ServiceNow

Title: ServiceNow CMDB Technical Analyst

Location: Hybrid, onsite 1–2 days/week (Toronto or Scarborough)

Summary

• Strong technical background in CMDB data management and operations.
• Hands-on experience with CMDB administration, data quality, and operational processes.
• The client is seeking an experienced ServiceNow CMDB Technical Specialist to support the administration, maintenance, optimization, and operational management of its Configuration Management Database (CMDB).
• The successful candidate will have a strong technical background in ServiceNow, with hands-on experience managing CMDB data, maintaining data quality, troubleshooting discrepancies, and supporting ongoing configuration management processes.
• This role requires a thorough understanding of how data is structured within the ServiceNow CMDB, including tables, configuration items (CIs), relationships, reconciliation processes, and data integrations. The specialist will ensure CMDB information is accurate, consistent, reliable, and aligned with established data management standards.
• The ideal candidate will have approximately 5–7 years of relevant experience in ServiceNow development, administration, CMDB management, or technical operations, with the ability to investigate and resolve data issues independently.

Key Responsibilities

ServiceNow CMDB Administration & Technical Operations

• Perform hands-on administration, maintenance, and support of the ServiceNow CMDB.
• Maintain and manage configuration items (CIs), CI relationships, attributes, and associated records.
• Navigate the ServiceNow platform confidently to investigate, update, validate, and troubleshoot CMDB data.
• Understand the underlying structure of the CMDB, including relevant tables, fields, relationships, and dependencies.
• Identify the correct ServiceNow tables and data structures for configuration and asset information.
• Support CMDB configuration, technical enhancements, and operational process improvements.
• Troubleshoot issues affecting CMDB data integrity, completeness, and consistency.

CMDB Data Quality & Reconciliation

• Monitor and maintain the accuracy, completeness, consistency, and reliability of CMDB records.
• Perform data reconciliation to identify and resolve conflicting, duplicate, incomplete, or inaccurate configuration item records.
• Understand and support ServiceNow identification and reconciliation processes, including how data from multiple sources is matched and updated.
• Investigate discrepancies between the CMDB and upstream data sources.
• Support data normalization, validation, deduplication, and remediation activities.
• Identify root causes of recurring data quality issues and implement sustainable solutions.
• Monitor data quality rules and controls to ensure CMDB information remains reliable.

Data Integration & Warehouse Support

• Support the flow of data into the CMDB from discovery tools, external systems, integrations, and other data sources.
• Understand how source data is mapped to ServiceNow CMDB tables and fields.
• Investigate data ingestion and integration issues that affect CMDB accuracy.
• Work with technical teams to troubleshoot data mapping, transformation, and reconciliation problems.
• Understand how CMDB data is structured, stored, consumed, and potentially transferred to downstream reporting platforms or data warehouses.
• Validate data across systems and assist with resolving inconsistencies between source systems, the CMDB, and downstream consumers.

Technical Development & Process Improvement

• Support ServiceNow development and administration activities related to CMDB functionality.
• Assist with configuring and maintaining business rules, data policies, scripts, workflows, and other platform components, as appropriate to the role.
• Document technical processes, data structures, reconciliation rules, and operational procedures.
• Identify opportunities to improve CMDB maintenance, automation, data quality, and operational efficiency.
• Collaborate with ServiceNow developers, administrators, IT Asset Management (ITAM), IT Service Management (ITSM), and infrastructure teams.
• Support testing and validation of CMDB changes, enhancements, and integrations.

Governance, Controls & Stakeholder Collaboration

• Apply established data governance standards and controls to CMDB operations.
• Work with stakeholders to investigate data issues, clarify ownership, and coordinate remediation activities.
• Maintain documentation supporting CMDB data management, technical processes, and quality controls.
• Support audit, risk, and compliance requests relating to configuration and asset data.
• Communicate technical findings, data issues, and remediation recommendations to relevant teams.

Required Qualifications

• 5–7 years of relevant experience in ServiceNow development, administration, CMDB management, or related technical roles.
• Strong hands-on experience working within the ServiceNow platform.
• Demonstrated experience administering, maintaining, and troubleshooting ServiceNow CMDB data.
• Strong understanding of CMDB architecture, configuration items, CI relationships, attributes, and data structures.
• Ability to identify and work with the correct ServiceNow tables, fields, and relationships.
• Practical experience with CMDB data quality, validation, reconciliation, and remediation.
• Understanding of ServiceNow identification and reconciliation processes, including how competing data sources are handled.
• Experience investigating data discrepancies and resolving issues affecting CMDB accuracy.
• Understanding of data ingestion, integrations, data mapping, and source-to-target data flows.
• Ability to troubleshoot technical issues independently and identify root causes.
• Strong analytical, problem-solving, documentation, and communication skills.

Preferred Qualifications

• ServiceNow Certified System Administrator (CSA) or relevant ServiceNow technical certification.
• ServiceNow development experience, including scripting and platform configuration.
• Experience with ServiceNow Discovery, Service Mapping, Identification and Reconciliation Engine (IRE), or IntegrationHub.
• Knowledge of ServiceNow IT Asset Management (ITAM), Software Asset Management (SAM), and IT Service Management (ITSM).
• Experience working with CMDB data extracts, reporting, SQL, databases, or downstream data warehouse environments.
• Familiarity with data governance, data ownership, metadata, and data quality controls.
• Experience in banking, financial services, or other complex enterprise environments.
• Experience supporting large-scale ServiceNow implementations, CMDB remediation initiatives, or platform optimization projects.

Ideal Candidate Profile

• The ideal candidate is a technically strong ServiceNow CMDB specialist who understands both how the platform operates and how CMDB data is structured, populated, reconciled, maintained, and consumed by other systems.
• This individual should be comfortable working directly in ServiceNow, identifying the correct tables and records, troubleshooting data quality issues, supporting reconciliation processes, and collaborating with development, administration, and infrastructure teams.