In addition, the selected candidate will:

- Manage daily operations, including reviewing CMDB health dashboards, managing discovery schedules, mapping services, and managing data integrations.

- Work with business stakeholders to design, develop, configure, and customize (when necessary) ServiceNow applications and services

- Provide consultative technical recommendations to the platform team and business stakeholders, and look for opportunities to expand the use of platform capabilities across the organization

- Provide technical evaluation of demands against ServiceNow platform architecture, capabilities, and best practices

- Develop coding and configuration standards as well as best practices for maintaining the ServiceNow architecture model

- Expand and deliver on native capabilities on the platform to meet business requirements

- Assist with systems administration, platform configuration, and development efforts

- Support the entire development life cycle end-to-end, including requirements gathering, testing, and deployment.

Major Duties and Responsibilities

1. CSDM Alignment: Implementing and enforcing CSDM standards for Business Applications, Application Services, and Technical Services.

2. CMDB Health Management: Using CMDB Health Dashboards to detect and remediate duplicate, orphaned, or stale CIs.

3. Data Governance: Defining CI classes, attributes, naming conventions, and relationships, as well as managing the lifecycle of data.

4. Discovery & Mapping: Managing and troubleshooting ServiceNow Discovery, Service Mapping, and data ingestion from third-party tools.

5. Process Collaboration: Working with IT teams to align Configuration Management with Incident, Change, and Asset Management.

6. Documentation: Creating Data Dictionaries, data flow diagrams, and maintaining documentation for CSDM modeling.

7. Responsible for controlling and managing the configuration items, configuration data, and related changes to that data aligned to the objective of establishing and maintaining the configuration baseline, in conjunction with the various process, platform, and product owners.

8.



Support the Hardware and Software Asset Management process owners with centralization and normalization of data, management of vendors and contracts while enabling cost optimization and reducing risk.

9. Assist in managing Discovery processes and schedules to ensure data is captured regularly and with minimal errors directly into the CMDB.

10. Assist with and enable Service Mapping, providing a service-aware view within the CMDB.

11. Lead process workshops when defining requirements and provide thought leadership and consensus building with stakeholders.

12. Capture business and user requirements, and provide estimates on the level of effort to deliver the solution.

13. Identify capabilities on the platform to meet business requirements and provide estimates on the level of effort to deliver the solution.

14. Follow standard development and coding best practices, including agile/scrum concepts.

15. Design and develop ServiceNow workflows and integrations according to project, process, and customer objectives.

16. Assess the impact of changes and work with development teams to minimize technical debt on the platform.

17. Manage the pipeline of demand and ongoing development activities, and work with the platform owner to reprioritize new demand.

18. Conduct review, system design, test, verification, and documentation activities.

19. Manage clone and promotion activities across environments, including update sets management.

20. Investigate capabilities on the platform and provide demos or build proofs-of-concept as needed.

21. Work with IT teams to build and support existing and new integrations with various systems.

22. Identify opportunities to improve and streamline the overall platform and its performance.

23. Create knowledge articles for internal knowledge sharing and for consumption by other teams, including the IT Help Desk and End Users.

24.



Assist in roadmap planning based on platform capabilities against strategic business needs.

25. Assist with annual upgrade activities and implementation, and coordinate with stakeholders to ensure the platform is stable.

26. Provide platform operations and maintenance support; Be available for off-hour release deployments and support.

27. Conduct patching and remediation of security vulnerabilities.

Minimum Qualifications

- Bachelor’s degree in Computer Science, Information Systems, or a related field with 6+ years of relevant experience (or a Master’s degree with 4+ years)

- 8+ years of relevant experience using ServiceNow.

- Minimum 5+ years of experience with ServiceNow development, including Business Rules, Glide, scripting, UI Policies, Flow Designer, and ACLs

- Hands-on experience with ServiceNow CMDB, ITOM (Discovery/Service Mapping), and CSDM Framework.

- Domain expertise and practical implementation experience in multiple applications on the ServiceNow platform (e.g., CMDB, Discovery, ITAM, ITSM, ITOM, …)

- Understanding of IT infrastructure, including servers, networks, cloud environments (AWS/Azure), and applications.

- Strong ability to analyze large datasets, identify trends, and remediate errors.

- Experience designing and developing solutions with PaaS solutions such as ServiceNow in an Agile Software Development setting.

- Experience configuring and maintaining MID Server.

- Experience with Service Portal UI design and configuration.

- Experience leading workshops to solicit requirements and explaining platform capabilities in layman’s terms.

- Excellent documentation (writing and diagramming), interpersonal, and communication skills.

- Great ability to work in a fast-moving environment and with minimal supervision.

- Good understanding of organizational change management and communication.

- Preferred certifications: ServiceNow CIS-CMDB or CIS-ITOM, ServiceNow CSA or CAD, and ITIL v3/v4 Foundation

Pay: ₹100,000.00 - ₹150,000.00 per month

Experience:

- ServiceNow: 9 years (Required)
- CSDM: 9 years (Required)

Work Location: Remote

📌 ServiceNow CMDB-CSDM Analyst (India)
🏢 procallisto solutions pvt
📍 India