Service Admin

Senior ServiceNow CMDB Administrator12+ months(Possibility of Extension)
Oakland, CA (Hybrid- 1or 2 days in a week onsite)Local candidates OnlyPosition Summary:
We are seeking an experienced Senior ServiceNow CMDB Administrator to lead the administration, governance, and continuous improvement of our ServiceNow Configuration Management Database (CMDB). This role will be responsible for ensuring the CMDB serves as a trusted source of configuration and service data through effective governance, data quality management, CSDM alignment, CI lifecycle management, and integration oversight.
The ideal candidate will possess deep expertise in ServiceNow CMDB, Common Service Data Model (CSDM), CI Class Manager, Identification and Reconciliation Engine (IRE), Discovery, and CMDB governance. This individual will partner with infrastructure, application, cloud, asset, and service management teams to improve CMDB maturity, service visibility, and operational data integrity.
Key Responsibilities:CMDB Administration & GovernanceAdminister, maintain, and optimize the ServiceNow CMDB platform.Establish and enforce CMDB governance standards, policies, and procedures.Partner with CI owners and stakeholders to ensure accountability for CMDB data quality.Define and manage CI lifecycle processes, including creation, maintenance, verification, and retirement.Develop and maintain CMDB operational documentation, standards, and data management practices.Lead CMDB maturity initiatives and drive continuous process improvement.CSDM Implementation & Service ModelingLead and support implementation and adoption of the ServiceNow Common Service Data Model (CSDM).Assess CMDB data structures and recommend improvements to align with CSDM best practices.Build and maintain relationships between:
Business ApplicationsApplication ServicesTechnical ServicesBusiness ServicesInfrastructure ComponentsCollaborate with business and technical stakeholders to define service ownership and service models.Support service-oriented architecture initiatives through accurate service mapping and dependency modeling.CI Class ManagementAdminister and govern CI Classes using ServiceNow CI Class Manager.Design, maintain, and optimize CI class hierarchies and inheritance structures.Evaluate requests for new classes, attributes, and extensions to ensure adherence to CMDB standards.Prevent unnecessary customization and ensure a scalable CMDB data model.Maintain class governance and alignment with ServiceNow best practices.Identification & Reconciliation Engine (IRE)Configure and maintain Identification Rules and Reconciliation Rules.Lead efforts to eliminate duplicate and conflicting CI records.Troubleshoot identification failures, reconciliation conflicts, and data source contention issues.Ensure all CMDB integrations comply with IRE and CMDB governance requirements.Analyze and resolve CMDB ingestion issues impacting data quality and reliability.Discovery, Service Mapping & IntegrationsSupport and optimize ServiceNow Discovery processes.Work with integration teams to onboard new CMDB data sources.Validate source mappings, transform logic, and reconciliation behavior.Support Service Mapping initiatives and dependency mapping activities.Ensure accurate CI population from enterprise data sources including cloud, infrastructure, asset, and monitoring platforms.CMDB Health & Data QualityMonitor and improve CMDB Health metrics, including:
CompletenessCorrectnessComplianceIdentify and remediate stale, orphaned, duplicate, and improperly classified CIs.Develop scorecards and reporting to measure CMDB quality and operational effectiveness.Lead data remediation and cleansing initiatives.Stakeholder CollaborationPartner with Infrastructure, Cloud, Application, Asset Management, Security, and IT Service Management teams.Serve as the primary CMDB subject matter expert.Provide recommendations on CMDB architecture, governance, and operational practices.Facilitate reviews and working sessions related to CMDB and CSDM maturity.Required Qualifications:5+ years of hands-on ServiceNow experience.3+ years of dedicated ServiceNow CMDB administration experience within a large enterprise environment.Demonstrated experience implementing and supporting ServiceNow Common Service Data Model (CSDM).Strong hands-on expertise with:
CI Class ManagerIdentification and Reconciliation Engine (IRE)CMDB Data ModelCI RelationshipsCMDB HealthData CertificationExperience developing and enforcing CMDB governance processes.Experience managing CI lifecycle processes and data quality initiatives.Experience supporting ServiceNow Discovery implementations.Strong understanding of ITIL Configuration Management processes.Experience troubleshooting CMDB integrations and reconciliation issues.Ability to analyze complex service and infrastructure dependencies.Preferred Qualifications:ServiceNow Certified System Administrator (CSA).ServiceNow Certified Implementation Specialist (CIS) - Discovery.ServiceNow Certified Implementation Specialist (CIS) - Service Mapping.Experience with ServiceNow ITOM.Experience supporting Service Mapping implementations.Experience with public cloud platforms including Azure and AWS.Experience integrating enterprise tools such as:
SCCM/MECMTaniumVMwareSolarWindsDynatraceFlexeraCloud discovery solutionsExperience in regulated utility, energy, healthcare, or financial environments.Desired Skills:Deep understanding of ServiceNow CMDB architecture.Expert knowledge of CSDM and service modeling concepts.Experience driving CMDB maturity and transformation initiatives.Strong analytical, troubleshooting, and root-cause analysis skills.Ability to influence stakeholders and establish governance practices.Excellent communication and documentation skills.Ability to work independently in a fast-paced environment.Success Measures:
The successful candidate will:
Improve CMDB Health scores across completeness, correctness, and compliance.Increase organizational adoption of CSDM-aligned service models.Reduce duplicate and orphaned CI records through effective IRE governance.Improve accuracy and reliability of CMDB-integrated data sources.Establish sustainable governance processes and data ownership practices.Enhance visibility of business services, application services, and infrastructure dependencies.Critical Requirement:
Candidates must demonstrate hands-on experience with CSDM implementation, CI Class Manager administration, IRE configuration and troubleshooting, ServiceNow Discovery, and CMDB governance in a large enterprise environment.These capabilities are considered essential for success in this role.Applicant Notices & DisclaimersFor information on benefits, equal opportunity employment, and location-specific applicant notices, click here