Job description
Make a difference. Be happy. Grow your career.
The Role
We are seeking an experienced ServiceNow ITOM & CMDB Architect to lead the design, implementation, optimization, and governance of ServiceNow IT Operations Management (ITOM) and Configuration Management Database (CMDB) capabilities.
This role will be responsible for establishing a scalable and sustainable CMDB foundation, implementing ServiceNow Discovery and Service Mapping, defining the Configuration Management strategy, and ensuring that infrastructure and application data can be effectively leveraged across ITSM, ITOM, Security, Asset Management, and AIOps capabilities.
The ideal candidate combines deep ServiceNow technical expertise with strong IT infrastructure, CMDB, configuration management, and enterprise architecture experience. The individual must be comfortable operating at both the strategic/architectural level and the hands-on technical level.
Key Responsibilities
ITOM & CMDB Architecture
Define the overall ServiceNow ITOM and CMDB architecture and roadmap.
Establish CMDB architecture aligned with ServiceNow CSDM principles.
Define CI classes, attributes, relationships, identification rules, reconciliation rules, and data ownership.
Develop standards for CI lifecycle management, naming conventions, data quality, and governance.
Design CMDB integration architecture across infrastructure, applications, cloud, network, security, and asset management platforms.
Establish the relationship between CMDB, Asset Management, ITSM, ITOM, CSDM, and Service Mapping.
ServiceNow Discovery
Lead the implementation and optimization of ServiceNow Discovery.
Configure and troubleshoot Discovery schedules, credentials, MID Servers, probes, sensors, patterns, and discovery behavior.
Develop Discovery strategies for:
Windows/Linux servers
Databases
Network devices
Cloud infrastructure
Virtual environments
Storage
Applications
Containers/Kubernetes
Identify and resolve Discovery gaps and inaccurate CI population.
Establish Discovery coverage and data-quality metrics.
Service Mapping
Design and implement ServiceNow Service Mapping.
Build application and business service maps.
Establish mapping standards and service ownership.
Configure and troubleshoot horizontal and top-down discovery.
Develop application dependency models that support Incident, Problem, Change, Impact Analysis, and AIOps use cases.
Partner with application and infrastructure teams to validate service relationships.
CMDB Data Quality & Governance
Establish a sustainable CMDB governance model.
Define CMDB data ownership and accountability.
Establish data-quality KPIs, including:
Completeness
Correctness
Compliance
Uniqueness
Relationship accuracy
CI freshness
Establish processes for duplicate CI remediation.
Develop CMDB Health and Data Manager strategies.
Define CI lifecycle processes from creation through retirement.
Establish governance for manual versus automated CI creation.
CSDM
Lead adoption of the Common Service Data Model (CSDM).
Define appropriate CSDM classes and relationships.
Establish alignment between:
Business Services
Technical Services
Application Services
Business Applications
Application Components
Infrastructure CIs
Develop CSDM maturity roadmap.
Ensure CMDB architecture supports enterprise service management and future ServiceNow capabilities.
Integrations
Architect CMDB integration with enterprise technologies such as:
Microsoft Azure/AWS
VMware
Active Directory
SCCM/MECM
Intune
ServiceNow Asset Management
Monitoring platforms
Endpoint management platforms
Network management platforms
Security platforms
Enterprise application repositories
Evaluate integration approaches including REST, IntegrationHub, MID Server, Import Sets, APIs, and Service Graph Connectors.
Ensure integrations follow CMDB identification and reconciliation standards.
Skills and Experience
Generally, requires a bachelor’s degree and 8 years of related experience, a master’s degree and 6 years of related experience, or 11 years of related experience and no degree.
7+ years of hands-on experience in ITOM configuring Discovery and building Service Maps
5+ years of hands-on experience establishing foundational Configuration Mgmt Database (CMDB).
Demonstrated experience designing enterprise – scale CMDB solutions.
Strong understanding of IT Infrastructure and enterprise technology environments.
Experience with cloud technologies, particularly Azure and/or AWS
Strong understanding of ITIL and Configuration Mgmt processes.
Minimum Years of Experience
7+ Year of Experience in the ServiceNow platform
Certified System Administrator (CSA) required
Certified Application Developer (CAD) preferred
Certified Technical Architect (CTA) certification preferred
As part of the hiring process, candidates will be required to verify and provide documentation demonstrating the required ServiceNow certifications, licenses, or credentials.
Additional details
Remote position
Must be accessible and available to perform work functions at any time, including nights, weekends and holidays
Travel up to 25% of the time
Nordic is an equal opportunity employer. We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, marital or veteran status, or any other protected status under applicable federal, state, or local laws. We encourage individuals of all backgrounds to apply, including women, minorities, individuals with disabilities, and veterans.
Originally posted on Himalayas
Who can apply
Eligible countries: United States. Accepted UTC offsets: UTC-10, UTC-9, UTC-8, UTC-7, UTC-6, UTC-5, UTC+14. Review the full description for employer-specific work authorization, residency and schedule requirements.