Servicenow Developer

Role & 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.
• CMDB Workspace Management: Administer and optimize all capabilities within CMDB Workspace, Manage and monitor: 
• CMDB Health
• Data Manager
• Data Certification
• Query Builder
• CI Class Manager
• CMDB Dashboard & Analytics
• Duplicate Management
• Data Foundations
• CMDB Data Manager Policies
• CMDB Remediation Tasks
• Develop dashboards and executive scorecards for CMDB performance and compliance.
• Identify and remediate duplicate, stale, orphaned, and non-compliant configuration items.
• Implement and monitor CMDB data quality improvement programs.

CMDB Health & Data Quality

• Manage Completeness, Correctness, and Compliance (3C) initiatives.
• Monitor CMDB Health metrics and define remediation plans for underperforming CI classes.
• Establish automated controls for data quality improvement.
• Drive periodic audits and quality assessments.
• Develop data quality scorecards and performance trends.

Data Certification Management

• Implement and manage CI ownership and certification processes.
• Coordinate certification campaigns with application, infrastructure, and service owners.
• Monitor certification completion rates and compliance metrics.
• Drive exception management and governance escalation processes.

Data Manager Administration

• Manage CMDB Data Manager policies, archival rules, and lifecycle governance.
• Define retention and aging policies for CIs.
• Ensure data hygiene and CMDB sustainability through proactive cleanup initiatives.

Query Builder & Reporting

• Build complex CMDB relationships and impact analysis queries using Query Builder.
• Support reporting requirements for Change, Incident, Problem, Asset Management, and Audit teams.
• Create reusable templates and reports for operational and executive stakeholders.

CSDM Operationalization

• Drive onboarding and maintenance of: 
• Business Applications
• Application Services
• Technical Services
• Business Services
• Service Offerings
• Business Capabilities
• Information Objects
• Govern CSDM compliance across the organization.
• Work with architecture and application teams to ensure proper service model alignment.
• Support enterprise-wide CSDM adoption initiatives.

Service Mapping Workspace Administration

• Manage Service Mapping Workspace and associated operational processes.
• Maintain service maps for critical business and technical services.
• Monitor service mapping health and mapping completeness.
• Troubleshoot mapping failures and discovery dependencies.