ServiceNow Data and CMDB Specialist

Job Title

Service Now Data and CMDB Specialist

London, Birmingham and Johannesburg

IT Service Management Applications

35 hours per week, 9:30am to 5:30pm but additional hours may be required. We are happy to consider agile and flexible working patterns. Our approach to hybrid working allows for up to 40% of time working from home and 60% working in the office, please contact a member of the recruitment team to discuss further.

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.

The right candidate brings practical Service Now CMDB and reporting experience, strong analytical skills and the ability to build effective working relationships. They are comfortable managing their own workload, investigating complex data issues and making recommendations based on the available evidence.

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…