Principal Technology Specialist

Job Overview:

The ServiceNow ITOM & CMDB Architect is a senior technical leadership role responsible for defining, designing, supporting and governing the enterprise ServiceNow platform, with a strong focus on IT Operations Management (ITOM) and Configuration Management Database (CMDB).

This role will drive the transformation of CMDB into a service-aware, governed, and AI-enabled system of record, enabling end-to-end visibility across business applications, infrastructure, and cloud environments, while supporting automation, proactive operations, and compliance.

Key Task and Responsibilities:

• Define and drive the architecture roadmap for ServiceNow ITOM and CMDB
• Design scalable solutions across:
  • Discovery, Service Mapping, Event Management
  • Hybrid/cloud infrastructure environments
• Lead the design and evolution of CMDB data models and CI relationships
• Drive adoption of the Common Service Data Model (CSDM)
• Establish and enforce:
  • Data governance policies
  • CI lifecycle management (onboarding, updates, retirement)
  • Data quality and reconciliation standards
• Define CMDB ownership model and audit controls
• Ensure CMDB acts as a single source of truth for enterprise IT assets and services
• Integrate CMDB with Monitoring tools, Infrastructure platforms and Security systems
• Ensure seamless alignment between CMDB and ITSM and ensure CI usage is embedded across ITSM processes
• Drive adoption of AI/GenAI capabilities (e.g., ServiceNow Now Assist)
• Act as a trusted advisor and SME for ServiceNow /ITOM architecture

Essential Qualification and Education:

• 10–12 years of IT experience with minimum 7+ years in ServiceNow ITOM / CMDB roles
• Proven experience with:
  • Enterprise-scale CMDB implementations
  • ITOM transformation (Discovery, Service Mapping)
• Strong expertise in:
  • ServiceNow ITOM (Discovery, Service Mapping, Event Management)
  • CMDB, CSDM, CI lifecycle & relationships
  • ITSM modules (Incident, Change, Problem)
• Hands-on experience with:
  • APIs, Integration Hub, MID Server
  • Cloud platforms (Azure / AWS preferred)
  • Monitoring and infrastructure tools

Certifications (Preferred)

• ServiceNow CSA (Certified System Administrator)
• CIS-ITOM / CIS-CMDB
• ITIL Foundation

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