Role Summary

We are seeking a highly experienced and hands-on CSDM / CMDB Lead to design, implement, and operate a robust Configuration Management capability on ServiceNow. The role will be responsible for establishing a scalable CMDB aligned to CSDM standards, enabling service mapping across application, service, and infrastructure layers, and ensuring high data quality through governance, certification, and continuous improvement.

This is a delivery-focused role requiring deep technical expertise in ServiceNow CMDB, Discovery, Service Mapping, and Service Graph integrations, combined with strong stakeholder engagement and process leadership.

Key Responsibilities

CMDB & CSDM Architecture

- Design and implement CMDB aligned to ServiceNow CSDM (Common Service Data Model)
- Define and govern:
- Business Applications
- Application Services
- Technical Services
- Infrastructure CIs
- Establish CI class model, naming standards, normalization rules, and lifecycle management
- Liaise closely with the Enterprise Architecture (EA) group to:

o Align CMDB design with enterprise architecture standards and reference models

o Participate in architecture reviews and design forums

o Ensure new platforms, applications, and services are CMDB-ready by design

- Maintain the CSDM reference architecture and service modeling standards as part of the enterprise architecture blueprint
- Provide CMDB impact assessments for major technology transformations and platform initiatives

Service Mapping & Dependency Modeling

- Lead end-to-end service mapping across:
- Application Service Infrastructure layers
- On-prem, cloud, and hybrid environments
- Configure and operate ServiceNow Service Mapping
- Build and maintain service dependency maps for critical applications.
- Enable impact analysis for Incident, Change, Problem, and Major Incident processes

Discovery & Service Graph Integrations

- Manage ServiceNow Discovery
- Normalize and reconcile CI data from:
- Cloud platforms
- Virtualization platforms
- Network tools
- Endpoint platforms
- Asset systems




- Ensure automated population and continuous refresh of CMDB data

CMDB Governance & Data Quality

- Establish CMDB governance framework:
- Data ownership model
- Certification process
- Audit model
- Exception handling
- Drive periodic CMDB data certification
- Define and track data quality KPIs:
- Completeness
- Accuracy
- Compliance
- Relationship integrity
- Conduct quarterly CMDB health reviews and audits

Application & Infrastructure Onboarding

- Define and operate Application and Infrastructure onboarding processes
- Create onboarding documentation, standards, and templates
- Partner with:
- Architecture
- Cloud
- Applications
- Network
- Platform
- OT teams
- Ensure new services are CMDB-certified before production go-live

Process Enablement & ITSM Integration

- Enable CMDB-driven:
- Incident impact analysis
- Change risk assessment
- Problem root cause analysis
- Event correlation and AIOps
- Integrate CMDB with ITOM and Observability platforms

Documentation & Knowledge Management

- Develop and maintain:
- CMDB operating model
- CSDM reference architecture
- Onboarding guides
- Data governance policies
- Certification playbooks

Key Deliverables

- Enterprise CMDB aligned to CSDM
- End-to-end service maps
- Discovery and Service Graph integrations
- CMDB governance and audit framework
- Data quality dashboards and scorecards

Required Skills & Experience

Mandatory

- 10+ years in CMDB / Configuration Management / ITOM roles
- 5+ years hands-on experience with ServiceNow CMDB
- Solid expertise in:
- CSDM framework
- Service Mapping
- Discovery
- Service Graph Connectors
- CI normalization and reconciliation
- Experience building CMDB for:
- Hybrid cloud environments
- Enterprise-scale infrastructure
- Business applications
- Strong understanding of:
- ITSM processes
- ITOM
- AIOps and observability
- Experience running CMDB governance and certification programs

Preferred

- ServiceNow ITOM / CMDB certifications
- Experience working with:
- Azure
- Network discovery
- Endpoint management platforms
- OT environments
- Applications
- Experience in global enterprise environments

📌 CMDB Lead Developer (Maharashtra)
🏢 Atidan Technologies
📍 Maharashtra