ServiceNow CMDB, Service Mapping & CSDM Expert

Job description

**Role & responsibilities** **Key Responsibilities** - Operate and continuously improve the ServiceNow CMDB and CSDM framework. - Drive CMDB governance, certification, and audit readiness activities. - Ensure CMDB data quality through Completeness, Correctness, and Compliance (3Cs). - Partner with infrastructure, application, architecture, and service management teams to maintain accurate service models. - Manage onboarding of Business Applications, Application Services, Technical Services, and related CSDM entities. - Establish and monitor CMDB health KPIs and data quality metrics. - Support Service Mapping, Discovery, integrations, and relationship governance. - Define and enforce CI ownership, certification, and lifecycle management processes. - Lead remediation initiatives for stale, orphaned, duplicate, and non-compliant CIs. **CMDB Governance & Operations** - Own day-to-day administration and operational management of the ServiceNow CMDB. - Drive operationalization and continuous maturity of the Common Service Data Model (CSDM). - Establish and maintain CMDB governance processes, standards, policies, and controls. - Define, track, and report CMDB health KPIs across business units. - Lead Configuration Management governance forums and stakeholder reviews. - Ensure adherence to Configuration Management and ITIL/SACM best practices. - Manage CI lifecycle processes including creation, modification, certification, retirement, and archival.