ITOM​/CMBD Admin - RTH

CMDB Design & Maintenance

Develops and maintains a scalable CMDB aligned with the Common Service Data Model (CSDM).

Ensures all Configuration Items (CIs) and their relationships are accurately represented.

Implements governance policies to maintain data integrity and compliance.

Configures and optimizes Service Now Discovery to automatically identify and populate CI's.

Manage Discovery credentials, schedules, behavior tuning, and troubleshooting.

Monitor Discovery health, coverage, and success rates.

Drive continuous improvement of discovery patterns and data collection methods.

Integrates with tools like SCCM, Intune, Tenable, and other authoritative sources.

Evaluate, onboard, govern, and maintain CMDB authoritative sources.

Manages Identification and Reconciliation Engine (IRE) rules to prevent duplicates and ensure accurate data merging.

Conducts audits to validate CMDB data accuracy.

Removes stale, orphaned, or duplicate CIs.

Defines naming conventions and enforces change control processes.

Establish and manage CMDB governance processes.

Define data ownership, stewardship, and accountability models.

Develop and maintain CMDB standards, policies, and operating procedures.

Facilitate governance reviews with infrastructure, application, security, and business stakeholders.

Monitor CMDB health scores, Discovery completeness, and service mapping accuracy.

Use Health Scan and CMDB Query Builder to identify gaps and improve data quality.

Builds interactive dashboards and reports to monitor CMDB health and usage.

Tracks performance metrics and identifies areas for improvement.

Lead and maintain adoption of the Common Service Data Model (CSDM) across Business Applications, Business Services, Technical Services, Service Offerings, and related CMDB structures.

Partner with application, infrastructure, and business teams to define service ownership and service relationships.

Support the organization's transition to a service-aware operating model.

Design, implement, and maintain Service Mapping.

Ensure business-critical services have accurate dependency maps.

Support automated service mapping initiatives and ongoing map maintenance.

Works with teams across ITSM, ITOM, Security, Compliance, and Architecture, and IT as a whole.

Provides training and mentorship to ensure alignment with CMDB best practices.

Develops a roadmap to evolve the CMDB into a service-aware database.

Supports decision-making, risk management, and operational efficiency.

Implement and maintain Flow Designer, Orchestration, or Integration Hub for automated workflows.

Develop and manage automation policies for event remediation and service health improvement.

Configure and tune Event Management to correlate alerts and reduce noise.

Integrate with monitoring tools (e.g., Solar Winds, Dynatrace, SCOM) to enrich event data.

Maintain detailed documentation of configurations, integrations, and workflows.

Create knowledge articles or internal wikis for repeatable processes and troubleshooting.

Service Now ITOM

CMDB

Discovery

Service Mapping

Event Management

CSDM

Identification & Reconciliation Engine (IRE)

Integration Hub

Flow Designer

Asset Management integration concepts

Cloud discovery (Azure, AWS preferred)

REST/SOAP APIs

MID Server administration

Data Manager / Data Foundations experience