ServiceNow ITOM / CMDB Engineer

This is a hybrid position, and the selected candidate will be expected to work onsite periodically throughout the assignment. CANDIDATES MUST BE LOCAL

Our Utility Client in Poughkeepsie, NY is looking for a ServiceNow ITO Administrator for a 6-12 month RTH. This must be a GC or USC who can convert fulltime.

ServiceNow ITOM / CMDB Engineer

Job Summary

We are seeking an experienced ServiceNow ITOM / CMDB Engineer to lead the design, implementation, governance, and ongoing optimization of the ServiceNow CMDB environment. This role will be responsible for ServiceNow Discovery, Service Mapping, CSDM adoption, CMDB governance, Event Management, and ITOM automation while ensuring high-quality configuration data and service visibility across the enterprise.

Responsibilities

CMDB Architecture & Governance

Design, implement, and maintain a scalable ServiceNow CMDB aligned with Common Service Data Model (CSDM).

Ensure Configuration Items (CIs) and relationships are accurate and maintained.

Establish CMDB governance, data ownership, stewardship, and accountability.

Develop CMDB standards, policies, naming conventions, and operational procedures.

Conduct regular CMDB audits to improve data quality and compliance.

Remove duplicate, orphaned, and stale Configuration Items.

Discovery & Data Integration

Configure, administer, and optimize ServiceNow Discovery.

Manage MID Servers, Discovery credentials, schedules, patterns, and troubleshooting.

Monitor Discovery health, coverage, and success rates.

Integrate authoritative data sources including SCCM, Microsoft Intune, Tenable, cloud platforms, and other enterprise systems.

Configure and maintain Identification & Reconciliation Engine (IRE) rules to ensure accurate CI reconciliation and prevent duplicates.

Service Mapping & CSDM

Lead enterprise adoption of the Common Service Data Model (CSDM).

Design, implement, and maintain Service Mapping for business-critical services.

Define service ownership, relationships, service offerings, and technical services.

Partner with Infrastructure, Application, Security, and Business teams to improve service visibility.

Reporting & Data Quality

Monitor CMDB health scores and Service Mapping accuracy.

Utilize Health Scan and CMDB Query Builder to identify data quality gaps.

Build dashboards, KPIs, reports, and metrics to monitor CMDB performance and adoption.

Drive continuous improvements across CMDB processes.

Automation & ITOM

Develop automated workflows using Flow Designer, IntegrationHub, and Orchestration.

Support Event Management implementation and optimization.

Integrate enterprise monitoring tools including SolarWinds, Dynatrace, SCOM, and similar platforms.

Configure event correlation to reduce alert noise and improve operational efficiency.

Documentation & Collaboration

Maintain technical documentation for CMDB architecture, integrations, workflows, and configurations.

Create knowledge articles and operational documentation.

Train and mentor technical teams on CMDB governance and ServiceNow best practices.

Collaborate with ITSM, ITOM, Infrastructure, Security, Compliance, Architecture, and Application teams.

Required Qualifications

Strong hands-on experience with ServiceNow ITOM

Expert knowledge of CMDB administration and governance

ServiceNow Discovery implementation and administration

Service Mapping experience

Common Service Data Model (CSDM)

Identification & Reconciliation Engine (IRE)

MID Server administration

Event Management

IntegrationHub

Flow Designer

REST and SOAP API integrations

Asset Management integration concepts

Experience integrating SCCM, Intune, Tenable, or similar enterprise tools

Cloud Discovery experience (AWS and/or Azure preferred)

Data Foundations/Data Manager experience

Preferred Qualifications

ServiceNow Certified System Administrator (CSA)

ServiceNow ITOM Implementation Specialist certification

Experience implementing enterprise CMDB governance programs

Strong understanding of ITIL best practices

Experience supporting large enterprise ServiceNow environments

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