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ServiceNow CMDB Manager
Posted 4 months ago
Contract •Massachusetts, United States
Duration: 6 months to start
Job DescriptionSummaryThe Service Mapping Manager will be responsible for researching, designing, implementing, configuring, and validating Configuration Management Database (CMDB) solutions to enable IT Service Management and Service Delivery. In collaboration with IT leadership and product owners, the role will establish an IT Service Portfolio, in alignment with ServiceNow’s Common Service Data Model (CSDM) framework, and use business analysis and technical service mapping to connect service elements of the CMDB with technical Configuration Items (CI’s) in IT’s existing multi-source CMDB.
Typical Core DutiesWork at an expert level within the IT Service Management team to design service requirements, conduct gap analysis, and identify, develop, and tailor the CMDB and CSDM framework to align with IT service portfolio needs and requirements.Collaborate with stakeholders to translate service management needs into conceptual and technical solutions. Create and execute a roadmap to evolve the existing technical CMDB into a service-aware CMDB.Responsible for business transition management to ensure that IT staff understand and are able to effectively utilize the service-aware CMDB for root cause analysis and effective IT Change Management.Contribute to the establishment of key CMDB performance indicators and service quality measures. Utilize the CMDB dashboard to monitor its health and provide findings to IT Service Management.Contribute to IT Service Management budget planning activities.Advise IT on the establishment and enforcement of configuration management policies, standards, and procedures for controlling the lifecycle of configuration items. Develop and implement CMDB governance processes to comply with organizational policies, regulatory requirements, and industry best practices.Oversee the accurate and up-to-date population of the CMDB. Conduct audits and assessments to validate the accuracy and completeness of CMDB data. Eliminate stale, orphaned, and duplicate CIs through functional and technical processes.Work closely with IT product owners to establish and maintain accurate relationships between CI’s and correctly represent dependencies and interrelationships within the IT environment.Abide by and follow the IT technical standards, policies and Code of Conduct.Basic QualificationsMinimum of five years’ post-secondary education or relevant work experience.Additional QualificationsDeep familiarity with the ServiceNow Common Service Data Model (CSDM) and design patterns.Understanding of ITSM Incident, Problem, and Change processes.Ideally, ITIL service design experience.Certificates and LicensesITIL v3 or v4 Foundations certification desired; ITIL intermediate (or higher) certifications strongly preferred.
