JOB SUMMARY: Responsible for designing, developing, and implementing solutions on the ServiceNow platform, specifically focusing on the Configuration Management Database (CMDB). Must utilize expertise in ServiceNow development, CMDB architecture, and ITIL processes, with a focus on ensuring data accuracy, integrity, and integration with other systems. Collaborate with IT teams to ensure the CMDB supports the organization's IT Service Management (ITSM) goals.
DUTIES & RESPONSIBILITIES:
- Design, develop, and maintain ServiceNow CMDB workflows, scripts, and data models.
- Configure CMDB Discovery and Service Mapping solutions to ensure accurate identification and tracking of IT assets and services.
- Implement best practices for CMDB, ensuring data integrity, normalization, and continuous improvement.
- Monitor CMDB health, including completeness, compliance, and correctness of CMDB data.
- Integrate CMDB with other ITSM modules (Incident, Problem, Change, etc.) and third-party tools.
- Manage and maintain relationships between Configuration Items (CIs), and ensure dependencies are accurately reflected.
- Work closely with IT Operations, Service Management, and Infrastructure teams to align CMDB with organizational processes.
- Provide guidance and support for end-users and administrators on CMDB best practices.
- Collaborate with business stakeholders to identify needs and translate them into CMDB solutions.
- Develop and maintain CMDB-related reports, dashboards, and key performance indicators (KPIs).
- Document processes, configurations, and integrations related to the CMDB and provide training materials as needed.
- Perform other developer job-related functions as assigned.
QUALIFICATIONS
DEGREE TYPE: Bachelor's Degree
FIELD(S) OF STUDY: Computer Science
EXPERIENCE:
- 3+ years of experience working as a ServiceNow Developer or Administrator.
- Hands-on experience with IT infrastructure discovery tools and techniques.
- Experience integrating CMDB with external data sources and applications.
- Proven experience with ServiceNow platform, particularly in CMDB, Discovery, and Service Mapping.
COMPETENCIES/SKILLS:
- AWS Cloud
- Strong knowledge of ITIL framework, specifically related to Configuration Management.
- Proficiency in ServiceNow scripting (JavaScript, Glide API) and workflow design.
- Experience with CMDB data modeling, normalization, and reconciliation.
- Demonstrated ability to quickly understand business requirements and translate those into technical solutions.
- Strong communication skills to be able to liaison with multiple teams that includes IT, vendors, external contract resources, internal/external audit, and business users.
- Self-motivated and works independently but can also thrive as part of a team.
- Able to learn quickly and meet strict deadlines.
- Excellent problem-solving skills and ability to troubleshoot issues with CMDB and related processes.
- Strong communication and interpersonal skills to collaborate across teams.
- Detail-oriented with a strong focus on data accuracy and quality.
- Background with JavaScript and Glide API, ITIL, CSDM 4.0 or 5.0, AWS Cloud, Service Graph Connectors, Integration HUB
CERTIFICATIONS/LICENSES:
- Certified System Administrator (CSA)
- Certified Implementation Specialist (CIS)
