ServiceNow CMDB Engineer

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time.

CVS Health is looking for a Service Now CMDB Engineer to design, implement, govern, and continuously improve the Service Now Configuration Management Database (CMDB). The role ensures accurate CI data, reliable relationships, and strong data quality to support ITSM, ITOM, Sec Ops, and enterprise service management. The ideal candidate has deep hands‑on CMDB experience, strong technical and analytical skills, and expertise in discovery, service mapping, and configuration management best practices.

• CMDB Design & Implementation
  • Design, implement, and maintain the CMDB aligned to Service Now CSDM.
  • Define CI classes, attributes, relationships, and lifecycle states for service visibility and operations.
  • Configure and govern Identification and Reconciliation Engine (IRE) rules to ensure CI accuracy, uniqueness, and data integrity across sources.
• Data Quality & Governance
  • Establish and enforce CMDB data quality standards (completeness, correctness, compliance).
  • Develop dashboards, KPIs, and health reports to monitor accuracy and maturity.
  • Lead audits, data reviews, remediation, and continuous improvement to keep the CMDB a trusted system of record.
• Discovery & Service Mapping
  • Configure, maintain, and optimize Service Now Discovery, Service Mapping, and ITOM integrations.
  • Troubleshoot discovery errors, data conflicts, and CI relationship issues.
  • Optimize schedules, credentials, probes, and patterns to maximize coverage and accuracy with minimal impact.
• Collaboration & Enablement
  • Partner with ITSM, ITOM, Sec Ops, infrastructure, and application teams to align CMDB usage with business and operational needs.
  • Provide guidance, documentation, and training on CMDB processes, data models, and best practices.
  • Support platform upgrades, testing cycles, and continuous improvement across the Service Now ecosystem.
• Integration & Automation
  • Integrate the CMDB with cloud platforms, monitoring tools, asset systems, and CI/CD pipelines.
  • Design automations and workflows to maintain CI accuracy throughout the lifecycle.
  • Ensure reliable CMDB data underpins event, incident, change, and problem management.
  • Leverage Service Now Now Assist / AI (e.g., Agent Studio) to enhance data quality, automation, and insights.

• 5+ years of hands‑on Service Now CMDB experience in a CMDB or ITOM engineering role
• 3+ years of product knowledge of CMDB architecture, CI lifecycle management, CSDM, Discovery, and Service Mapping
• Certified Service Now Certified System Administrator (CSA)

• Platform & Process Experience
  • Experience with Service Now SPM, PPM, or Demand Management.
  • Familiarity with agile frameworks (Scrum, SAFe) and backlog management.
  • Experience supporting incident, change, problem, event, and service management processes using CMDB data.
  • Familiarity with Service Now Now Assist / AI capabilities, including Agent Studio.
• Collaboration & Stakeholder Skills
  • Excellent customer‑facing skills, with the ability to engage executive stakeholders and external partners.
  • Proven ability to collaborate across ITSM, ITOM, Sec Ops, cybersecurity, legal, compliance, engineering, and operations teams.
  • Strong communication, facilitation, and influencing skills across technical and non‑technical audiences.
• Analytical & Delivery Skills
  • Strong analytical mindset with the ability to use data, KPIs, and metrics for prioritization and decision‑making.
  • Ability to manage multiple priorities in a fast‑paced, complex enterprise environment.
  • Demonstrated success working in virtual and geographically distributed teams.
  • Excellent problem‑solving skills with adaptability in dynamic delivery environments.
• Certifications
  • Service Now CMDB Certification
  • Service Now ITOM Discovery…