Role Overview:The CMDB & ITOM Specialist will be responsible for designing, implementing, and maintaining the Configuration Management Database (CMDB) with a strong focus on ServiceNow. This role ensures the accuracy, completeness, and integrity of Configuration Item (CI) data, enhances operational visibility through ITOM modules, and drives continuous improvement initiatives.
Key Responsibilities:- Design, implement, and maintain the Configuration Management Database (CMDB) ensuring accuracy, completeness, and integrity of CI data.
- Configure and manage ServiceNow Discovery, including probes, sensors, and MID servers for automated CI population.
- Establish and enforce CMDB governance policies, naming conventions, and data standards.
- Perform CMDB audits, reconciliation, and data quality improvements to maintain trusted configuration data.
- Lead and support Service Mapping initiatives to map business services and their dependencies.
- Configure and support ITOM modules (Event Management, Orchestration, Discovery) to improve operational visibility.
- Integrate CMDB with external tools and data sources (monitoring, infrastructure, cloud platforms).
- Collaborate with infrastructure, application, and platform teams to ensure accurate CI population and relationship mapping.
- Provide reporting and insights on CMDB health, coverage, and data quality metrics.
- Support incident, problem, and change management processes using accurate CMDB data.
- Drive continuous improvement and automation initiatives across CMDB and ITOM processes.
- Maintain detailed documentation, SOPs, and configuration standards.
Required Skills:- 5-10 years of experience in IT Service Management and IT Operations with a strong focus on CMDB and ITOM.
- Strong expertise in CMDB design, implementation, and governance, including CI lifecycle management and relationship mapping.
- Hands-on experience with ServiceNow Discovery, including MID Servers, probes, patterns, and credential management.
- Experience in Service Mapping and dependency mapping across enterprise applications.
- Strong knowledge of ITOM modules such as Event Management, Orchestration, and Cloud Discovery.
- Experience in CMDB data reconciliation, normalization, and data quality management.
- Good understanding of ITIL processes (Incident, Problem, Change, Release) and their integration with CMDB.
- Exposure to integration with external data sources (e.g., monitoring tools, infrastructure platforms).
- Familiarity with scripting or automation (JavaScript, PowerShell, APIs) for CMDB Discovery customization.
- Strong analytical, troubleshooting, and stakeholder communication skills.
Qualifications:- 5-10 years of experience in IT Service Management and IT Operations.
- Certifications: ServiceNow CSA/CIS (Discovery, CMDB, ITOM preferred).
