ServiceNow CMDB Engineer

Milestone Technologies, Inc.; New York (NY); On-site; USD 110,000 - 121,000; Full time

Job summary

Milestone Technologies, Inc. is seeking an experienced ServiceNow CMDB administrator for onsite roles in multiple US cities including Orlando, Burbank, New York, and Seattle. The candidate will manage CMDB, IRE, SGCs, MID Server, and ITOM integrations.

You will ensure data quality, apply CSDM 5.0 principles, and collaborate with IT teams to maintain CMDB health and integration governance. The role emphasizes hands-on configuration, upgrade readiness, and strong communication to align data

Qualifications

• 3-5 years of experience in ServiceNow CMDB administration, IT Operations Management, Configuration Management, or related IT operations role within a large enterprise
• Hands‑on experience with ServiceNow CMDB administration, including CI class management, relationship type management, CMDB Health dashboards, and data quality remediation
• Strong working knowledge of CSDM (Common Service Data Model) 5.0, including CI class hierarchy, domain and layer structure, Service Instance modeling, and relationship types
• Hands‑on experience configuring and tuning IRE rules (Identification, Reconciliation, and Enrichment), including identification rules per CI class, reconciliation rules for attribute precedence, and data source prioritization across multiple competing integrations
• Experience reading IRE activity logs to diagnose identification failures, duplicate CI creation, and unexpected attribute overwrites, and making corrective rule changes
• Hands‑on experience installing, configuring, scheduling, and maintaining Service Graph Connectors (SGCs) from the ServiceNow Store
• Familiarity with MID Server architecture, including its role as a proxy between the ServiceNow instance and on‑premises or cloud‑hosted infrastructure
• Experience deploying, configuring, and maintaining MID Server instances
• Ability to design a MID Server placement strategy for a complex enterprise environment
• Familiarity with MID Server cluster configuration and load balancing for high availability
• Hands‑on experience configuring ServiceNow SAM Enterprise, including software model creation, license metric setup, normalization rules, and reconciliation job management
• Experience installing and managing Direct SaaS Integrations and Publisher Packs from the ServiceNow Store
• Ability to set up and tune SAM Enterprise reconciliation for priority publishers
• Familiarity with common software licensing models and how to represent them in SAM Enterprise
• Hands‑on experience configuring ServiceNow HAM Pro, including hardware model setup, model category management, asset lifecycle state configuration, and asset‑to‑CI linking rules
• Experience building hardware normalization rules to map discovery inventory to asset records
• Familiarity with hardware asset lifecycle workflows (receiving, deployment, refresh, retirement/disposal)
• Experience building automations in ServiceNow using Flow Designer or Workflow Editor
• Working knowledge of ServiceNow platform scripting (scripts)
• Experience participating in or leading upgrade testing for ServiceNow ITAM plugins
• Strong attention to detail and data quality management

Skills

CMDB administration

CSDM 5.0

IRE rule configuration

CI class management

Data quality remediation

Service Graph Connectors

MID Server

ITOM/SAM/HAM

Data governance

Education

Bachelor’s degree in Computer Science, Information Systems, Information Technology, Software Engineering, or related field

Relevant certifications (CSA, CIS‑ITOM, CIS‑ITAM, IAITAM) or equivalent experience

Tools

Service Graph Connectors

MID Server

SAM Enterprise

HAM Pro

CIS‑ITOM

CIS‑ITAM

CMDB Health Dashboards

ITIL

Data Manager

Job description

ONSITE ROLE > 4 DAYS/WEEK IN ORLANDO, BURBANK, NEW YORK OR SEATTLE

Basic Qualifications

CMDB & Configuration Management -

3-5 years of experience in ServiceNow CMDB administration, IT Operations Management, Configuration Management, or a related IT operations role within a large enterprise

Hands‑on experience with ServiceNow CMDB administration, including CI class management, relationship type management, CMDB Health dashboards, and data quality remediation

Strong working knowledge of CSDM (Common Service Data Model) 5.0, including CI class hierarchy, domain and layer structure, Service Instance modeling, and relationship types, with the ability to apply those principles to real‑world integration and CI placement decisions

Hands‑on experience configuring and tuning IRE rules (Identification, Reconciliation, and Enrichment), including identification rules per CI class, reconciliation rules for attribute precedence, and data source prioritization across multiple competing integrations

Experience reading IRE activity logs to diagnose identification failures, duplicate CI creation, and unexpected attribute overwrites, and making corrective rule changes

Service Graph Connectors & Integration Management -

Hands‑on experience installing, configuring, scheduling, and maintaining Service Graph Connectors (SGCs) from the ServiceNow

Store, including credential management, field mapping review, and managing connector upgrades

Proven ability to troubleshoot SGC job failures, IRE‑related population errors, and CMDB data gaps caused by connector misconfigurations

Working knowledge of the four ServiceNow integration types: Service Graph Connectors, Direct SaaS Integrations, Direct SSO Integrations, and Publisher Packs, including when to use each one and what the governance implications are

Ability to evaluate a new integration and recommend the right integration method, CI class placement, IRE configuration, and CMDB data authority designation

Working knowledge of MID Server architecture, including its role as a proxy between the ServiceNow instance and on‑premises or cloud‑hosted infrastructure, and how it supports both Discovery and SGC workloads

Experience deploying, configuring, and maintaining MID Server instances, including installation, service account setup, upgrade management, and validation

Ability to design a MID Server placement strategy for a complex enterprise environment, accounting for network segmentation, firewall constraints, and workload distribution

Experience troubleshooting MID Server issues including connectivity failures, authentication errors, probe timeouts, and performance‑related discovery gaps

Familiarity with MID Server cluster configuration and load balancing for high availability (Vancouver and later)

Hands‑on experience configuring ServiceNow SAM Enterprise, including software model creation, license metric setup, normalization rules, and reconciliation job management

Experience installing and managing Direct SaaS Integrations and Publisher Packs from the ServiceNow Store, including validation and troubleshooting of data flowing into SAM Enterprise

Ability to set up and tune SAM Enterprise reconciliation for priority publishers, including reading compliance positions, identifying gaps, and resolving normalization mismatches

Familiarity with common software licensing models (per‑user, per‑device, subscription, consumption‑based) and how to represent them accurately in ServiceNow SAM Enterprise

Hands‑on experience configuring ServiceNow HAM Pro, including hardware model setup, model category management, asset lifecycle state configuration, and asset‑to‑CI linking rules

Experience building or configuring hardware normalization rules to ensure that discovery‑sourced hardware inventory maps correctly to asset records and models

Familiarity with hardware asset lifecycle workflows in ServiceNow, including receiving, deployment, refresh, and retirement/disposal processes

Platform Configuration & Automation -

Experience building automations in ServiceNow using Flow Designer, Workflow Editor, or equivalent, including flows for ITAM lifecycle events, notifications, and approval routing

Working knowledge of ServiceNow platform scripting (script includes, business rules, scheduled jobs, transform maps) with the ability to build and maintain lightweight scripts that extend ITAM functionality without compromising upgrade safety

Experience participating in or leading upgrade testing for ServiceNow ITAM plugins (SAM Enterprise, HAM Pro, ITOM Visibility, CMDB Health), including regression testing of existing configurations and integrations

Data Quality & Process -

Strong attention to detail and comfort working through large, complex CI datasets to find and fix data quality issues across multiple discovery sources

Experience using ServiceNow CMDB Health and CMDB Data Manager to track and improve data quality metrics including completeness, staleness, accuracy, and duplicate rates

Ability to document IRE configurations, integration decisions, and CMDB processes clearly, and keep that documentation current as configurations change

Familiarity with ITIL principles, specifically Configuration Management and IT Asset Management, and how they apply in a ServiceNow environment

Stakeholder & Communication -

Strong written and verbal communication skills, including the ability to explain CMDB data quality issues, integration architecture, and IRE behavior to both technical and non‑technical audiences

Able to juggle multiple active integrations and competing priorities in a fast‑paced enterprise environment

Collaborative approach with experience working across infrastructure, application, cloud, security, and ITAM teams to agree on data authority and integration design

Comfortable fielding day‑to‑day data quality questions from operational teams and knowing when to elevate for a governance or architectural decision

Preferred Qualifications

• ITIL Foundation Certification or advanced ITIL certifications (v3 or later)
• ServiceNow Certified System Administrator (CSA) or Certified Implementation Specialist for IT Operations Management (CIS‑ITOM)
• ServiceNow Certified Implementation Specialist for ITAM (CIS‑ITAM) or CIS‑Discovery
• IAITAM certifications such as Certified Hardware Asset Manager (CHAMP) or Certified IT Asset Manager (CITAM)
• Experience with cloud discovery for AWS, Azure, or GCP, including IAM credential design and cloud‑native CI class management
• Familiarity with ServiceNow Service Mapping and Application Service modeling in CSDM
• Working knowledge of HAM Pro and SAM Enterprise workflows and what they need from CMDB data quality, including CI completeness, software inventory accuracy, and asset‑CI linking
• Experience with ServiceNow CMDB Data Manager, including data certification workflows, CI lifecycle state management, and duplicate resolution
• Foundational knowledge of network infrastructure concepts (IP addressing, subnets, VLANs, firewall rules) as they relate to Discovery coverage and MID Server placement

Education

Bachelor’s degree in Computer Science, Information Systems, Information Technology, Software Engineering, or a comparable field of study, and/or equivalent work experience

Relevant certifications (e.g., ServiceNow CSA, CIS‑ITOM, CIS‑ITAM, IAITAM CHAMP/CITAM) or demonstrated hands‑on Configuration Management and CMDB administration experience may be considered in place of a degree Electronics Engineering, or a comparable field of study, and/or equivalent work

The estimated pay range for this position is USD $80.00/hr - USD $88.00/hr. Exact compensation and offers of employment are dependent on job‑related knowledge, skills, experience, licenses or certifications, and location. We also offer comprehensive benefits. The Talent Acquisition Partner can share more details about compensation or benefits for the role during the interview process.