ServiceNow CMDB Manager

The final salary or hourly wage, as applicable, paid to each candidate/applicant for this position is ultimately dependent on a variety of factors, including, but not limited to, the candidate’s/applicant’s qualifications, skills, and level of experience as well as the geographical location of the position.

The end client is unable to sponsor or transfer visas for this position; all parties authorized to work in the US without sponsorship are encouraged to apply.

Our client is seeking a ServiceNow CMDB Manager for a Remote opportunity.

Role Description

• Design and maintain the CMDB data model, CI class hierarchy, and relationship structures in alignment with ServiceNow Common Service Data Model (CSDM) best practices.
• Define and document CI attribute schemas, naming conventions, and relationship rules to support consistency across all IT domains.
• Architect CMDB to support application service and dependency mappings and infrastructure topology views.
• Evaluate and implement CMDB enhancements aligned with evolving business needs and ServiceNow platform upgrades.
• Configure, manage, and optimize ServiceNow Discovery (MID Servers, patterns, Service Graph Connectors) to automate CI population across cloud, on-premises, and hybrid environments.
• Develop and maintain data reconciliation rules, deduplication logic, and identification rules to ensure a clean, authoritative CI repository. CMDB Governance & Data Quality
• Establish and enforce CMDB governance policies, including CI lifecycle management, ownership assignment, and data stewardship standards.
• Define, track, and report on CMDB health KPIs including completeness, accuracy, compliance, and staleness using the CMDB Health Dashboard and CI Quality dashboards.
• Conduct regular CMDB audits and data quality reviews; remediate data gaps, orphaned CIs, and relationship inconsistencies.
• Manage the CI certification process and work with CI owners across teams to maintain accountability for data accuracy.
• Ensure CMDB data supports and enriches key ITSM processes including Incident, Problem, Change, and Case Management.
• Collaborate with Change Management to validate CI impact analysis and ensure change records are appropriately linked to affected CIs.
• Work with the Service Desk and NOC teams to verify that CI data accelerates incident diagnosis and mean time to resolution (MTTR).
• Partner with the ServiceNow Product Owner to align CMDB roadmap with broader platform initiatives and service catalog needs.
• Act as the subject matter expert (SME) for CMDB across IT, operations, security, and business stakeholder groups.
• Develop documentation, training materials, and onboarding guides for CI owners and data contributors.
• Facilitate CMDB working group meetings to align stakeholders on governance decisions, data quality priorities, and roadmap items.
• Provide regular reporting and executive-level dashboards on CMDB health and program maturity. Administration & Platform Management
• Perform day-to-day ServiceNow CMDB administration including CI updates, relationship management, table configurations, and access controls.

Skills & Requirements

• Bachelor’s degree in computer science, IT, engineering, or similar and applicable field of study along with 10 + years implementing enterprise IT systems, applications, and infrastructure.
• 5+ years of experience administering and managing a ServiceNow CMDB in a medium-to-large enterprise environment.
• 4+ years of experience working with cloud infrastructure technologies - should be familiar with cloud infrastructure platforms (AWS, Azure, or GCP) and their CI data structures.
• Deep understanding of ServiceNow core infrastructure, CMDB, ITSM, CSM, SPM, and GRC.
• Proficient in ServiceNow Discovery, including MID Server configuration, probe/sensor customization, and pattern development.
• Proficient with ServiceNow CSDM framework and CI class hierarchy best practices.
• Experience building and managing identification and reconciliation rules, deduplication logic, and import set transformations.
• Proficient in ServiceNow scripting languages (JavaScript, HTML, CSS, etc.) and ServiceNow application development best practices.
• Experience with ServiceNow integrations, including REST APIs, SOAP, and other integration methods.
• Must have at least one full lifecycle ServiceNow implementation in the role of a lead architect
• Must be a Collaborative stakeholder engagement and cross-functional influence
• Must be proactive problem identification and continuous improvement mindset
• Must have the ability to manage competing priorities in a fast-paced, cloud-native environment
• Seeking someone that has their ServiceNow CTA (Certified Technical Architect). or ServiceNow Certified System Administrator (CSA) certification. or ServiceNow Certified Implementation Specialist - Discovery (CIS-Discovery) certification. or ServiceNow Certified Implementation Specialist - ITSM (CIS-ITSM) certification.
• ITIL Foundation v3 or v4 certification.
• Experience with ServiceNow Integration Hub, CMDB 360, or Health Log Analytics.
• Exposure to infrastructure-as-code or configuration management tools (Terraform, Ansible, Puppet) and their relationship to CMDB data.
• Experience with Tag-based or Agentless discovery in AWS or Azure environments. Core Competencies
• Data stewardship and a relentless focus on accuracy and completeness
• Systems thinking - ability to understand complex interdependencies across IT infrastructure

Benefits/Other Compensation

Medical, Dental, Life Insurance, 401K.

Why Hays?

You will be working with a professional recruiter who has intimate knowledge of the industry and market trends. Your Hays recruiter will lead you through a thorough screening process in order to understand your skills, experience, needs, and drivers. You will also get support on resume writing, interview tips, and career planning, so when there’s a position you really want, you’re fully prepared to get it.

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Hays is committed to building a thriving culture of diversity that embraces people with different backgrounds, perspectives, and experiences. We believe that the more inclusive we are, the better we serve our candidates, clients, and employees. We are an equal employment opportunity employer, and we comply with all applicable laws prohibiting discrimination based on race, color, creed, sex (including pregnancy, sexual orientation, or gender identity), age, national origin or ancestry, physical or mental disability, veteran status, marital status, genetic information, HIV-positive status, as well as any other characteristic protected by federal, state, or local law. One of Hays’ guiding principles is ‘do the right thing’. We also believe that actions speak louder than words. In that regard, we train our staff on ensuring inclusivity throughout the entire recruitment process and counsel our clients on these principles. If you have any questions about Hays or any of our processes, please contact us.

In accordance with applicable federal, state, and local law protecting qualified individuals with known disabilities, Hays will attempt to reasonably accommodate those individuals unless doing so would create an undue hardship on the company. Any qualified applicant or consultant with a disability who requires an accommodation in order to perform the essential functions of the job should call or text 813.336.5570.

Drug testing may be required; please contact a recruiter for more information.

#1186654 - Kimberly Moore