CSDM / CMDB Lead - ServiceNow

Atidan Technologies; India; On-site; INR 1,200,000 - 2,400,000; Full time

Job summary

Atidan Technologies is seeking a qualified CSDM/CMDB Lead to design, implement, and operate a scalable CMDB on ServiceNow. The role focuses on data governance, certification, and continuous improvement across the CMDB and related ITOM processes.

The candidate will lead end-to-end service mapping across on-prem, cloud, and hybrid environments, drive CMDB readiness for new platforms, and collaborate with EA to align CMDB with enterprise standards and reference models.

Qualifications

• 10+ years in CMDB / Configuration Management / ITOM roles.
• 5+ years hands-on experience with ServiceNow CMDB.
• Strong expertise in CSDM framework, Service Mapping, Discovery, Service Graph Connectors, CI normalization and reconciliation.
• Experience building CMDB for hybrid cloud environments and business applications.
• Strong understanding of ITSM processes, ITOM, AIOps and observability.
• Experience running CMDB governance and certification programs.

Responsibilities

• Design and implement CMDB aligned to ServiceNow CSDM.
• Define and govern: Business Applications, Application Services, Technical Services, Infrastructure CIs.
• Establish CI class model, naming standards, normalization rules, lifecycle management.
• Liaise with Enterprise Architecture to align CMDB with standards and reference models.
• Maintain the CSDM reference architecture and service modeling standards.
• Provide CMDB impact assessments for major tech transformations.
• Lead end-to-end service mapping across on-prem, cloud, and hybrid environments.
• Configure and operate ServiceNow Service Mapping.
• Build and maintain service dependency maps for critical apps.
• Enable impact analysis for Incident, Change, Problem, and Major Incident processes.
• Manage ServiceNow Discovery and normalize data from network tools, endpoints, and asset systems.
• Ensure automated population and continuous refresh of CMDB data.
• Data ownership, certification, audit, and KPI tracking.

Skills

CMDB Lead

ServiceNow CMDB

CSDM framework

Service Mapping

Discovery

CI normalization

Data governance

ITOM

AIOps

Tools

Service Graph Connectors

ServiceNow Discovery

Job description

We are seeking a highly experienced and hands-on CSDM / CMDB Lead to design, implement, and operate a robust Configuration Management capability on ServiceNow. The role will be responsible for establishing a scalable CMDB aligned to CSDM standards, enabling service mapping across application, service, and infrastructure layers, and ensuring high data quality through governance, certification, and continuous improvement.

This is a delivery-focused role requiring deep technical expertise in ServiceNow CMDB, Discovery, Service Mapping, and Service Graph integrations, combined with strong stakeholder engagement and process leadership.

Key Responsibilities

• Design and implement CMDB aligned to ServiceNow CSDM (Common Service Data Model)
• Define and govern:
• Business Applications
• Application Services
• Technical Services
• Infrastructure CIs
• Establish CI class model, naming standards, normalization rules, and lifecycle management
• Liaise closely with the Enterprise Architecture (EA) group to:

o Align CMDB design with enterprise architecture standards and reference models

o Participate in architecture reviews and design forums

o Ensure new platforms, applications, and services are CMDB-ready by design

• Maintain the CSDM reference architecture and service modeling standards as part of the enterprise architecture blueprint
• Provide CMDB impact assessments for major technology transformations and platform initiatives
• Lead end-to-end service mapping across:
• On-prem, cloud, and hybrid environments
• Configure and operate ServiceNow Service Mapping
• Build and maintain service dependency maps for critical applications.
• Enable impact analysis for Incident, Change, Problem, and Major Incident processes

Discovery & Service Graph Integrations

• Manage ServiceNow Discovery
• Normalize and reconcile CI data from:
• Network tools
• Endpoint platforms
• Asset systems
• Ensure automated population and continuous refresh of CMDB data

CMDB Governance & Data Quality

• Data ownership model
• Certification process
• Audit model
• Define and track data quality KPIs:
• Accuracy
• Compliance
• Relationship integrity
• Conduct quarterly CMDB health reviews and audits

Application & Infrastructure Onboarding

• Define and operate Application and Infrastructure onboarding processes
• Create onboarding documentation, standards, and templates
• Partner with:
• Cloud
• Applications
• Network
• Platform
• OT teams
• Ensure new services are CMDB-certified before production go-live

Process Enablement & ITSM Integration

• Enable CMDB-driven:
• Incident impact analysis
• Problem root cause analysis
• Event correlation and AIOps
• Integrate CMDB with ITOM and Observability platform

Documentation & Knowledge Management

• Develop and maintain:
• CMDB operating model
• CSDM reference architecture
• Data governance policies
• Certification playbooks
• Enterprise CMDB aligned to CSDM
• End-to-end service maps
• Discovery and Service Graph integrations
• CMDB governance and audit framework
• Data quality dashboards and scorecards

Required Skills & Experience

Mandatory

• 10+ years in CMDB / Configuration Management / ITOM roles
• 5+ years hands-on experience with ServiceNow CMDB
• Strong expertise in:
• CSDM framework
• Service Mapping
• Discovery
• Service Graph Connectors
• CI normalization and reconciliation
• Experience building CMDB for:
• Hybrid cloud environments
• Business applications
• Strong understanding of:
• ITSM processes
• ITOM
• AIOps and observability
• Experience running CMDB governance and certification programs

Preferred

• ServiceNow ITOM / CMDB certifications
• Experience working with:
• Network discovery
• Endpoint management platforms
• Applications
• Experience in global enterprise environments