CMBD Administrator, ITAM (HAM & SAM)

AIR MILES Reward Program; Toronto; On-site; CAD 75,000 - 105,000; Full time

Job summary

Join a leading loyalty program as a ServiceNow CMDB Administrator, where you will manage the Configuration Management Database (CMDB) to ensure the integrity of IT infrastructure data. This role requires collaboration with cross-functional teams to implement best practices in CMDB management, supporting ITIL processes. You will be responsible for ensuring the CMDB reflects current organizational needs and aids in effective decision-making.

Qualifications

• Bachelor’s Degree in a relevant field is required.
• 3 years of experience in ServiceNow is essential.
• Strong understanding of ITIL processes and data quality governance.

Responsibilities

• Manage and maintain the Configuration Management Database (CMDB).
• Ensure data integrity and support ITIL processes.
• Implement automation for data collection and reconciliation.

Skills

CMDB data management

Automation

Data governance

ITIL processes

Relationship mapping

Education

Bachelor’s Degree in Computer Science

Bachelor’s Degree in Computer Engineering

Tools

ServiceNow

SCCM

Discovery

Job description

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The AIR MILES Reward Program is one of Canada’s most recognized loyalty programs, with over 10 million active collector accounts, representing more than half of all Canadian households. AIR MILES collectors earn Reward Miles at more than 300 leading Canadian, global and online brands and at thousands of retail and service locations across the country. AIR MILES is a wholly-owned subsidiary of the Bank of Montreal (BMO). BMO is Canada’s oldest bank and the 8th largest in North America with more than 12 million customers globally.

Position Overview & Responsibilities:

The ServiceNow CMDB Administrator manages the Configuration Management Database (CMDB) to ensure accurate and up-to-date information about IT infrastructure. Key duties include overseeing CI lifecycle management, ensuring data integrity, supporting ITIL processes, and automating data collection and reconciliation. They also collaborate with cross-functional teams, provide training, and generate reports for monitoring CMDB health. Additionally, they ensure compliance with security and regulatory standards.

Responsibilities:

• Ensure that all Configuration Items are correctly classified and aligned with Air Miles’ ITIL processes.
• Establish and maintain relationships between CIs, ensuring that dependencies and impacts are properly mapped.
• Ensure that CMDB data is accurate, consistent, and up-to-date. Implement data governance processes to maintain data quality
• Perform regular audits and reconciliation of the CMDB to identify and correct discrepancies between the CMDB and the actual IT environment.
• Implement and configure tools and integrations (e.g., Discovery, SCCM, etc.) to automate the population and update of CMDB data
• Ensure that the CMDB is aligned with ITIL best practices and is effectively supporting change management, incident management, and other ITSM processes.
• Establish and enforce standards for CI attributes, relationships, and classifications to maintain consistency across the CMDB.
• Create and maintain reports, dashboards, and visualizations to track CMDB health, performance, and trends.
• Develop key performance indicators (KPIs) to assess the effectiveness of the CMDB and related processes
• Monitor CMDB data health and generate periodic reports on data accuracy, completeness, and compliance
• Investigate and resolve issues related to CIs and their relationships. Support other teams in troubleshooting incidents and problems linked to CMDB data.
• Analyze and report the potential impact of incidents and changes on the CI environment.
• Collaborate with other departments, such as IT Operations, Security, and Network, to ensure that the CMDB accurately represents Air Miles’ IT infrastructure.
• Provide training and guidance to other team members and end-users on CMDB usage and best practices.
• Act as a liaison between business and technical stakeholders to ensure that the CMDB aligns with business needs and technical requirements.
• Configure and customize the ServiceNow CMDB, including creating new CI classes, attributes, and relationships to meet organizational needs.
• Implement automation to streamline CMDB processes, such as auto-populating CIs, automatic relationship mapping, or data reconciliation.
• Integrate CMDB with other tools and systems (e.g., asset management, monitoring, and discovery tools) to improve data accuracy and automation
• Manage user access and permissions related to the CMDB, ensuring that only authorized personnel can modify or view sensitive data
• Ensure that the CMDB complies with internal and external regulatory and security standards.
• Maintain clear and up-to-date documentation related to the CMDB configuration, processes, and workflows.
• Identify opportunities for improving the CMDB processes and workflows, aiming to increase efficiency and data quality.
• Keep up with ServiceNow updates and best practices in CMDB management and ITIL processes to implement new features and improvements
• Monitor the performance and availability of the CMDB to ensure it is running efficiently and effectively.
• Address any issues related to system performance, outages, or data discrepancies promptly to minimize disruptions

This role plays a crucial part in ensuring the CMDB reflects the true state of the Air Miles organization's IT infrastructure, enabling better decision-making, improved service delivery, and more efficient change management.

Qualifications:

• Bachelor’s Degree in Computer Science, Computer Engineering or a related field
• Minimum of 3 years of directly related work experience in ServiceNow

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Advertising Services and Marketing Services

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