ServiceNow Consultant

VirtusaPolaris - Virtusa Corporation; Toronto; On-site; CAD 100,000 - 130,000; Full time

Job summary

A leading IT services company based in Toronto is seeking a skilled ServiceNow CMDB Lead to oversee the CMDB strategy and governance. The successful candidate will lead a team focused on ensuring the highest data quality and aligning CMDB processes with business services. Extensive experience in ServiceNow, particularly CMDB and Discovery, is essential. Strong leadership and analytical skills are required for this position.

Qualifications

• 10+ years in ServiceNow platform, 7+ years in CMDB.
• Hands-on experience with ServiceNow CMDB, Discovery, Service Mapping.
• Strong knowledge of ITIL Configuration Management processes.

Responsibilities

• Define and maintain CMDB strategy and standards.
• Establish CMDB governance framework, policies, and processes.
• Approve and monitor CI reconciliation processes.

Skills

ServiceNow platform experience

CMDB management experience

ITIL knowledge

Leadership skills

Analytical skills

Tools

ServiceNow

GlideScript

Job description

Overview

Title: ServiceNow CMDB Lead

Seeking a skilled ServiceNow CMDB Lead responsible for overall CMDB strategy, governance, data quality, and service mapping. The role leads the CMDB team, ensures CI classification and patterns are accurate, manages discovery and reconciliation processes, and drives CMDB alignment with business services.

Key Responsibilities

• Define and maintain CMDB strategy, roadmap, and standards.
• Establish CMDB governance framework, policies, and processes.
• Ensure CMDB aligns with ITIL Configuration Management best practices.
• Drive data quality initiatives: completeness, correctness, uniqueness, relationship accuracy, and compliance.
• Approve and monitor CI reconciliation, normalization, and deduplication processes.
• Ensure CI data meets business and audit requirements.
• Oversee creation, maintenance, and optimization of CI classes, identification rules, and discovery patterns.
• Ensure correct classification of discovered CIs and accurate relationships.
• Validate patterns for Discovery and Service Mapping to support end-to-end service visibility.
• Coordinate with Discovery and Service Mapping teams to ensure effective CI discovery and service mapping.
• Monitor MID Servers, probes, and sensors to ensure high accuracy of automated CI identification.
• Lead a team of CMDB analysts, data quality specialists, and pattern developers.
• Collaborate with application, infrastructure, and service owners for CI validation and approvals.
• Communicate CMDB health, metrics, and improvements to executive and business stakeholders.
• Define and track CMDB KPIs and dashboards for data quality, CI coverage, and service visibility.
• Provide actionable insights and recommendations to improve CMDB adoption and accuracy.

Required Skills

• 10+ years in ServiceNow platform, 7+ years in CMDB.
• Extensive hands-on experience with ServiceNow CMDB, Discovery, Service Mapping, and IRE.
• Expertise in CI classification, identification patterns, and reconciliation logic.
• Strong knowledge of ITIL Configuration Management, Change, and Incident Management processes.
• Proven leadership experience managing CMDB or ServiceNow teams.
• Experience in scripting and automation in ServiceNow (GlideScript, Business Rules, Script Includes).
• Strong analytical, problem-solving, and stakeholder management skills.
• Ability to work across multi-instance or multi-region ServiceNow environments.

Preferred Skills

• Experience with Agile development methodologies.
• Exposure to ServiceNow GRC, SecOps, or HRSD is a plus.
• Prior experience working in large enterprise environments.
• Experience in governance and audit compliance initiatives.
• Certifications & Preferred: ServiceNow Certified Implementation Specialist CMDB.
• Experience in CMDB Health Dashboard configuration, advanced service mapping.