Service Configuration Manager (CMDB) & ITOM Lead

Verdantas - India Careers; Pune District; Vor Ort; INR 3.500.000 - 5.500.000; Vollzeit

Zusammenfassung

Verdantas - India Careers is seeking a Service Configuration Manager (CMDB) & ITOM Lead with 8-10 years of experience to drive ServiceNow CMDB and ITOM initiatives. You will lead governance, data quality, discovery, service mapping, event management, and operational visibility impacting service reliability across the enterprise.

You will own CMDB strategy, partner with IT teams, and guide data ownership, governance, and CI relationships.

Qualifikationen

• 5+ years in ServiceNow CMDB/ITOM governance
• Experience with CMDB policy, lifecycle, and data ownership
• Experience across on‑prem, cloud, and hybrid environments

Aufgaben

• Own CMDB strategy, roadmap, and operating model aligned with ITIL practices
• Lead ITOM Discovery, Service Mapping design and optimization
• Enable CMDB data to downstream ITSM processes
• Lead CMDB/ITOM integration for acquisitions
• Define data quality KPIs and continuous improvement

Kenntnisse

CMDB governance

ServiceNow

ITOM

Discovery

Service Mapping

Data quality

Stakeholder mgmt

Ausbildung

Bachelor's degree in IT/CS

CMDB/ITOM experience

Tools

ServiceNow CMDB

Discovery patterns

IRE

Cloud platforms (Azure/AWS)

Jobbeschreibung

Service Configuration Manager (CMDB) & ITOM Lead

8-10 Years

Full-Time

We at Verdantas, seeking for a Service Configuration Manager (CMDB) & ITOM Lead to lead ServiceNow CMDB and ITOM initiatives, driving configuration governance, data quality, Discovery, Service Mapping, Event Management, operational visibility, and service reliability across the enterprise.

Key Responsibilities:

CMDB Governance & Configuration Management

• Own the CMDB strategy, roadmap, and operating model aligned with ITIL Configuration Management practices
• Define and enforce CMDB policies, standards, class models, naming conventions, and lifecycle processes
• Establish and enforce a CI ownership and accountability model, including defined data stewards, escalation paths, and enforcement of accountability for maintaining data quality
• Establish data quality controls, KPIs, and continuous improvement mechanisms
• Ensure CMDB accuracy, completeness, and compliance across on‑prem, cloud, and hybrid environments
• Act as the CMDB product owner, balancing technical requirements and business priorities

ITOM – Discovery, Service Mapping, and Event Management

• Lead ServiceNow Discovery and Service Mapping design, implementation, and ongoing optimization
• Define discovery schedules, credentials, patterns, and scopes across infrastructure, cloud, and platforms
• Ensure reliable population of CIs and relationships into the CMDB
• Partner with application and infrastructure teams to map critical business services end‑to‑end
• Lead the design, implementation, and governance of ITOM Event Management capabilities, including integrating alerts from monitoring tools, reducing noise through correlation, and improving incident detection and response
• Improve operational visibility by reducing monitoring gaps and ensuring accurate service dependency mapping

Service Enablement & Process Integration

• Enable downstream ServiceNow processes (Incident, Change, Problem, Asset, SecOps, and ITOM including Event Management and Health) through reliable CMDB data
• Ensure CMDB is actively embedded into Incident, Change, and Problem Management, including:
  • CI usage enforcement
  • Dependency-based impact analysis
  • Root cause and trend support
• Collaborate with ITSM, ITAM, SecOps, Cloud, and Network teams to align data ownership and responsibilities
• Ensure proper integration of CMDB data from external sources (cloud providers, monitoring tools, endpoint tools, etc.)
• Support impact analysis, root cause analysis, and change risk assessment

M&A / Acquisition Integration Support

• Lead CMDB and ITOM integration for acquired entities, including onboarding of infrastructure, applications, and services into the CMDB
• Align acquired environments to enterprise CMDB standards, class models, and governance practices
• Support Day 1 readiness and early-stage operational stability by ensuring visibility of critical services and support ownership
• Partner with ITSM and Helpdesk teams to ensure seamless transition into standard support and operational processes

Reporting, Metrics & Data Quality

• Define and deliver standardized CMDB and ITOM reporting, including:
  • Data quality metrics (completeness, accuracy, timeliness)
  • Discovery coverage and health
  • Service mapping coverage (critical services)
  • CI usage across ITSM processes
• Provide regular reporting and insights to leadership to support operational and strategic decisions
• Drive continuous improvement based on data, trends, and operational feedback
• Partner with automation and AI initiatives to ensure CMDB data supports accurate ticket classification, routing, and decision-making
• Establish feedback loops from Incident, Change, and Problem Management to improve CMDB accuracy
• Identify opportunities to automate data ingestion, reconciliation, and validation

Security & Compliance Alignment

• Support security and compliance initiatives by ensuring accurate asset and configuration data
• Enable vulnerability management, audit readiness, and risk assessments through reliable CMDB data
• Partner with SecOps to align configuration data with security tooling and processes

Leadership & Stakeholder Engagement

• Act as the primary CMDB and ITOM subject matter expert
• Facilitate cross-functional working sessions to define ownership, data sources, and operational expectations
• Provide regular reporting on CMDB health, discovery coverage, and service visibility to leadership
• Mentor ServiceNow developers and administrators on CMDB and ITOM best practices
• Define and operate a sustainable CMDB and ITOM run model, including ongoing maintenance and continuous improvement

Education & Experience:

• Bachelor's degree in information technology, Computer Science, or a related field, or equivalent relevant experience
• 5+ years of ServiceNow platform experience
• 3+ years owning CMDB and/or ITOM (Discovery and Service Mapping) in a complex environment
• Hands-on experience with:
  • ServiceNow CMDB & CI Class Model
  • Discovery (horizontal & cloud)
  • Service Mapping
  • ITIL Configuration Management practices
• Experience supporting large-scale, multi-domain infrastructure (on‑prem, cloud, SaaS)

Technical Skills

• Strong understanding of:
  • CI lifecycle management
  • CI relationships and dependency modeling
  • Identification & Reconciliation Engine (IRE)
  • Discovery patterns and credential management
• Familiarity with:
  • Cloud platforms (Azure, AWS, GCP)
  • Infrastructure monitoring and observability tools
  • ITAM, SecOps, and ITSM integrations

Certifications (Preferred)

• ServiceNow Certified Implementation Specialist – ITOM
• ServiceNow Certified System Administrator