ServiceNow CMDB Implementation Specialist

Our client is seeking an experienced ServiceNow CMDB Implementation Specialist to support an enterprise-scale Configuration Management Database implementation.

This position will support business-driven CMDB planning, organizational alignment, CI modeling, governance, data quality, and best-practice implementation. The specialist will work across application owners, IT operations, security, architects, platform administrators, and other stakeholders to define CMDB requirements, establish governance and data-quality standards, support integrations and testing, and drive adoption across the organization.

Key Responsibilities

Requirements and Analysis

• Elicit stakeholder needs across Application Owners, IT Operations, Security, and other groups to identify required CIs, critical attributes, and inter-CI relationships.
• Document business requirements into clear functional and non-functional artifacts, including use cases, user stories, and acceptance criteria.
• Analyze existing data sources and identify gaps, inconsistencies, and migration challenges associated with moving data into the CMDB.

Data Model Design and Definition

• Define CMDB classes and attributes, including servers, applications, databases, enumeration values, and ownership fields, in collaboration with Architects and Platform Administrators.
• Establish CI relationships such as “runs on,” “connects to,” and “is composed of” to accurately represent the enterprise environment.
• Normalize and standardize data to promote CMDB consistency and integrity.
• Support CI lifecycle management and organizational CMDB ownership models.

Process Definition and Integration

• Map CMDB-related Incident, Change, Problem, and Asset Management processes to ensure the CMDB effectively supports ITSM workflows.
• Define data-governance policies for data ownership, entry, updates, and quality assurance.
• Specify integration requirements for automated discovery tools, ticketing systems, monitoring platforms, and other enterprise data sources.
• Apply ServiceNow CSDM and service-mapping principles to support an effective enterprise CMDB structure.

Data Quality, Validation, and Testing

• Define data-quality rules and metrics for accuracy, completeness, and consistency.
• Establish processes for ongoing CMDB monitoring, remediation, and continuous improvement.
• Plan and conduct User Acceptance Testing with business users.
• Develop test cases to validate functional requirements and expected business outcomes.

Reporting and KPIs

• Identify reporting requirements and dashboards that provide environmental insights, decision support, and compliance monitoring.
• Define CMDB-enabled KPIs, including metrics such as Mean Time to Repair and change success rates. Establish standards for measuring CMDB health, data quality, and operational effectiveness.

Training, Adoption, and Ongoing Support

• Develop CMDB training materials, standards, procedures, and supporting documentation. Deliver training sessions to user groups to drive adoption and proficiency.

• Provide ongoing support and clarification regarding CMDB functionality, processes, and data usage.

Communication and Stakeholder Management

• Facilitate workshops to gather requirements, resolve conflicts, and establish cross-functional consensus.
• Lead stakeholder discussions and cross-team alignment sessions.
• Translate business requirements and technical concepts between business and technical teams.
• Collaborate across large, federated, or regulated organizational environments.

U.S. citizenship required.

• At least 10 years of overall information technology experience.
• Bachelor’s or Master’s degree. Four additional years of relevant experience may substitute for a Bachelor’s degree, or two additional years of relevant experience may substitute for a Master’s degree.
• At least 5 years of enterprise ITSM, CMDB, or Configuration Management experience, including demonstrated expertise in CMDB planning, modeling, governance, and data-quality frameworks.
• Experience designing CI classes, relationships, and lifecycle-management processes for complex organizations.
• Proficiency with ServiceNow CMDB, automated discovery, and CSDM.
• Strong understanding of service-mapping principles and organizational CMDB ownership models.
• Ability to lead workshops, stakeholder discussions, and cross-team alignment sessions.
• Excellent analytical, communication, documentation, facilitation, and standards-development capabilities.
• Experience working within large, federated, or regulated environments.
• Must be able to obtain the required Limited CBP Background Investigation (BI) prior to onboarding.
• Must be local to the Ashburn, Virginia area and willing to work from the client site 3-5 days per week.
• Must be legally authorized to work in the United States without employer sponsorship, now or in the future., ITIL v4 or v5 certification.
• Prior federal contracting environment experience.
• Experience with enterprise architecture, IT operations, and data governance.

$200,000-$230,000 per year as a W2, negotiable for the right candidate., Medical insurance Dental insurance Vision insurance 401(k)