ServiceNow Senior Analyst

CMDB / CSDM Administrator (ServiceNow) 

Role Summary 

We are looking for a hands-on CMDB / CSDM Administrator who will personally manage the day-to-day upkeep of the Configuration Management Database (CMDB), keeping it accurate, complete, and trusted as the go-to source of information about our IT services, applications, and infrastructure. This is a doing role, not just an oversight role - the person will be directly performing data administration, running audits, and fixing issues, while also engaging stakeholders across the business and keeping documentation and performance reporting up to date. 

Key Responsibilities 

CMDB Operational Activities (Hands-On) 

• Directly administer the CMDB day to day - creating, updating, and retiring records, maintaining relationships between items, and keeping data organized and current. 

• Personally monitor incoming data feeds and integrations to make sure information is flowing in correctly and nothing is missing or duplicated. 

• Manually review and resolve data quality issues - duplicate entries, outdated records, missing information - rather than just flagging them for others. 

• Run and review regular CMDB health checks/dashboards (completeness, accuracy, stale or orphaned records) and personally drive fixes through to closure. 

• Investigate and troubleshoot failed data loads or integration errors, working with technical teams where needed but owning the resolution. 

• Conduct scheduled data audits and cleanup exercises, and validate that every record has a clear, accountable owner. 

CSDM Alignment & Governance 

• Keep the CMDB structured and organized according to our data model standards (CSDM), so services, applications, and infrastructure are consistently mapped and easy to understand. 

• Maintain the mapping of services and applications, and how they connect to the underlying infrastructure. 

• Set and enforce simple data standards - naming conventions, required fields, and clear ownership - so the database stays clean and consistent. 

• Work with the broader platform team when bigger structural changes or upgrades are needed. 

Stakeholder Engagement 

• Act as the primary point of contact for CMDB-related queries from Service Owners, Application Owners, Infrastructure teams, and ITSM process owners (Incident, Problem, Change). 

• Collaborate with Discovery, Service Mapping, ITAM, and Integration teams to close data gaps. 

• Conduct regular CMDB governance forums / working groups with stakeholders to review data quality and outstanding issues. 

• Educate and train business/technical teams on CMDB processes, CI ownership responsibilities, and CSDM standards. 

Performance & Documentation 

• Define, track, and report CMDB KPIs/SLAs (e.g., data completeness %, accuracy %, duplicate rate, orphaned CI count). 

• Build and maintain dashboards/reports for leadership visibility into CMDB health and trends. 

• Create and maintain documentation: process guides, data standards, CI class dictionaries, runbooks, and governance policies. 

• Maintain a CMDB roadmap tracking improvements, upgrades, and remediation initiatives. 

Operations / BAU Support 

• Handle day-to-day operational tickets/requests related to CMDB (CI creation requests, access, data corrections). 

• Support Change/Incident/Problem processes by ensuring accurate CI relationships and impact data. 

• Participate in on-call/support rotations as needed for CMDB-related incidents. 

Required Skills & Experience 

• 3-6+ years of experience administering ServiceNow CMDB in an enterprise environment. 

• Strong working knowledge of CSDM (v4/v5) framework and its practical application. 

• Hands-on experience with ServiceNow Discovery, Service Mapping, Identification & Reconciliation Engine (IRE), and Import Sets/Transform Maps. 

• Solid understanding of ITIL processes, especially Configuration Management, Change, Incident, and Problem Management. 

• Experience building CMDB health dashboards and defining data quality KPIs. 

• Strong stakeholder management and communication skills; able to work across technical and business teams. 

• Experience creating governance documentation, SOPs, and process runbooks. 

Preferred Qualifications 

• ServiceNow certifications: CSA (Certified System Administrator), CIS-Discovery, CIS-CMDB, or ITSM. 

• ITIL v3/v4 Foundation certification. 

• Experience with ServiceNow scripting (Business Rules, Script Includes) for CMDB customizations. 

• Exposure to ITAM (Hardware/Software Asset Management) integration with CMDB. 

Soft Skills 

• Detail-oriented with strong data governance discipline. 

• Proactive problem solver comfortable owning operational issues end-to-end. 

• Effective communicator able to translate technical data issues into business impact. 

• Comfortable facilitating cross-functional governance meetings. 

Key Performance Indicators (Suggested) 

• CMDB data completeness and accuracy rate 

• Reduction in duplicate/orphaned CIs 

• SLA adherence for CMDB-related tickets 

• Stakeholder satisfaction with CMDB governance forums 

• Documentation currency (reviewed/updated on schedule)