ServiceNow CMDB/CSDM Analyst

nttdatausa; United States; Remote; USD 55,000 - 62,000; Full time

Job summary

NTT DATA is seeking a ServiceNow CMDB/CSDM Analyst to maintain data accuracy and align the environment with the CSDM. The role blends CMDB governance, ITOM capabilities, and ServiceNow development across multiple applications in a largely remote LATAM context.

The ideal candidate will lead workshops, define CI classes and data standards, and collaborate with IT teams on incident, change, asset, ITSM, and ITOM processes while supporting annual upgrades and platform roadmaps.

Qualifications

• At least 3 years of ServiceNow experience.
• At least 3 years of ServiceNow development experience, including Business Rules, Glide scripting, UI Policies, Flow Designer, and ACLs.
• Hands-on experience with ServiceNow CMDB, CSDM, ITOM, Discovery, and Service Mapping.
• Experience configuring and maintaining MID Servers.
• Experience designing and developing ServiceNow solutions in an Agile software development environment.
• Understanding of IT infrastructure, including servers, networks, and cloud environments (AWS/Azure).
• Ability to analyze large datasets, identify trends, and remediate data-quality issues.
• Experience leading workshops, gathering requirements, estimating effort, and communicating platform capabilities in clear business language.
• Strong documentation, diagramming, interpersonal, and communication skills.
• Ability to work effectively in a fast-moving environment with minimal supervision.

Responsibilities

• Implement and enforce CSDM standards for Business Applications, Application Services, Technical Services, and related configuration data.
• Monitor CMDB Health Dashboards and remediate duplicate, orphaned, stale, or inaccurate configuration items.
• Define and maintain CI classes, attributes, naming conventions, relationships, configuration baselines, and data lifecycle standards.
• Manage and troubleshoot ServiceNow Discovery, Service Mapping, MID Server configurations, discovery schedules, and third-party data ingestion.
• Work with IT teams to align Configuration Management with Incident, Change, Asset Management, ITSM, ITAM, and ITOM processes.
• Support hardware and software asset management through data centralization, normalization, vendor and contract information, cost optimization, and risk reduction.
• Lead requirements workshops, capture business and user requirements, estimate level of effort, and explain platform capabilities to technical and non-technical stakeholders.
• Design, configure, develop, and support ServiceNow workflows, integrations, applications, and out-of-the-box platform capabilities.
• Apply ServiceNow development best practices using Business Rules, Glide scripting, UI Policies, Flow Designer, ACLs, and update sets.
• Assess the impact of platform changes, coordinate development activities, and help minimize technical debt.
• Support the full development lifecycle, including requirements gathering, system design, testing, verification, documentation, deployment, clone and promotion activities.
• Create data dictionaries, data-flow diagrams, CSDM documentation, knowledge articles, demos, and proof-of-concepts.
• Assist with platform roadmap planning, annual upgrades, operations, maintenance, security patching, and vulnerability remediation.
• Provide off-hours support for release deployments when required.

Skills

ServiceNow development

Business Rules

Glide scripting

UI Policies

Flow Designer

ACLs

Data analysis

Stakeholder communication

Workshop facilitation

Documentation

Education

Advanced university degree in Computer Science/Systems Engineering/Information Systems

Bachelor’s degree in related field

Tools

ServiceNow CMDB

CSDM

ITOM

Discovery

Service Mapping

MID Server

Flow Designer

Business Rules

Glide scripting

UI Policies

ACLs

Job description

Location: 100% remote, seeking candidates located in LATAM. Contract Length: 1 year, with potential for extension. Contract Rate: $40-45 per hour in USD. Final rate will be determined based on relevant experience and overall fit for the position.

NTT DATA is seeking a ServiceNow CMDB/CSDM Analyst with strong ServiceNow expertise to maintain the accuracy, integrity, and maturity of configuration data while aligning the environment with the Common Service Data Model (CSDM). This role combines CMDB governance, ITOM capabilities, ServiceNow development, stakeholder consultation, and end-to-end platform support.

Responsibilities

• Implement and enforce CSDM standards for Business Applications, Application Services, Technical Services, and related configuration data.
• Monitor CMDB Health Dashboards and remediate duplicate, orphaned, stale, or inaccurate configuration items.
• Define and maintain CI classes, attributes, naming conventions, relationships, configuration baselines, and data lifecycle standards.
• Manage and troubleshoot ServiceNow Discovery, Service Mapping, MID Server configurations, discovery schedules, and third‑party data ingestion.
• Work with IT teams to align Configuration Management with Incident, Change, Asset Management, ITSM, ITAM, and ITOM processes.
• Support hardware and software asset management through data centralization, normalization, vendor and contract information, cost optimization, and risk reduction.
• Lead requirements workshops, capture business and user requirements, estimate level of effort, and explain platform capabilities to technical and non-technical stakeholders.
• Design, configure, develop, and support ServiceNow workflows, integrations, applications, and out‑of‑the‑box platform capabilities.
• Apply ServiceNow development best practices using Business Rules, Glide scripting, UI Policies, Flow Designer, ACLs, and update sets.
• Assess the impact of platform changes, coordinate development activities, and help minimize technical debt.
• Support the full development lifecycle, including requirements gathering, system design, testing, verification, documentation, deployment, clone and promotion activities.
• Create data dictionaries, data‑flow diagrams, CSDM documentation, knowledge articles, demos, and proof‑of‑concepts.
• Assist with platform roadmap planning, annual upgrades, operations, maintenance, security patching, and vulnerability remediation.
• Provide off‑hours support for release deployments when required.

Required Experience

• At least 3 years of relevant ServiceNow experience.
• At least 3 years of ServiceNow development experience, including Business Rules, Glide scripting, UI Policies, Flow Designer, and ACLs.
• Hands‑on experience with ServiceNow CMDB, CSDM, ITOM, Discovery, and Service Mapping.
• Practical implementation experience across multiple ServiceNow applications, including CMDB, Discovery, ITAM, ITSM, or ITOM.
• Experience configuring and maintaining MID Servers.
• Experience designing and developing ServiceNow solutions in an Agile software development environment.
• Understanding of IT infrastructure, including servers, networks, cloud environments such as AWS or Azure, and enterprise applications.
• Ability to analyze large datasets, identify trends, and remediate data‑quality issues.
• Experience leading workshops, gathering requirements, estimating effort, and communicating platform capabilities in clear business language.
• Strong documentation, diagramming, interpersonal, and communication skills.
• Ability to work effectively in a fast‑moving environment with minimal supervision.

Nice‑to‑Have

• Experience with Service Portal UI design and configuration.
• Knowledge of organizational change management and communications.
• Experience supporting annual upgrades, platform performance improvements, security remediation, and roadmap planning.

Tools & Technologies

• ServiceNow CMDB, CSDM, ITOM, Discovery, Service Mapping, ITAM, and ITSM.
• Business Rules, Glide scripting, UI Policies, Flow Designer, ACLs, update sets, workflows, integrations, and MID Server.
• AWS and Azure infrastructure concepts.
• Agile and Scrum delivery practices.

Education & Certifications

• Advanced university degree in Computer Science, Systems Engineering, Information Systems, or a related discipline plus at least 4 years of relevant professional experience; or a bachelor's degree in a related field plus at least 6 years of relevant professional experience.
• ServiceNow Certified System Administrator, Application Developer, or Implementation Specialist certification is preferred.
• ServiceNow Certified Implementation Specialist in CMDB or ITOM is preferred.
• ITIL Foundation, ITIL v3, or ITIL 4 certification is preferred.

Required Equipment

Required Equipment: This role requires the use of a personal laptop. Candidates must be comfortable with company security software and device management tools being installed on their laptop as part of the onboarding process and for the duration of the engagement.

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