CMDB Analyst - ServiceNow, Discovery

Role Summary:

We are seeking an experienced CMDB Subject Matter Expert/Analyst to lead and improve our Configuration Management Database (CMDB) capabilities within the ServiceNow platform. This role will be responsible for CMDB governance, data quality, configuration item (CI) lifecycle management, ServiceNow Discovery, data integrations, reconciliation, and overall CMDB health.

The successful candidate will partner with infrastructure, ServiceNow application, endpoint, IT operations and platform teams to establish a trusted CMDB that supports IT service management, asset management, service mapping, operational reporting and technology risk management.

Key Responsibilities:

1. CMDB Governance and Data Quality

- Define and maintain CMDB governance standards, policies, procedures and data ownership.

- Establish data quality controls to improve CI completeness, accuracy, consistency and compliance with defined standards.

- Monitor CMDB health dashboards, identify data quality issues and drive remediation with accountable teams.

- Define and track KPIs for CMDB health, data completeness, duplicate records, stale CIs and reconciliation accuracy.

2. ServiceNow CMDB and Configuration Management

- Provide subject matter expertise across ServiceNow CMDB, the Common Service Data Model (CSDM), CI classes, relationships and lifecycle management.

- Maintain alignment with the enterprise data model and configuration management processes.

- Improve CI identification, classification, relationships and data normalization.

- Ensure CMDB data supports ITSM processes, incident, problem, change, asset management and service mapping.

3. ServiceNow Discovery and Integrations

- Lead the assessment and improvement of ServiceNow Discovery, including discovery schedules, credentials, MID Servers, patterns and identification of discovery gaps.

- Troubleshoot missing, duplicate or inaccurate CI data and identify root causes across discovery sources.

- Manage and improve integrations with infrastructure, endpoint management, cloud and other data sources.

- Define and validate data-source precedence, reconciliation rules and Identification and Reconciliation Engine (IRE) behavior to prevent duplicate or incorrect CI updates.

4. Data Reconciliation and Technical Troubleshooting

- Investigate CI identification, reconciliation, relationship and data ingestion issues.

- Establish clear source-of-truth rules for different CI attributes and data domains.

- Partner with ServiceNow platform administrators and infrastructure teams to resolve technical issues.

- Assess the downstream impact of CMDB data quality issues on IT operations, ITAM and reporting.

5. Stakeholder Management and Continuous Improvement

- Work with global infrastructure, application, cloud, endpoint, security, ITSM and ITAM teams to improve data ownership and accountability.

- Develop CMDB improvement roadmaps, remediation plans and governance reporting.

- Provide technical guidance, documentation and knowledge transfer to internal teams and implementation partners.

- Drive continuous improvement and ensure changes follow established testing, approval and release processes.

Required Qualifications and Experience:

- 9+ years of relevant experience in IT Service Management, CMDB, configuration management or ServiceNow platform engineering.

- Strong hands-on experience with ServiceNow CMDB and configuration item data models.

- Proven experience with ServiceNow Discovery, including troubleshooting discovery failures and incomplete CI attributes.

- Strong understanding of CSDM, CI classes, relationships, identification rules, reconciliation rules and IRE.

- Experience with integrations and data imports, including source mapping, transformation, data validation and reconciliation.

- Demonstrated ability to diagnose complex data quality issues and implement sustainable remediation.

- Experience establishing CMDB governance, data ownership, KPIs and operational reporting.

- Strong stakeholder management, analytical, problem-solving and communication skills.

Preferred Qualifications:

- ServiceNow Certified System Administrator (CSA).

- Relevant ServiceNow CIS certification, such as Discovery or ITSM, where applicable.

- Experience with Service Graph Connectors, cloud discovery, infrastructure integrations and service mapping.

- Familiarity with ITAM processes and the relationship between CMDB configuration items and hardware/software asset records.

- Experience working with global teams and implementation partners.

Success Measures:

- Improved CMDB health and data quality scores.

- Reduced duplicate, stale, incomplete and incorrectly classified CIs.

- Improved Discovery coverage and accuracy.

- Improved CI relationship integrity and adherence to CSDM standards.

- Reduced recurring reconciliation and integration failures.

- Clear data ownership, measurable remediation progress and sustainable CMDB governance.

Our Values

If you want to know the heart of a company, take a look at their values. Ours unite us. They are what drive our success – and the success of our customers. Does your heart beat like ours? Find out here: Core Values

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.