Key skills
ITSMJavaScriptServiceNowAnalyticsConfluence
About this role
Role Overview
- Lead the CMDB upliftment programme — owning CI class model design, CI relationship mapping, and the end-to-end population strategy across domains
- Design and implement manual CSV import process for Digital application CIs — defining import templates, field mapping and Transform Map configuration
- Configure and validate Service Graph Connectors: — ensuring accurate CI discovery and store hierarchy population
- Design the store hierarchy and validate API integration for Asset reference data
- Define CMDB data quality rules — master join key, duplicate CI prevention, device retirement process, firmware/OS currency — and implement enforcement via Transform Map validation
- Establish CMDB completeness reporting using Platform Analytics and define completeness KPIs
- Lead the Hardware Asset Management Professional (HAMPRO) implementation — covering hardware lifecycle tracking, warranty management, financial asset records and device replacement workflows
- Design HAMPRO CI model for hardware — aligning to the CMDB hardware CI class model
- Configure warranty expiry alerting, EOL management workflows and procurement integration for automated device refresh
- Build Flow Designer workflows for device replacement RITMs — procurement request, device provisioning, monitoring onboarding, and retired asset decommissioning
- Integrate HAMPRO asset records with Event Management incident enrichment — ensuring hardware incidents are enriched with warranty status, device age and replacement eligibility at creation time
- Provide technical direction and code/configuration review for Developers
- Translate Architect designs into sprint-ready technical tasks — breaking down epics into developer stories with clear acceptance criteria
- Maintain design documentation, integration specifications and runbooks in Confluence
- Participate in sprint ceremonies, provide technical estimates and flag risks and blockers to the Architect and Programme Manager
- Conduct CMDB health assessments — identifying orphan CIs, stale records, missing relationships and prioritising remediation
- Liaise with various product & ops teams to coordinate API access and validate data quality
Requirements
- 6–9 years of ServiceNow experience with at least 3 years focused on ITOM, CMDB and Service Asset & Configuration Management (SACM)
- Proven hands-on experience with ServiceNow Discovery, Service Mapping and CMDB 360 (multisource)
- Experience configuring Service Graph Connectors
- Strong understanding of CMDB CI class model, CI relationships and the Common Service Data Model (CSDM)
- Experience with Hardware Asset Management (HAMPRO) or IT Asset Management (ITAM) in ServiceNow
- Proficient in ServiceNow Transform Maps, Import Sets and data normalisation techniques
- ServiceNow Flow Designer and scripting (JavaScript / Glide API) for workflow automation
- Experience leading a team of 2–4 developers and providing technical mentorship
- Ability to produce clear technical documentation for Confluence
- ServiceNow Certified Implementation Specialist — ITOM or ITSM a plus but not required.
Tech Stack
- ITSM
- JavaScript
- ServiceNow
Benefits
- Health insurance
- Flexible work arrangements