
  Strong understanding of ITIL best practices (ITIL 4 Foundation or higher preferred).
• Data Management
  
  Skills:
  
  Experience handling large‑scale data reconciliation, normalization, and identification rules.
• Analytical Thinking:
  Ability to translate complex IT infrastructure requirements into scalable, logical data models.
• Communication:
  Leadership and mentoring skills to train technical teams and educate stakeholders on configuration management processes.

• Education:
  
  Bachelor’s Degree in Computer Science, Information Technology, or a related field.
• Experience:
  
  12+ years of experience in IT Service Management, with 5+ years specifically leading CMDB initiatives or managing configuration processes.
• Recommended
  
  Certifications:
  
  ITIL v3/4, Service Now Certified System Administrator (CSA), or Service Now Certified Implementation Specialist (CIS) for Discovery or CMDB.

• ITIL v3
• ITIL v4
• Service Now Certified System Administrator
• Service Now Certified Implementation Specialist