Location: Remote (US)
Salary: Competitive, based on experience
Position: Permanent, Full-Time
Experience Level: Senior / Specialist
We are supporting an organisation looking for a Senior ServiceNow ITOM / CMDB Consultant to improve the visibility, accuracy and management of its technology estate through ServiceNow.
This role focuses on the implementation and optimisation of IT Operations Management capabilities, with particular emphasis on Discovery, Service Mapping, CMDB quality and the Common Service Data Model (CSDM).
You will work with technical teams and stakeholders to understand infrastructure environments, improve configuration data and build reliable relationships between technology assets and business services. The successful candidate will combine hands-on platform expertise with an understanding of how CMDB and ITOM capabilities support wider IT operations and service management.
Design, configure and enhance ServiceNow ITOM capabilities, including Discovery and Service Mapping.
Implement and maintain CMDB structures, ensuring configuration data is accurate, consistent and useful to operational teams.
Support the adoption and ongoing alignment of CSDM, including service modelling, data ownership and relationship mapping.
Configure Discovery schedules, credentials, patterns and related capabilities to improve infrastructure visibility.
Develop and troubleshoot Service Mapping configurations to establish accurate relationships between applications, infrastructure and business services.
Investigate CMDB data quality issues, duplicate records, identification and reconciliation problems, and gaps in configuration coverage.
Work with infrastructure, cloud and application teams to integrate data from multiple technology sources.
Support CMDB health initiatives, including completeness, correctness, compliance and ongoing data maintenance.
Integrate ITOM and CMDB capabilities with ITSM processes, incident management, change management and service operations.
Identify opportunities to automate operational processes and improve the reliability of service data.
Document technical designs, configuration decisions and implementation standards.
Advise stakeholders on ITOM best practices, platform capabilities and opportunities for continuous improvement.
5+ years of ServiceNow experience, with substantial hands-on expertise in ITOM, CMDB or related platform capabilities.
Practical experience implementing or supporting ServiceNow Discovery and CMDB.
Strong understanding of CSDM, configuration item relationships, service modelling and CMDB data structures.
Experience with Discovery schedules, credentials, patterns and troubleshooting discovery issues.
Understanding of identification and reconciliation rules, data sources and CMDB data quality management.
Experience integrating infrastructure and application data into ServiceNow.
Ability to diagnose complex configuration, discovery and data integrity issues.
Understanding of how CMDB and ITOM support ITSM processes and wider enterprise service management.
Strong stakeholder communication skills and the ability to work with infrastructure, application and service management teams.
Experience delivering platform enhancements, implementations or continuous improvement projects.
ServiceNow Certified Implementation Specialist (CIS) – ITOM.
Experience with Service Mapping, Event Management or Health Log Analytics.
Exposure to Service Graph Connectors, IntegrationHub ETL or other CMDB data ingestion methods.
Experience with cloud environments such as AWS, Azure or Google Cloud.
Familiarity with infrastructure monitoring tools and third-party discovery integrations.
Experience implementing CSDM at enterprise scale.
Background with a ServiceNow implementation partner or specialist consultancy.
Exposure to AIOps, operational automation or AI-enabled IT operations.
Fully remote role across the US.
Opportunity to specialise in core ServiceNow ITOM and configuration management capabilities.
Hands-on involvement in improving enterprise infrastructure visibility and service mapping.
Opportunity to work across complex technology environments and influence platform best practices.
Scope to develop further into ITOM architecture, technical leadership or platform consulting.
If you're an experienced ServiceNow ITOM or CMDB specialist with hands-on Discovery, Service Mapping or CSDM experience, we'd love to hear from you.
Oscar Associates Limited (US) is acting as an Employment Agency in relation to this vacancy.
