ServiceNow CMDB​/CSDM Analyst

Location:

100% remote, seeking candidates located in LATAM. Contract Length: 1 year, with potential for extension. Contract Rate: $40-45 per hour in USD. Final rate will be determined based on relevant experience and overall fit for the position.

NTT DATA is seeking a Service Now CMDB/CSDM Analyst with strong Service Now expertise to maintain the accuracy, integrity, and maturity of configuration data while aligning the environment with the Common Service Data Model (CSDM). This role combines CMDB governance, ITOM capabilities, Service Now development, stakeholder consultation, and end-to-end platform support.

• Implement and enforce CSDM standards for Business Applications, Application Services, Technical Services, and related configuration data.
• Monitor CMDB Health Dashboards and remediate duplicate, orphaned, stale, or inaccurate configuration items.
• Define and maintain CI classes, attributes, naming conventions, relationships, configuration baselines, and data lifecycle standards.
• Manage and troubleshoot Service Now Discovery, Service Mapping, MID Server configurations, discovery schedules, and third‑party data ingestion.
• Work with IT teams to align Configuration Management with Incident, Change, Asset Management, ITSM, ITAM, and ITOM processes.
• Support hardware and software asset management through data centralization, normalization, vendor and contract information, cost optimization, and risk reduction.
• Lead requirements workshops, capture business and user requirements, estimate level of effort, and explain platform capabilities to technical and non-technical stakeholders.
• Design, configure, develop, and support Service Now workflows, integrations, applications, and out‑of‑the‑box platform capabilities.
• Apply Service Now development best practices using Business Rules, Glide scripting, UI Policies, Flow Designer, ACLs, and update sets.
• Assess the impact of platform changes, coordinate development activities, and help minimize technical debt.
• Support the full development lifecycle, including requirements gathering, system design, testing, verification, documentation, deployment, clone and promotion activities.
• Create data dictionaries, data‑flow diagrams, CSDM documentation, knowledge articles, demos, and proof‑of‑concepts.
• Assist with platform roadmap planning, annual upgrades, operations, maintenance, security patching, and vulnerability remediation.
• Provide off‑hours support for release deployments when required.

• At least 3 years of relevant Service Now experience.
• At least 3 years of Service Now development experience, including Business Rules, Glide scripting, UI Policies, Flow Designer, and ACLs.
• Hands‑on experience with Service Now CMDB, CSDM, ITOM, Discovery, and Service Mapping.
• Practical implementation experience across multiple Service Now applications, including CMDB, Discovery, ITAM, ITSM, or ITOM.
• Experience configuring and maintaining MID Servers.
• Experience designing and developing Service Now solutions in an Agile software development environment.
• Understanding of IT infrastructure, including servers, networks, cloud environments such as AWS or Azure, and enterprise applications.
• Ability to analyze large datasets, identify trends, and remediate data‑quality issues.
• Experience leading workshops, gathering requirements, estimating effort, and communicating platform capabilities in clear business language.
• Strong documentation, diagramming, interpersonal, and communication skills.
• Ability to work effectively in a fast‑moving environment with minimal supervision.

• Experience with Service Portal UI design and configuration.
• Knowledge of organizational change management and communications.
• Experience supporting annual upgrades, platform performance…