Servicenow Cmdb Sme

**Who We Are**

At Kyndryl, we design, build, manage and modernize the mission-critical technology systems that the world depends on every day. So why work at Kyndryl? We are always moving forward - always pushing ourselves to go further in our efforts to build a more equitable, inclusive world for our employees, our customers and our communities.

**The Role**

Imagine you're a superhero, with the power to transform businesses from ordinary to extraordinary. As a Business Process Consultant at Kyndryl, you'll be just that - a trusted advisor helping customers achieve their goals and surpass even their own expectations.

As a Business Process Consultant, you will play a crucial role in helping our customers reach their full potential by developing process-driven solutions that drive measurable results. You will work closely with our customers to gain a deep understanding of their unique business needs, challenges, and opportunities. Armed with this knowledge, you will leverage your expertise in aligning processes to technology to design, develop, and deploy custom solutions that exceed their goals.

You will be responsible for analyzing our customers' current business processes, identifying bottlenecks, inefficiencies, and areas for incremental improvement. With your strong analytical skills, you will recommend process changes, new technologies, or appropriate organizational changes that drive efficiency, reduce costs, and improve overall business performance.

In this role, you will also develop a large-scale strategic vision and ensure that all new business processes align with it. You will manage sales processes beyond day-to-day procurement to maintain strong customer relations and ensure that all stakeholders are on board with the recommended solutions.

At Kyndryl, we value collaboration and teamwork. As a Business Process Consultant, you will work closely with all stakeholders, including customers, project managers, and technical teams, to ensure that our solutions meet the highest standards of quality, efficiency, and effectiveness.

**Roles & Responsibilities**:
CMDB Import & Configuration:

- Design and maintain CI import workflows using Import Sets, Transform Maps, Discovery, and Integration Hub.
- Configure CI classes, attributes, and relationships to align with enterprise architecture.
- Ensure automated imports are timely, accurate, and aligned with governance policies.

CMDB Governance & Quality Control:

- Maintain high-quality CMDB data through established validation and reconciliation routines.
- Define, monitor, and report on CMDB health metrics (completeness, correctness, compliance).
- Execute audits and clean-up routines to remove stale, duplicate, or invalid CI data.

Stakeholder Collaboration & Support:

- Partner with ITSM, ITOM, Infrastructure, and Asset Management teams to align CI data requirements.
- Serve as the SME for ServiceNow CMDB during project planning, incident response, and change activities.
- Provide training and guidance to operational teams and end users on CMDB best practices.

Documentation & Continuous Improvement:

- Create and maintain documentation for CMDB processes, policies, and configuration standards.
- Recommend enhancements to import logic, CI structure, or governance based on evolving business needs.
- Participate in CMDB roadmap planning and ServiceNow platform upgrades.

**Your Future at Kyndryl**
As a Business Process Consultant at Kyndryl you will join the Kyndryl Consultant Profession, working with other Kyndryl Consultants, Architects, Project Managers, and cross-functional Technical Subject Matter Experts - presenting unlimited opportunities with unmatched support through our investment in your learning, training, and career growth.

**Who You Are**

You’re good at what you do and possess the required experience to prove it. However, equally as important - you have a growth mindset; keen to drive your own personal and professional development. You are customer-focused - someone who prioritizes customer success in their work. And finally, you’re open and borderless - naturally inclusive in how you work with others.

**Required Technical and Professional Experience**
- 8 + years of experience with ServiceNow CMDB configuration and data management.
- Deep understanding of CI classes (e.g. Server, Application, Database) and their relationships.
- Use CMDB data certification modules to maintain data accuracy.
- How IRE works with identification rules, reconciliation rules, and data sources.
- Proven expertise in CI imports using ServiceNow Discovery, Import Sets, and integrations.
- Strong scripting ability in JavaScript, Glide API, and familiarity with Flow Designer.
- Experience with CMDB Health Dashboards, normalization rules, and reconciliation processes.
- Solid understanding of ITIL v4, especially Configuration Management and Asset Lifecycle from discovery to decommission.
- Ability to interpret and implement complex data models and CI relatio