ServiceNow CMDB and Discovery Specialist

Job Summary

This role is pivotal in ensuring the accuracy, integrity, and operational efficiency of the CMDB within the ServiceNow platform, which is crucial for effective IT Service Management (ITSM). Requires a deep understanding of ITSM principles, ServiceNow platform expertise, particularly in setting up the discovery and other reliable data sources, integrations related to Software Asset management and SaaS connectors, and analytical skills to drive continuous improvement.

Major responsibilities

CMDB Data Management:

• Ensure the accuracy, integrity, and relevance of CMDB data through regular audits and data cleansing exercises.
• Develop and implement data validation rules and workflows to maintain data quality.

Operational Processes:

• Design, document, and continuously improve operational processes related to CMDB, aligning with ITIL best practices and organizational requirements.
• Collaborate with various IT teams to integrate CMDB into their operational workflows.
• Good understanding on IT infrastructure items and respective protocols

ServiceNow Configuration and Customization:

• Configure and customize ServiceNow CMDB and related modules (e.g., Discovery, Service Mapping) to meet business needs.
• Develop and maintain technical documentation for CMDB configurations and customizations.

Integration and Automation:

• Manage integrations with other ServiceNow modules and external tools/services to enhance CMDB’s data richness and automate data updates.
• Design and implement workflows and automation scripts to streamline CMDB-related processes.

Software Asset Management:

• Implement discovery specific to Software processes making sure Software Installations are captured accurately in ServiceNow
• Implement SAM Pro functionalities related to license usage & compliance
• Setup integrations related to SAM Processes

Continuous Improvement:

• Analyze CMDB metrics and user feedback to identify areas for improvement.
• Propose and implement enhancements to CMDB processes and the ServiceNow platform, focusing on user experience, efficiency, and data reliability.

Compliance and Governance:

• Ensure CMDB operations comply with organizational security, data privacy, and regulatory requirements.
• Participate in audits and provide necessary documentation to demonstrate compliance.

Stakeholder Support and Training:

• Provide second-tier support for CMDB-related queries and issues, escalating to third-tier (ServiceNow Support or internal experts) as necessary.
• Provide information to end-users on CMDB best practices, its effective use, and new functionalities.

Professional Qualifications/Experience

• Minimum 6 years of experience with ServiceNow, specifically with CMDB, Discovery, SAM Pro and ITSM modules.
• ServiceNow Certified System Administrator (or higher).
• ServiceNow Certified Implementation Specialist – Discovery (Preferred)
• Ability to work in a fast-paced environment with multiple priorities.
• Experience with scripting (e.g., JavaScript, PowerShell) is a plus.
• Experience with data analysis and process improvement initiatives.
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