CMDB Administrator

Position Summary

The CMDB Administrator plays a critical role in supporting the accuracy, reliability, and sustainability of the Service Now Configuration Management Database (CMDB). This position is responsible for executing detailed cleanup and remediation activities, validating and correcting CI records, improving data quality, and supporting the ongoing maturity of the CMDB in alignment with organizational standards, CSDM principles, and ITSM/ITOM needs.

The role collaborates closely with infrastructure, application, endpoint, and Service Now platform teams to resolve data issues, support Discovery and integration accuracy, and maintain a CMDB foundation that enables reliable operational processes such as change impact analysis, incident correlation, and event routing.

• Lead analysis and remediation of inaccurate, duplicate, stale, misclassified, or orphaned Configuration Items (CIs) within the Service Now CMDB
• Monitor and improve CMDB data quality using CMDB Health Dashboard, Completeness, Compliance, and Correctness metrics
• Oversee Service Now Discovery performance, coverage, scheduling, credential hygiene, and pattern effectiveness to ensure accurate CI population
• Ensure Discovery sources and inbound integrations are aligned with the Identification & Reconciliation Engine (IRE) to prevent CI duplication and data conflicts
• Partner with inventory, virtualization, monitoring, cloud, and other source system owners to validate inbound CMDB data and enforce authoritative source strategies
• Analyze Discovery and IRE errors, misidentification logs, and reconciliation outcomes to continuously improve CI accuracy
• Maintain foundational CI classes, attributes, and relationships required to support CSDM alignment, service modeling, and ITOM Visibility
• Ensure CI data adheres to Common Service Data Model (CSDM) standards to support downstream service mapping and operational use cases
• Validate CI ownership and support remediation of missing or incorrect CI Owner and Service Owner assignments
• Provide guidance, documentation, and training to teams interacting with the CMDB to promote consistent adoption of CMDB standards and best practices

• Service Now CMDB (CI Class Manager, relationships, CI lifecycle updates)
• CMDB Health Dashboard, CMDB Workspace, and data quality reporting tools
• Identification & Reconciliation Engine (IRE)
• Service Now Discovery (MID server, schedules, credentials, pattern, probes, sensors)

• Ability to interpret CMDB health metrics and execute targeted data correction tasks.

• Strong analytical, troubleshooting, and data validation capabilities.

• Ability to work collaboratively across multiple technical teams.
• VMware vCenter and virtualization inventory
• AWS/Azure cloud discovery and metadata mapping

• 2–4+ years of experience with Service Now administration, including direct work with CMDB records, class structures, data imports, or CI lifecycle updates
• Proven experience conducting data cleanup, correcting CI inaccuracies, and supporting Discovery or integration validations

• Bachelor’s degree or equivalent relevant experience
• Preferred:
  Service Now CSA certification; ITIL Foundation certification