The Role

- Operate, govern, and continuously improve the CMDB while enabling AI agents / automation that reduces manual CMDB maintenance and improves accuracy.

Key Responsibilities

CMDB Administration Governance Operations

- Maintain CMDB operational health:
- CI classes, relationships, lifecycle states, ownership fields

- Execute CMDB governance practices:

- certification cycles
- quality dashboards and exception management
- compliance/audit evidence preparation

- Control CMDB changes:

- ensure changes follow standards and do not break reconciliation rules

Data Quality Hygiene

- Monitor and remediate:
- duplicates, orphan relationships, stale CIs
- inconsistent attributes (manufacturer, model, location, environment)

- Ensure CI quality supports downstream processes:

- incident assignment, change impact, problem RCA, asset/license alignment

AI Agent / Automation Enablement (Core Requirement)

- Configure and maintain AI-enabled workflows such as:
- automated CI enrichment suggestions
- AI-assisted remediation tasks and routing
- intelligent CMDB exception triage

- Support AI governance:

- define what AI agents can/cannot do




- maintain auditability (who/what/when changes occurred)
- ensure secure human-in-loop steps for high-impact actions

Cross-Module Support

- Ensure CMDB supports:
- ITSM flows (incident/change/problem)
- ITAM and SAM alignment (asset CI linkage, normalization)

What you''ll Bring

- 3- 5 Years of Strong ServiceNow CMDB admin skills:
- CMDB model, relationships, certification, quality dashboards

- Strong working knowledge of platform configuration:

- Flow Designer, basic scripting, ACL understanding (as needed)

- Ability to partner with infra/app teams for CI ownership and certification.

Nice-to-have

- Familiarity with Discovery/Service Mapping outputs (how data lands into CMDB).
- Experience managing automation/AI features within ServiceNow.

Success Measures

- Data quality KPI improvements (completeness, correctness, relationships).
- Faster closure of CMDB exceptions with automation support.
- Stable certification process with measurable adoption.

#LI-SS4

📌 CMDB Administrator - CMDB Operations + AI Agents Management (Hyderabad)
🏢 Hitachi Vantara
📍 Hyderabad