SME - Configuration Management

Job Summary

Manage CMDB End to End:

Key Responsibilities

Job Description – CMDB Administrator\r\n Role Summary\r\n The CMDB Administrator is responsible for the accuracy, completeness, and governance of the Configuration Management Database (CMDB) within Service Now. The role ensures that configuration items (CIs) are correctly modeled, maintained, and aligned with ITIL/ITSM processes to support incident, problem, change, asset, and service lifecycle management.\r\n\r\n Key Responsibilities\r\nCMDB Data Management & Governance\r\n\r\n Own end-to-end CMDB administration including CI creation, maintenance, retirement, and reconciliation.\r\n Ensure data quality (accuracy, completeness, compliance, and timeliness) across all CI classes.\r\n Implement and enforce CMDB governance model, naming conventions, and data standards.\r\n Perform regular CMDB audits, health checks, and remediation activities. CMDB Proje...opy_537565 | PDF\r\n\r\nCI Modeling & Relationships\r\n\r\n Design and maintain CI class models, attributes, and relationships in line with service architecture.\r\n Maintain dependency mapping between infrastructure, applications, and business services.\r\n Support service mapping and relationship accuracy for impact analysis and change risk assessment.\r\n\r\n Integration & Discovery\r\n\r\n Support and monitor Service Now Discovery, integrations, and data sources feeding the CMDB.\r\n Validate data ingestion from multiple sources (network tools, cloud, asset systems, integrations).\r\n Troubleshoot reconciliation and data transformation issues. CMDB Scope of Work | PDF\r\n\r\n Process Alignment\r\n\r\n Ensure CMDB alignment with Incident, Problem, Change, Asset, and ITOM processes.\r\n Support asset lifecycle management including EOL/EOS tracking and retrofit processes.\r\n Work closely with Change Management to ensure CI impact and risk are accurately captured.\r\n\r\n Reporting & Continuous Improvement\r\n\r\n Create and maintain CMDB health dashboards and reports.\r\n Track KPIs such as CI coverage, accuracy %, relationship completeness, and audit failure rate.\r\n Drive continuous improvement initiatives based on CMDB metrics and audit results. CMDB Proje...opy_537565 | PDF\r\n\r\n Stakeholder & Operational Support\r\n\r\n Act as CMDB SME for operations, service delivery, and customer stakeholders.\r\n Support audits, governance forums, and customer reviews.\r\n Provide guidance and training to operational teams on CMDB usage and best practices.\r\n\r\n\r\n Required Skills & Experience\r\n Technical Skills\r\n\r\n Strong hands-on experience in Service Now CMDB administration.\r\n Good understanding of ITIL / ITSM processes and CMDB best practices.\r\n Experience with:\r\n\r\nCI Class Manager\r\n Discovery & Integrations\r\n Reconciliation rules\r\n Asset & lifecycle relationships\r\n\r\n\r\n Ability to analyze CMDB data issues and perform root cause analysis.\r\n\r\n Functional Skills\r\n\r\n Strong analytical and documentation skills.\r\n Experience supporting TNM or managed service delivery models.\r\n Ability to work with cross-functional teams (Network, Workplace, Cloud, Service Desk).r\n\r\n Preferred Qualifications\r\n\r\n Service Now certifications (CSA / CIS – CMDB or ITOM) – preferred.\r\n Prior experience supporting CMDB cleanup, realignment, or transformation projects.\r\n Exposure to large-scale enterprise environments with complex CI landscapes

Skill Requirements

CMDB Admin

Other Requirements

NA