01Overview
Role & 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
- Solid 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
- 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 Outcome 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 .
