CMDB Administrator - CMDB Operations + AI Agents Management

Job description

The Role • Operate, govern, and continuously improve the CMDB while enabling AI agents / automation that reduces manual CMDB maintenance and improves accuracy. Key Responsibilities CMDB Administration Governance Operations • Maintain CMDB operational health: • CI classes, relationships, lifecycle states, ownership fields • Execute CMDB governance practices: • certification cycles • quality dashboards and exception management • compliance/audit evidence preparation • Control CMDB changes: • ensure changes follow standards and do not break reconciliation rules Data Quality Hygiene • Monitor and remediate: • duplicates, orphan relationships, stale CIs • inconsistent attributes (manufacturer, model, location, environment) • Ensure CI quality supports downstream processes: • incident assignment, change impact, problem RCA, asset/license alignment AI Agent / Automation Enablement (Core Requirement) • Configure and maintain AI-enabled workflows such as: • automated CI enrichment suggestions • AI-assisted remediation tasks and routing • intelligent CMDB exception triage • Support AI governance: • define what AI agents can/cannot do • maintain auditability (who/what/when changes occurred) • ensure safe human-in-loop steps for high-impact actions Cross-Module Support • Ensure CMDB supports: • ITSM flows (incident/change/problem) • ITAM and SAM alignment (asset CI linkage, normalization) What you''ll Bring • 3- 5 Years of Strong ServiceNow CMDB admin skills: • CMDB model, relationships, certification, quality dashboards • Strong working knowledge of platform configuration: • Flow Designer, basic scripting, ACL understanding (as needed) • Ability to partner with infra/app teams for CI ownership and certification. Nice-to-have • Familiarity with Discovery/Service Mapping outputs (how data lands into CMDB). • Experience managing automation/AI features within ServiceNow. Success Measures • Data quality KPI improvements (completeness, correctness, relationships). • Faster closure of CMDB exceptions with automation support. • Stable certification process with measurable adoption. #LI-SS4