ServiceNow CMDB & ITOM Engineer

Job description

**Role & responsibilities** : - 5 to 10+ years of experience in IT Service Management / IT Operations with 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. - 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. **Certifications**: - ServiceNow CSA - CIS (Discovery / CMDB / ITOM preferred)