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