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.
• Ensure service maps accurately represent production environments.

Service Mapping Operations

• Configure and manage:
• Service Mapping Workspace
• Service Map Management
• Application Service Mapping
• Pattern-Based Discovery
• Entry Point Management
• Traffic-Based Mapping
• Service Mapping Health
• Map Validation
• Dependency Mapping
• Service Mapping Dashboards
• Partner with infrastructure and application teams to onboard new services.
• Manage service mapping governance and operational standards.
• Support impact analysis through accurate CI relationship modeling.

Discovery, IRE & Integrations

• Support Discovery and Service Mapping operations.
• Manage Identification and Reconciliation Engine (IRE) policies.
• Resolve reconciliation and duplicate CI issues.
• Ensure integrity of integration feeding CMDB.
• Collaborate with infrastructure, cloud, monitoring, and asset management teams.

Required Skills

ServiceNow Platform Expertise

• 5+ years of hands-on experience with ServiceNow CMDB.
• Strong experience with Configuration Management Database architecture and administration.
• Deep knowledge of ServiceNow CSDM (v4.x/v5.x preferred).
• Experience managing enterprise-scale CMDB environments.
• CMDB Workspace Expertise Hands-on expertise with CMDB Workspace which includes CMDB Health,Data Manager, Data Certification, Query Builder and so on
• Service Mapping Expertise Strong hands-on experience with Service Mapping Workspace, Application Service Modeling, Business Service Modeling and so on

Technical Skills

• ServiceNow Discovery
• Service Mapping
• IRE (Identification and Reconciliation Engine)
• MID Server Administration
• Cloud Discovery (Azure/AWS)
• Event Management integrations
• Monitoring tool integrations
• Relationship Management
• Data Modeling

Job code: 419652