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We are seeking a highly skilled Senior CMDB Engineer to join our dynamic team. This role is pivotal in managing and optimizing our Configuration Management Database (CMDB) using ServiceNow, focusing on Service Mapping, ITOM, and Data Management. The ideal candidate will be an expert in ServiceNow platforms with a proven track record in designing, implementing, and maintaining CMDB solutions to support IT service management and operations.

Key Responsibilities:

CMDB Administration:

• Design, implement, and maintain the CMDB within ServiceNow to ensure accurate configuration item (CI) data and relationships.
• Oversee the data integrity and consistency of the CMDB, including routine audits and cleanup tasks.

Service Mapping:

• Develop and maintain comprehensive service maps to visualize the dependencies between CIs and business services.
• Collaborate with stakeholders to define and capture service requirements and ensure accurate representation in ServiceNow.

ITOM Integration:

• Leverage ITOM capabilities to enhance the CMDB by integrating with various IT operations tools and processes.
• Optimize ITOM processes, including event management, discovery, and orchestration, to ensure alignment with CMDB objectives.

Data Management:

• Implement and manage data management processes to ensure high-quality and reliable CI data.
• Develop data governance strategies, including data validation, normalization, and lifecycle management.

Incident and Problem Management:

• Support incident and problem management by providing accurate CI data and analysis to aid in root cause analysis and resolution.
• Enhance the CMDB to support effective troubleshooting and resolution of incidents and problems.

Collaboration and Stakeholder Engagement:

• Work closely with IT teams, business units, and stakeholders to gather requirements and ensure CMDB meets organizational needs.
• Provide training and support to end-users and other teams on CMDB-related processes and best practices.

Continuous Improvement:

• Identify opportunities for process improvements and implement best practices to enhance CMDB effectiveness.
• Stay current with industry trends, ServiceNow updates, and emerging technologies to drive innovation within the CMDB framework.

Qualifications:

• Education: Bachelor’s degree in Computer Science, Information Technology, or a related field. Relevant certifications (e.g., ServiceNow Certified Implementation Specialist, ITIL) are highly desirable.
• Experience: Minimum of 5-7 years of experience in Configuration Management, with a strong focus on ServiceNow CMDB, Service Mapping, ITOM, and Data Management.
• Skills:
  • Expertise in ServiceNow platform, including Service Mapping and ITOM modules.
  • Proficiency in CMDB design, implementation, and administration.
  • Strong understanding of ITIL processes and frameworks.
  • Excellent problem-solving and analytical skills.
  • Strong communication and interpersonal skills, with the ability to collaborate effectively across teams and with stakeholders.
• Technical Proficiencies:
  • Hands-on experience with ServiceNow CMDB, Discovery, Service Mapping, and ITOM.
  • Knowledge of database management, data quality, and data governance.
  • Familiarity with scripting languages (e.g., JavaScript) and integration technologies.