Job Description & How to Apply Below
Join Verdantas – A Top #ENR 81 Firm!
We at Verdantas , looking for Service Configuration Manager (CMDB) & ITOM Lead to join our team.
The Service Now Configuration Manager (CMDB) & ITOM Lead will be responsible for the overall accuracy, governance, and operational maturity of the Service Now CMDB and ITOM capabilities. This role ensures configuration data is trustworthy, standardized, and effectively supports IT Service Management, IT Operations, Security, and business decision-making.
The individual will lead CMDB strategy, oversee Discovery and Service Mapping, define data governance standards, and partner closely with infrastructure, cloud, security, and application teams to drive operational visibility and service reliability.
This role is a key enabler of ITSM maturity, operational reporting accuracy, and successful integration of acquired entities into the enterprise service management model.
Responsibilities:
CMDB Governance & Configuration Management
Own the CMDB strategy, roadmap, and operating model aligned with ITIL Configuration Management practices
Define and enforce CMDB policies, standards, class models, naming conventions, and lifecycle processes
Establish and enforce a CI ownership and accountability model, including defined data stewards, escalation paths, and enforcement of accountability for maintaining data quality
Establish data quality controls, KPIs, and continuous improvement mechanisms
Ensure CMDB accuracy, completeness, and compliance across on‑prem, cloud, and hybrid environments
Act as the CMDB product owner, balancing technical requirements and business priorities
ITOM – Discovery, Service Mapping, and Event Management
Lead Service Now Discovery and Service Mapping design, implementation, and ongoing optimization
Define discovery schedules, credentials, patterns, and scopes across infrastructure, cloud, and platforms
Ensure reliable population of CIs and relationships into the CMDB
Partner with application and infrastructure teams to map critical business services end‑to‑end
Lead the design, implementation, and governance of ITOM Event Management capabilities, including integrating alerts from monitoring tools, reducing noise through correlation, and improving incident detection and response
Improve operational visibility by reducing monitoring gaps and ensuring accurate service dependency mapping
Service Enablement & Process Integration
Enable downstream Service Now processes (Incident, Change, Problem, Asset, Sec Ops, and ITOM including Event Management and Health) through reliable CMDB data
Ensure CMDB is actively embedded into Incident, Change, and Problem Management, including:
CI usage enforcement
Dependency-based impact analysis
Root cause and trend support
Collaborate with ITSM, ITAM, Sec Ops, Cloud, and Network teams to align data ownership and responsibilities
Ensure proper integration of CMDB data from external sources (cloud providers, monitoring tools, endpoint tools, etc.)
Support impact analysis, root cause analysis, and change risk assessment
M&A / Acquisition Integration Support
Lead CMDB and ITOM integration for acquired entities, including onboarding of infrastructure, applications, and services into the CMDB
Align acquired environments to enterprise CMDB standards, class models, and governance practices
Support Day 1 readiness and early-stage operational stability by ensuring visibility of critical services and support ownership
Partner with ITSM and Helpdesk teams to ensure seamless transition into standard support and operational processes
Reporting, Metrics & Data Quality
Define and deliver standardized CMDB and ITOM reporting, including:
Data quality metrics (completeness, accuracy, timeliness)
Discovery coverage and health
Service mapping coverage (critical services)
CI usage across ITSM processes
Provide regular reporting and insights to leadership to support operational and strategic decisions
Drive continuous improvement based on data, trends, and operational feedback
Automation, AI & Continuous Improvement
Partner with automation and AI initiatives to ensure CMDB data supports accurate ticket classification, routing, and decision-making
Establish feedback loops from…
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