Job Description

WO value -220k

Job Title: Service Now CMDB / CSDM Product Manager

Loction

• Pune / Hyderabad

Experience: 7 ~ 10 Years (Service Now CMDB Product Ownership Mandatory)

CMDB Implementation Specialist

We require hands-on Service Now CMDB technical contractors to design, implement, integrate, and stabilise an enterprise-grade CMDB aligned to CSDM for a regulated banking environment.

Both contractors will work as full-stack CMDB engineers, owning configuration, integrations, discovery, service mapping, data quality, and governance controls to enable service visibility, operational resilience, and AI-enabled service management.

1. Key Responsibilities

• Configure and administer Service Now CMDB aligned to CSDM

• Design and maintain CI class models, relationships, lifecycle states, and reconciliation rules

• Implement and operate Service Now Discovery and Service Mapping for Tier-1 / critical services

• Configure MID Servers, data sources, and automated CI ingestion

• Build and support integrations using Integration Hub, APIs, and transform maps

• Implement de-duplication, source-of-truth, and certification controls

• Configure and monitor CMDB Health dashboards (completeness, correctness, compliance)

• Support CMDB use cases for Incident, Change, Problem, ITOM, and AIOps

• Produce technical documentation and support operational handover

2. Required Skills & Experience

• 4–6+ years of hands-on Service Now platform experience

• Strong expertise in:

• CMDB

• Discovery

• Service Mapping

• Integration Hub / APIs

• Proven experience implementing CSDM

• Experience in banking or regulated environments preferred

• Strong understanding of CI lifecycle, service modelling, and dependency mapping

• Service Now certifications (CSA, CIS, CSDM) desirable

3. Deliverables & Success Measures

• CSDM-aligned CMDB implemented and operational

• 95% CMDB data quality (completeness and accuracy)

• Tier-1 services fully mapped with validated dependencies

• Reduction in manual CMDB updates and incident impact assessment time

• Audit-ready CMDB with defined ownership and certification

4. Business Outcome

These contractors will establish a trusted, automated CMDB foundation enabling:

• Faster and more accurate incident impact analysis

• Improved change risk assessment

• Operational resilience for critical services

• AI-ready service management and AIOps capabilities

͏

Do

**Provide adequate support in architecture planning, migration & installation for new projects in own tower (platform/dbase/ middleware/ backup)**
	- Lead the structural/ architectural design of a platform/ middleware/ database/ back up etc. according to various system requirements to ensure a highly scalable and extensible solution

	- Conduct technology capacity planning by reviewing the current and future requirements

	- Utilize and leverage the new features of all underlying technologies to ensure smooth functioning of the installed databases and applications/ platforms, as applicable

	- Strategize & implement disaster recovery plans and create and implement backup and recovery plans

**Manage the day-to-day operations of the tower**
	-  Manage day-to-day operations by troubleshooting any issues, conducting root cause analysis (RCA) and developing fixes to avoid similar issues.

	- Plan for and manage upgradations, migration, maintenance, backup, installation and configuration functions for own tower

	- Review the technical performance of own tower and deploy ways to improve efficiency, fine tune performance and reduce performance challenges

	- Develop shift roster for the team to ensure no disruption in the tower

	- Create and update SOPs, Data Responsibility Matrices, operations manuals, daily test plans, data architecture guidance etc.

	- Provide weekly status reports to the client leadership team, internal stakeholders on database activities w.r.t. progress, updates, status, and next steps

	- Leverage technology to develop Service Improvement Plan (SIP) through automation and other initiatives for higher efficiency and effectiveness

͏

Team Management

**Resourcing**
	- Forecast talent requirements as per the current and future business needs

	- Hire adequate and right resources for the team

	- Train direct reportees to make right recruitment and selection decisions

**Talent Management**
	- Ensure 100% compliance to Wipro’s standards of adequate onboarding and training for team members to enhance capability & effectiveness

	- Build an internal talent pool of Hi Pos and ensure their career progression within the organization

	- Promote diversity in leadership positions

**Performance Management**
	- Set goals for direct reportees, conduct timely performance reviews and appraisals, and give constructive feedback to direct reports.

	- Ensure that organizational programs like Performance Nxt are well understood and that the team is taking the opportunities presented by such programs to their and their levels below

**Employee Satisfaction and Engagement**
	- Lead and drive engagement initiatives for the team

	- Track team satisfaction scores and identify initiatives to build engagement within the team

	- Proactively challenge the team with larger and enriching projects/ initiatives for the organization or team

	- Exercise employee recognition and appreciation

͏

Deliver

		No
		Performance Parameter
		Measure
		1
		Operations of the tower
		SLA adherence

		Knowledge management

		CSAT/ Customer Experience

		Identification of risk issues and mitigation plans

		Knowledge management
		2
		New projects
		Timely delivery

		Avoid unauthorised changes

		No formal escalations

͏