CSDM / CMDB Lead - ServiceNow

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 platform
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
Strong 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

Work arrangement
Yes