CMDB Process

4 weeks ago

Gurugram, India Ahead Full time

The CMDB Process & Technical Analyst is responsible for the governance, accuracy, and optimization of the Configuration Management Database (CMDB) within ServiceNow. This role ensures that CMDB processes are well-defined, implemented, and adhered to, enabling accurate visibility into IT assets, services, and relationships. Working closely with IT operations, infrastructure, and application teams, the CMDB Process & Technical Analyst will combine process management expertise with strong technical skills to maintain data integrity, improve automation, and support IT Service Management (ITSM) outcomes

Roles And Responsibilities

  • Own and maintain CMDB processes in alignment with ITIL best practices, ensuring data accuracy, completeness, and compliance.
  • Define and enforce CMDB data governance standards, naming conventions, and relationship models.
  • Configure and manage CMDB in ServiceNow, including CI class structures, discovery sources, reconciliation rules, and data import sets.
  • Partner with ServiceNow development teams to design and implement automated data integrations, discovery schedules, and reconciliation jobs.
  • Monitor CMDB health using dashboards and KPIs; proactively address data quality issues.
  • Collaborate with process owners (Incident, Change, Problem, Asset) to ensure CMDB supports ITSM processes and business needs.
  • Conduct regular audits of CMDB data and reconcile against authoritative data sources.
  • Develop training materials and conduct workshops to promote CMDB process adoption and understanding across IT teams.
  • Support audits and compliance efforts by providing accurate and timely CMDB data.

Qualifications

  • Bachelors degree in information technology, Computer Science, or related field.
  • 3+ years of experience managing or supporting a CMDB, preferably in a ServiceNow environment.
  • Strong understanding of ITIL Configuration Management principles and processes (ITIL v3/v4 Foundation or higher preferred).
  • Hands-on experience configuring and maintaining CMDB in ServiceNow, including discovery, integrations, and reconciliation.
  • Proficiency in querying and analyzing CMDB data for reporting and health checks.
  • Familiarity with IT asset management, service mapping, and dependency visualization.
  • Strong problem-solving skills with attention to detail and data quality.
  • Excellent communication skills with the ability to collaborate across technical and non-technical teams

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