CMDB Data Quality and Health
· Monitor and report on CI data accuracy, integrity, and compliance within the ServiceNow CMDB
· Track CMDB Health metrics (Completeness, Correctness, and Compliance) and proactively remediate data quality issues
· Lead regular audits and reconciliations using CMDB Health, Data Manager, and Attestation tools
· Investigate stale discovery or integration records to identify decommissioned or improperly retired assets
Asset and CI Lifecycle Management
· Audit the end-to-end lifecycle of assets and their corresponding CIs, from intake through retirement
· Ensure continuous alignment and synchronization between asset and CI records
· Resolve discrepancies in state, substate, ownership, and location between assets and CIs
· Ensure proper retirement and disposal tracking in accordance with governance and compliance requirements
Integration and Reconciliation Governance
· Oversee the technical health of CMDB data integrations using ServiceNow Integration Hub
· Monitor and troubleshoot ETL processes to ensure accurate ingestion of third-party data sources
· Assist in reviewing and resolving Identification and Reconciliation Engine (IRE) errors to prevent duplicate CI creation
· Partner with integration owners to enforce data standards and reconciliation rules
CSDM and Relationship Governance
· Document and enforce hardware configuration standards aligned with the ServiceNow Common Service Data Model (CSDM)
· Ensure accurate asset-to-service relationships and dependency mappings where defined
· Perform spot checks and targeted reviews to validate CI relationships supporting reliable service impact analysis
Stakeholder Collaboration
· Partner with TAM, Procurement, Operations, and Facilities teams to align asset intake, refresh cycles, and lifecycle processes
· Coordinate with stakeholders to ensure CMDB standards are followed during acquisitions, changes, and decommissioning
· Serve as a subject-matter expert on CMDB data governance and best practices
· Reporting, Enablement, and Continuous Improvement
· Generate and distribute CMDB and asset reports to support operational, financial, and compliance decision-making
· Train and guide IT staff and stakeholders on CMDB procedures, data quality expectations, and configuration management best practices
· Stay current on ServiceNow platform enhancements, industry trends, and emerging configuration management practices
Required Qualifications
- Demonstrated experience managing a ServiceNow CMDB, including CMDB Health, Data Manager, and Attestation
- Hands-on experience with ServiceNow Integration Hub, ETL processes, data streams, and third-party data sources
- Strong understanding of asset and CI alignment and lifecycle relationships
- Solid knowledge of ITIL v4 practices, especially Service Configuration Management and Asset Management
- Bachelor’s degree in information technology, Computer Science, Business Administration, or equivalent professional experience
Preferred Qualifications
- ITIL v4 Foundation certification
- ServiceNow Certified Implementation Specialist (CIS) in Hardware Asset Management or Discovery
- Experience with ServiceNow HAM Professional and advanced CSDM implementations
- Proven experience managing large-scale hardware environments with 10,000+ CIs
- Proficiency with ServiceNow Performance Analytics, Power BI, or advanced Excel
- Familiarity with compliance frameworks such as SOX, HIPAA, or NIST related to asset and configuration management