ServiceNow ITOM & CMDB Architect

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The Role

​​We are seeking an experienced ServiceNow ITOM & CMDB Architect to lead the design, implementation, optimization, and governance of ServiceNow IT Operations Management (ITOM) and Configuration Management Database (CMDB) capabilities.

This role will be responsible for establishing a scalable and sustainable CMDB foundation, implementing ServiceNow Discovery and Service Mapping, defining the Configuration Management strategy, and ensuring that infrastructure and application data can be effectively leveraged across ITSM, ITOM, Security, Asset Management, and AIOps capabilities.

The ideal candidate combines deep ServiceNow technical expertise with strong IT infrastructure, CMDB, configuration management, and enterprise architecture experience. The individual must be comfortable operating at both the strategic/architectural level and the hands-on technical level.

Key Responsibilities

ITOM & CMDB Architecture

• Define the overall ServiceNow ITOM and CMDB architecture and roadmap.
• Establish CMDB architecture aligned with ServiceNow CSDM principles.
• Define CI classes, attributes, relationships, identification rules, reconciliation rules, and data ownership.
• Develop standards for CI lifecycle management, naming conventions, data quality, and governance.
• Design CMDB integration architecture across infrastructure, applications, cloud, network, security, and asset management platforms.
• Establish the relationship between CMDB, Asset Management, ITSM, ITOM, CSDM, and Service Mapping.

ServiceNow Discovery

• Lead the implementation and optimization of ServiceNow Discovery.
• Configure and troubleshoot Discovery schedules, credentials, MID Servers, probes, sensors, patterns, and discovery behavior.
• Develop Discovery strategies for:
• Windows/Linux servers
• Databases
• Network devices
• Cloud infrastructure
• Virtual environments
• Storage
• Applications
• Containers/Kubernetes
• Identify and resolve Discovery gaps and inaccurate CI population.
• Establish Discovery coverage and data-quality metrics.

Service Mapping

• Design and implement ServiceNow Service Mapping.
• Build application and business service maps.
• Establish mapping standards and service ownership.
• Configure and troubleshoot horizontal and top-down discovery.
• Develop application dependency models that support Incident, Problem, Change, Impact Analysis, and AIOps use cases.
• Partner with application and infrastructure teams to validate service relationships.

CMDB Data Quality & Governance

• Establish a sustainable CMDB governance model.
• Define CMDB data ownership and accountability.
• Establish data-quality KPIs, including:
  • Completeness
  • Correctness
  • Compliance
  • Uniqueness
  • Relationship accuracy
  • CI freshness
• Establish processes for duplicate CI remediation.
• Develop CMDB Health and Data Manager strategies.
• Define CI lifecycle processes from creation through retirement.
• Establish governance for manual versus automated CI creation.

CSDM

• Lead adoption of the Common Service Data Model (CSDM).
• Define appropriate CSDM classes and relationships.
• Establish alignment between:
  • Business Services
  • Technical Services
  • Application Services
  • Business Applications
  • Application Components
  • Infrastructure CIs
• Develop CSDM maturity roadmap.
• Ensure CMDB architecture supports enterprise service management and future ServiceNow capabilities.

Integrations

• Architect CMDB integration with enterprise technologies such as:
• Microsoft Azure/AWS
• VMware
• Active Directory
• SCCM/MECM
• Intune
• ServiceNow Asset Management
• Monitoring platforms
• Endpoint management platforms
• Network management platforms
• Security platforms
• Enterprise application repositories
• Evaluate integration approaches including REST, IntegrationHub, MID Server, Import Sets, APIs, and Service Graph Connectors.
• Ensure integrations follow CMDB identification and reconciliation standards.

Skills and Experience

• Generally, requires a bachelor’s degree and 8 years of related experience, a master’s degree and 6 years of related experience, or 11 years of related experience and no degree.
• 7+ years of hands-on experience in ITOM configuring Discovery and building Service Maps
• 5+ years of hands-on experience establishing foundational Configuration Mgmt Database (CMDB).
• Demonstrated experience designing enterprise – scale CMDB solutions.
• Strong understanding of IT Infrastructure and enterprise technology environments.
• Experience with cloud technologies, particularly Azure and/or AWS
• Strong understanding of ITIL and Configuration Mgmt processes.

Minimum Years of Experience

• 7+ Year of Experience in the ServiceNow platform
• Certified System Administrator (CSA) required
• Certified Application Developer (CAD) preferred
• Certified Technical Architect (CTA) certification preferred

As part of the hiring process, candidates will be required to verify and provide documentation demonstrating the required ServiceNow certifications, licenses, or credentials.

Additional details

• Remote position
• Must be accessible and available to perform work functions at any time, including nights, weekends and holidays
• Travel up to 25% of the time

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Nordic is an equal opportunity employer. We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, marital or veteran status, or any other protected status under applicable federal, state, or local laws. We encourage individuals of all backgrounds to apply, including women, minorities, individuals with disabilities, and veterans.