ServiceNow CSDM Manager

We are seeking an experienced and highly skilled ServiceNow CSDM Configuration Manager to lead the design, implementation, and governance of the CSDM framework within our ServiceNow platform. This role requires deep expertise in ServiceNow CMDB, ITOM, ITSM and CSDM best practices, with a strong focus on aligning data models with business services and IT operations.

Responsibilities:

• Define and enforce CMDB governance, data quality standards, and configuration item (CI) lifecycle management.
• Lead the implementation and continuous improvement of the Common Service Data Model (CSDM) across the enterprise.
• Collaborate with stakeholders across IT, security, and business units to ensure accurate service mapping and alignment with business capabilities.
• Design and maintain data models, CI classes, and relationships in accordance with CSDM 4.0+ standards.
• Develop and maintain dashboards, reports, and KPIs to monitor CMDB health and compliance.
• Provide expert-level guidance on ServiceNow Discovery, Service Mapping, and Integration Hub for automated CI population.
• Conduct regular audits and remediation of CMDB data to ensure integrity and completeness.
• Act as a Subject Matter Expert (SME) for CSDM and CMDB architecture in ServiceNow-related projects and initiatives.
• Create and implement configuration management policies and maintain a CMDB data dictionary.

Qualifications

Minimum Qualifications:

• Bachelor’s or master’s degree in information systems, Computer Science, or equivalent experience.
• 10+ years of experience with the ServiceNow platform, with at least 3 years focused on CSDM and CMDB architecture.
• ServiceNow Certified System Administrator (CSA) or developer (CAD).
• ServiceNow Certified Implementation Specialist (CIS) in CMDB/CSDM.
• Proven experience implementing and managing CSDM 4.0 or higher in a complex enterprise environment.
• Strong understanding of ITIL, ITOM, and ITSM processes.
• Hands-on experience with ServiceNow Discovery, Service Mapping, and CMDB Health Dashboards.
• Operational experience with event management and agent client connectors (ACC).
• Scripting in JavaScript.
• Excellent communication and stakeholder management skills.
• Ability to work independently and as part of a team.
• Strong analytical and problem-solving skills.

Preferred Qualifications:

• Understanding of ServiceNow configurations and customizations: ACL, Business Rules, Workflow, Flow Designer, UI Policy/Action, Client Script, Transform Maps, Update Sets, Integration with 3rd party systems, etc.
• Experience with implementing integrations using REST/SOAP, Flow Designer, Scripted REST API, and Integration Hub spokes.
• Experience with Machine learning and NLU models is a plus.
• Certification in ITIL Foundations in Service Management is a plus.

Additional Details

Travel Required:

Shift:

Duration:

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