Servicenow CMDB SME

2 weeks ago

Hyderabad, India BlackRock IT Solutions Full time

The ServiceNow Configuration Management Database (CMDB) Subject Matter Expert (SME) plays a pivotal role in designing, implementing, and managing the CMDB to ensure comprehensive integration with on-premises, cloud, and third-party business applications. The SME will leverage tools such as Identification and Reconciliation Engine (IRE) and Service Mapping to provide a unified view of IT infrastructure and services. This position is critical to maintaining CMDB accuracy and driving its value as a strategic asset for the organization.


Key Responsibilities:
  1. CMDB Design and Strategy:
  • Architect and implement a robust CMDB structure to support on-premises, cloud, hybrid environments, and business applications.
  • Design relationships and dependencies between Configuration Items (CIs) for accurate service mappings.
  • Define and enforce governance policies to ensure CMDB scalability and data integrity.
  1. Integration Management:
  • Establish and manage integrations with on-premises infrastructure, cloud platforms (AWS, Azure, GCP), and business applications (e.g., ERP, CRM, ITSM).
  • Configure and optimize ServiceNow Discovery and Orchestration for seamless data ingestion.
  • Implement third-party integrations using APIs and middleware for data enrichment.
  1. Service Mapping:
  • Leverage Service Mapping to create end-to-end visibility of critical business services and underlying dependencies.
  • Define and manage application and infrastructure services within the ServiceNow CMDB.
  • Collaborate with stakeholders to ensure accurate mappings for operational and incident management use cases.
  1. Identification and Reconciliation Engine (IRE):
  • Configure and manage IRE to ensure accurate and conflict-free CI data ingestion.
  • Define reconciliation rules and policies to standardize CI records from multiple sources.
  • Monitor and optimize IRE performance for large-scale environments.
  1. Data Integrity and Automation:
  • Develop processes and automation workflows for maintaining CMDB data accuracy, completeness, and consistency.
  • Conduct regular audits and reconciliation of CMDB data using ServiceNow and external tools.
  • Automate CI population using Discovery, Service Mapping, and third-party integrations.
  1. Business Application Integration:
  • Enable CMDB integration with key business applications for IT asset and service management.
  • Drive the use of CMDB data for change management, incident resolution, and problem analysis.
  • Collaborate with application owners to ensure alignment between CMDB and business requirements.
  1. Reporting and Insights:
  • Develop dynamic dashboards and reports to provide insights into infrastructure, service health, and data quality.
  • Deliver actionable recommendations for continuous improvement in CMDB usage.
  1. Training and Knowledge Sharing:
  • Provide training to IT and business stakeholders on CMDB best practices, tools, and processes.
  • Create and maintain documentation for integrations, governance policies, and workflows.



Required Qualifications:
  • Experience:
  • 5+ years of hands-on experience with ServiceNow CMDB, Discovery, and Service Mapping.
  • Expertise in integrating on-prem, cloud, and hybrid environments with CMDB.
  • Strong knowledge of ITIL framework, especially Configuration Management.
  • Technical Skills:
  • Advanced proficiency in ServiceNow CMDB architecture, including IRE and Service Mapping.
  • Strong understanding of ServiceNow Discovery and Orchestration for automated CI ingestion.
  • Experience with REST APIs, PowerShell, and JavaScript for integrations.
  • Familiarity with cloud platforms (AWS, Azure, GCP) and their integration with CMDB.
  • Knowledge of ITOM components like Event Management and Operational Intelligence.
  • Certifications:
  • ServiceNow Certified System Administrator (CSA) required.
  • ServiceNow Certified Implementation Specialist (CIS) – CMDB or ITOM preferred.
  • ITIL v3/v4 Foundation or higher.



Preferred Qualifications:
  • Experience managing CMDBs with multi-million records across global infrastructures.
  • Knowledge of regulatory compliance requirements related to IT and CMDB data.


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