Job Description :
Job Title: ITIL CMDB Configuration Manager (ServiceNow)
Department: IT Infrastructure
Location: Mumbai
Role Description:
We are seeking an experienced ITIL CMDB Configuration Manager with 4 to 7 years of expertise to oversee the management and integrity of the Configuration Management Database (CMDB) in ServiceNow. In this role, you will be responsible for ensuring that the CMDB aligns with ITIL best practices, overseeing Configuration Items (CIs) and their relationships, and managing the CMDB lifecycle. The CMDB Configuration Manager will collaborate with cross-functional IT teams to drive continuous improvement in service delivery and data quality.
Key Accountabilities & Responsibilities:
CMDB Management & Governance: Ensure the ongoing management, governance, and alignment of the CMDB with organizational goals and ITIL best practices.
Data Quality & Accuracy: Maintain the integrity and accuracy of CMDB data, ensuring that it is up-to-date and accurate at all times.
Process Integration: Work closely with other IT service management processes (e.g., Incident, Problem, Change Management) to integrate CMDB data effectively.
ServiceNow CMDB Administration: Oversee the configuration, administration, and maintenance of the ServiceNow CMDB and ensure it is optimized to meet business and technical needs.
Reporting & Metrics: Develop and maintain CMDB reporting, dashboards, and metrics to track the health, accuracy, and completeness of the CMDB.
Audit & Compliance: Lead CMDB audits to ensure compliance with internal policies, procedures, and external standards.
Continuous Improvement: Drive continuous improvement initiatives to enhance the effectiveness and value of the CMDB and its associated processes.
Stakeholder Communication & Collaboration: Act as a key point of contact for stakeholders across IT teams, ensuring clear communication and collaboration on CMDB-related issues and improvements.
Key Competencies & Skills Required:
Technical Skills:
ITIL Foundation Certification (ITIL 4).
Proven experience in ServiceNow integrations and customizations to enhance CMDB functionality.
Experience with automation tools in ServiceNow for improving CMDB management.
ServiceNow Administrator Certification or relevant certification in ServiceNow Configuration Management Database and HW/SW asset management.
Extensive experience in registering and maintaining configuration information within the CMDB related to the company’s application portfolio, infrastructure, and support structure.
Nice to Have:
Experience with ServiceNow Data Certification and Data Management capabilities.
ServiceNow Certified Implementation Specialist – CMDB (CIS-CMDB) certification.
Behavioural Skills:
Strong Attention to Detail and focus on data accuracy.
Ability to work effectively in a collaborative team environment.
Demonstrates Adaptability and Flexibility in a dynamic, fast-paced environment.
Soft Skills:
Excellent communication and interpersonal skills to interact effectively with cross-functional teams and stakeholders.
Education: Any Diploma or Full-Time Degree certification in Information Technology, Computer Science, or a related field.
Experience: 4 to 7 years of hands-on experience in ServiceNow Configuration Management, with a focus on CMDB management.