ServiceNow CMDB Engineer

This role requires candidates who are currently authorized to work in the U.S. without sponsorship, and C2C arrangements are not accepted. This role is on-site.

The Service Now CMDB Engineer will be part of an enterprise IT team in a fast-paced, dynamic environment. This role focuses on the design, implementation, and maintenance of the Configuration Management Database (CMDB), ensuring it aligns with the organization's IT infrastructure and the Common Service Data Model (CSDM). The position also involves upper-tier operational support, governance, and integration across multiple systems.

Occasional travel to data centers or other sites may be required.

Key Responsibilities

• Design, implement, and maintain the CMDB data model in alignment with IT infrastructure and the Common Service Data Model (CSDM).
• Define and enforce governance policies to ensure CMDB data accuracy, completeness, and integrity.
• Manage relationship mappings between Configuration Items (CIs), define CI class structures, attributes, and relationships per CSDM standards.
• Configure and maintain integrations with external systems to ensure accurate and up-to-date ITOM and ITAM data.
• Develop and maintain CMDB health dashboards and reports to provide actionable insights for IT and business stakeholders.
• Participate in architecture reviews and ensure supportability standards are met.
• Research and recommend automated or innovative approaches to system administration tasks that improve scalability and sustainability.
• Support ITOM-related process improvement, re-engineering, and gap analysis activities with key stakeholders.
• Develop documentation that supports governance, architecture, and configuration management practices.
• Mentor junior administrators and engineers in systems design, documentation, and operational best practices.
• Collaborate cross-functionally to define and implement configuration management and service mapping processes.
• Maintain and improve system standards to enhance operational stability and performance.
• Perform other duties and responsibilities as assigned.

Required Qualifications

• Bachelor's degree in Computer Science, Engineering, or related field; equivalent experience acceptable.
• Proven experience as a subject matter expert (SME) in Service Now ITOM, CMDB, and CSDM implementations.
• Strong understanding of CMDB concepts, data modeling, and governance frameworks.
• Experience supporting ITOM, ITSM, and asset management environments.
• Strong communication, troubleshooting, and problem-solving skills.
• Understanding of ITIL processes, particularly configuration management.
• Excellent organizational, planning, and stakeholder management abilities.
• Ability to operate independently, manage multiple priorities, and perform under pressure.
• Strong judgment, decision-making, and analytical skills.
• Familiarity with Agile methodologies and IT service delivery processes.
• Availability to work evenings or weekends for scheduled changes or emergencies.

Preferred Qualifications

• Service Now Certified System Administrator (CSA)
• Service Now Certified Implementation Specialist (CIS) - ITSM
• Service Now Certified Implementation Specialist (CIS) - ITOM module (preferred)
• ITIL v4 Certification
• Experience in healthcare or regulated industry environments