ServiceNow ITOM SME / CMDB Lead
Infinity Arc Technologies
Job Description:
ServiceNow ITOM SME / CMDB Lead
Location: Montreal, Canada
Experience: 7-12 Years
Job Summary
The ServiceNow CMDB Lead is responsible for overall CMDB strategy, governance, data quality, and service mapping. This role leads the CMDB team, ensures CI classification and discovery patterns are accurate, manages reconciliation processes, and aligns CMDB with business services to support operational excellence.
Key Responsibilities
- Define and execute a multi-phase CMDB maturity roadmap, transitioning from poor data quality to a service-aware AIOps model
- Act as the primary architect for the Common Service Data Model (CSDM), ensuring alignment with the latest ServiceNow framework
- Provide architectural oversight, prioritizing out-of-the-box (OOB) capabilities over custom development
- Manage stakeholders across Infrastructure, Cloud, and Security teams
- Establish governance policies for CI lifecycle management, naming conventions, and data ownership
- Prioritize remediation activities based on business impact (e.g., production vs. non-production assets)
- Design and oversee data certification processes to ensure CMDB accuracy
- Define and present CMDB health and ITOM KPIs (e.g., MTTR, Discovery Success Rate)
- Identify and eliminate technical debt, including legacy customizations and inefficient scripts
- Define event management strategies, including alert correlation and noise reduction
- Represent CMDB/ITOM in Change Advisory Board (CAB) meetings
- Manage integrations with third-party tools (e.g., SolarWinds, Dynatrace)
- Conduct regular reviews of SME deliverables (scripts, update sets, discovery patterns)
Required Skills
- Extensive hands-on experience with ServiceNow CMDB, Discovery, Service Mapping, and IRE
- Strong expertise in CI classification, identification rules, and reconciliation logic
- Solid understanding of ITIL processes (Configuration, Change, Incident Management)
- Deep knowledge of the CSDM framework (preferably CSDM 5)
- Proven leadership experience managing CMDB or ServiceNow teams
- Experience with ServiceNow scripting (GlideScript, Business Rules, Script Includes)
- Strong analytical, problem-solving, and stakeholder management skills
- Experience working in multi-instance or multi-region ServiceNow environments
Preferred Certifications
- ServiceNow Certified Implementation Specialist - CMDB
- ServiceNow Certified Implementation Specialist - Service Mapping (CIS-SM)
Vacancy posted 3 days ago
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