Servicenow cmdb sme

2 weeks ago

Hyderabad, India BlackRock IT Solutions Full time
The Service Now 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: 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.
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 Service Now Discovery and Orchestration for seamless data ingestion.
Implement third-party integrations using APIs and middleware for data enrichment.
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 Service Now CMDB.
Collaborate with stakeholders to ensure accurate mappings for operational and incident management use cases.
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.
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 Service Now and external tools.
Automate CI population using Discovery, Service Mapping, and third-party integrations.
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.
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.
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 Service Now 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 Service Now CMDB architecture, including IRE and Service Mapping.
Strong understanding of Service Now Discovery and Orchestration for automated CI ingestion.
Experience with REST APIs, Power Shell, and Java Script 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:
Service Now Certified System Administrator (CSA) required.
Service Now 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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