ITOM/CMBD Admin - RTH

Discovery & Integration * Configures and optimizes ServiceNow Discovery to automatically identify and populate CI’s, * Manage Discovery credentials, schedules, behavior tuning, and troubleshooting. * Monitor Discovery health, coverage, and success rates. * Drive continuous improvement of discovery patterns and data collection methods. * Integrates with tools like SCCM, Intune, Tenable, and other authoritative sources. * Evaluate, onboard, govern, and maintain CMDB authoritative sources. * Manages Identification and Reconciliation Engine (IRE) rules to prevent duplicates and ensure accurate data merging.

Data Quality & Governance * Conducts audits to validate CMDB data accuracy. * Removes stale, orphaned, or duplicate CIs. * Defines naming conventions and enforces change control processes.

CMDB Governance & Data Stewardship * Establish and manage CMDB governance processes. * Define data ownership, stewardship, and accountability models. * Develop and maintain CMDB standards, policies, and operating procedures. * Facilitate governance reviews with infrastructure, application, security, and business stakeholders.

Reporting & Dashboards * Monitor CMDB health scores, Discovery completeness, and service mapping accuracy. * Use Health Scan and CMDB Query Builder to identify gaps and improve data quality.

CSDM & Service Modeling Responsibilities * Lead and maintain adoption of the Common Service Data Model (CSDM) across Business Applications, Business Services, Technical Services, Service Offerings, and related CMDB structures. * Partner with application, infrastructure, and business teams to define service ownership and service relationships. * Support the organization’s transition to a service-aware operating model.

Service Mapping Ownership * Design, implement, and maintain Service Mapping. * Ensure business-critical services have accurate dependency maps. * Support automated service mapping initiatives and ongoing map maintenance.

Collaboration & Training * Works with teams across ITSM, ITOM, Security, Compliance, and Architecture, and IT as a whole. * Provides training and mentorship to ensure alignment with CMDB best practices.

Strategic Planning * Develops a roadmap to evolve the CMDB into a service-aware database. * Supports decision-making, risk management, and operational efficiency.

Automation & Orchestration * Implement and maintain Flow Designer, Orchestration, or IntegrationHub for automated workflows. * Develop and manage automation policies for event remediation and service health improvement.

Monitoring & Event Management * Configure and tune Event Management to correlate alerts and reduce noise. * Integrate with monitoring tools (e.g., SolarWinds, Dynatrace, SCOM) to enrich event data.

Documentation & Knowledge Sharing * Maintain detailed documentation of configurations, integrations, and workflows. * Create knowledge articles or internal wikis for repeatable processes and troubleshooting