Overview

The Senior Service Now CMDB Architect is responsible for designing, implementing, and governing the Configuration Management Database (CMDB) within the Service Now platform. This role ensures enterprise-wide configuration data accuracy, establishes configuration management processes and policies, and integrates the CMDB with ITOM, ITSM, Asset Management, Security, and other platforms. The architect serves as the technical and functional authority on CMDB architecture, data modeling, discovery strategies, service mapping, and configuration governance.

Key Responsibilities

• Define and own the CMDB data model, CI classes, relationships, and federation strategy aligned to organizational services and architecture standards.
• Owns enterprise CSDM adoption and CMDB architecture to enable standardized service modeling, high data quality, and reliable IT operations.
• Lead CMDB roadmap development, including maturity model evolution and multi-phase implementation planning.
• Establish and enforce CMDB data governance, CI class definitions, naming conventions, and standardized data ingestion patterns.
• Design CMDB integration patterns with Service Now ITOM (Discovery, Service Mapping, Event Mgmt, AIOps), ITAM/SAM, Sec Ops, Cloud platforms (AWS/Azure/GCP), and enterprise systems.
• Configure and optimize Discovery and Service Mapping to ensure accurate representation of application/infrastructure dependencies.
• Develop blueprints, business services definitions, dependency maps, and service topology models.
• Define and oversee Configuration Management policies and procedures, including CI lifecycle management, attestation, audit controls, and change-driven CI updates.
• Define and run CMDB health metrics, dashboards, compliance reporting, and exception remediation workflows.
• Lead CMDB audits, reconciliation, and normalization activities.
• Act as the primary CMDB subject matter expert to leadership, auditors, architecture governance boards, and operational teams.
• Conduct CMDB training, documentation, platform standards playbooks, and service onboarding processes.

Required Qualifications

• 7+ years of hands-on Service Now CMDB implementation and architecture experience.
• Proven track record in ITSM, ITOM, CSDM alignment, and CMDB governance.
• Deep expertise in Service Now platform architecture, scripting (JavaScript, Glide API), and integrations (REST/SOAP).
• Strong understanding of ITIL processes and mapping to Service Now.
• Service Now Certified System Administrator (CSA) – Required.
• Certified Application Developer (CAD) and CIS–ITSM/ITOM - Preferred.
• Excellent communication, leadership, and stakeholder management skills.
• Ability to lead large-scale implementations and mentor technical teams.
• Experience leading international teams

Preferred Skills

• Experience with cloud integrations (AWS, Azure, GCP).
• Familiarity with security and compliance frameworks.
• Advanced knowledge of CMDB health dashboards and reconciliation strategies.