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CSDM / CMDB Lead ServiceNow

Role Summary

To lead the design, implementation, and operation of an enterprise Configuration Management capability on ServiceNow, aligned with the Common Service Data Model (CSDM), enabling end-to-end service visibility, high CMDB data quality, and ITSM/ITOM process enablement.

Responsibilities

CMDB & CSDM Architecture
To design, implement, and maintain an enterprise CMDB aligned to ServiceNow CSDM standards
To define and govern Business Applications, Application Services, Technical Services, and Infrastructure CIs
To establish CI class models, naming conventions, normalization rules, and CI lifecycle management
To align CMDB architecture with Enterprise Architecture (EA) standards and reference models
To participate in architecture review boards and design forums
To ensure all new platforms, applications, and services are CMDB-ready by design
To maintain CSDM reference architecture and service modeling standards as part of the enterprise blueprint
To provide CMDB impact assessments for major transformation and platform initiatives

Service Mapping & Dependency Modeling

To lead end-to-end service mapping across application, service, and infrastructure layers
To configure, operate, and optimize Service Mapping for on-prem, cloud, and hybrid environments
To build and maintain service dependency maps for critical business services
To enable impact analysis for Incident, Change, Problem, and Major Incident Management processes

Discovery & Service Graph Integrations

To manage and optimize ServiceNow Discovery
To normalize, reconcile, and enrich CI data from multiple data sources, including cloud, network, endpoint, and asset platforms
To implement and maintain Service Graph integrations for automated CMDB population
To ensure continuous and automated refresh of CMDB data

Key Deliverables

To deliver an enterprise CMDB aligned with CSDM standards
To deliver end-to-end service maps across applications and infrastructure
To deliver Discovery and Service Graph integrations
To deliver CMDB governance, certification, and audit frameworksTo deliver CMDB data quality dashboards and scorecards

Required Skills & Experience

To have 10+ years of experience in CMDB, Configuration Management, or ITOM roles
To have 5+ years of hands-on experience with ServiceNow CMDB
To demonstrate strong expertise in CSDM, Service Mapping, Discovery, Service Graph Connectors, and CI normalization
To have experience building CMDBs for hybrid cloud, enterprise infrastructure, and business applications
To possess strong understanding of ITSM, ITOM, AIOps, and observabilityTo have experience running CMDB governance and certification programs

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