01Overview
Role & responsibilities
Key Responsibilities
Configure and administer ServiceNow CMDB aligned to CSDM
Design and maintain CI class models, relationships, lifecycle states, and reconciliation rules
Implement and operate ServiceNow Discovery and Service Mapping for Tier-1 / critical services
Configure MID Servers, data sources, and automated CI ingestion
Build and support integrations using IntegrationHub, 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
46+ years of hands-on ServiceNow platform experience
Strong expertise in
CMDB
Discovery
Service Mapping
IntegrationHub / APIs
Proven experience implementing CSDM
Experience in banking or regulated environments preferred
Strong understanding of CI lifecycle, service modelling, and dependency mapping
ServiceNow 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 OutcomeThese 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 .
