Key Responsibilities
Assess and analyze customers' current CMDB, service model, and IT landscape to establish a clear roadmap for CMDB maturity & CSDM adoption.
Define and drive the CMDB and CSDM roadmap, ensuring alignment with Service Now best practices and business objectives.
Conduct workshops with business and technical stakeholders to understand requirements and translate them into scalable CMDB and CSDM solutions.
Design and maintain service models, including Business Capabilities, Business Applications, Application Services, Technical Services, Information Objects, Suppliers, and Service Offerings.
Establish and enforce CMDB governance processes, data quality standards, identification & reconciliation rules, and configuration management policies.
Lead Service Mapping initiatives to create end-to-end visibility of business and technical services and their dependencies.
Drive CMDB data population and maintenance through Discovery, Service Mapping, Service Graph Connectors, and integrations with external systems.
Monitor and improve CMDB Health metrics, including completeness, correctness, compliance, and relationship integrity.
Collaborate with development, operations, infrastructure, cloud, and application teams to ensure accurate service and configuration data.
Support solution design, testing, deployment, and continuous improvement activities for CMDB and CSDM-related initiatives.
Create dashboards, reports, and KPIs to measure CMDB maturity, data quality,



service coverage, and governance effectiveness.
Act as the subject matter expert (SME) for CMDB, CSDM, Discovery, and Service Mapping, providing mentorship to junior team members and stakeholders.

Required Skills & Experience
5+ years of hands-on experience in Service Now CMDB and CSDM implementation and operations within large-scale enterprise environments.
Robust understanding of Service Now CMDB architecture, table structures, CI class hierarchy, relationship models, and data governance.
Hands-on experience with Application Service Mapping and dependency mapping.
Good understanding of Business Capabilities, Service Portfolio Management, Business Applications, Application Services, Information Objects, Suppliers, and Contracts.
Hands-on experience with Service Now Discovery, including infrastructure components such as:
o Servers (Hardware Extended)
o Network Devices (Network Extended)
o Databases
o Printers
o Web Applications
Experience creating Service Now reports, dashboards, and data quality metrics.
Strong knowledge of ITIL processes and ITSM best practices.
Ability to facilitate customer workshops, gather requirements, and provide strategic recommendations.

Preferred Certifications
Service Now Certified System Administrator (CSA)
Service Now Certified Implementation Specialist (CIS) - Discovery
Service Now Certified Implementation Specialist (CIS) - Service Mapping

📌 115390-1- Servicenow cMDB (India)
🏢 Objectwin Technology India
📍 India