CMDB & ITOM Specialist

Location: Houston, TX
Duration: 6 months
GBaMS ReqID: 10923760
Role: CMDB & ITOM Specialist
Domain: IT Service Management / IT Operations
Experience Required: 5–10 years
Primary Platform: ServiceNow
Primary Focus: CMDB / ITOM

Must-Have Technical/Functional Skills

• 5–10 years of experience in IT Service Management (ITSM) / IT Operations.
• Strong focus on CMDB and ITOM.
• Strong expertise in CMDB design, implementation, and governance.
• Experience with Configuration Item (CI) lifecycle management.
• Hands-on experience with CI relationship mapping.
• Strong hands-on experience with ServiceNow Discovery, including:
  • MID Servers
  • Probes
  • Patterns
  • Sensors
  • Credential management
• Experience with Service Mapping and dependency mapping across enterprise applications.
• Strong knowledge of ServiceNow ITOM modules, including:
  • Event Management
  • Orchestration
  • Discovery
  • Cloud Discovery
• Experience with CMDB data reconciliation and normalization.
• Experience implementing CMDB data quality management processes.
• Good understanding of ITIL processes, including:
  • Incident Management
  • Problem Management
  • Change Management
  • Release Management
• Experience integrating CMDB with external data sources, monitoring tools, infrastructure platforms, and cloud platforms.
• Familiarity with scripting and automation using:
  • JavaScript
  • PowerShell
  • APIs
• Strong analytical and troubleshooting skills.
• Strong stakeholder communication and collaboration skills.

Key Responsibilities

• Design, implement, and maintain the ServiceNow CMDB.
• Ensure accuracy, completeness, consistency, and integrity of CI data.
• Configure and manage ServiceNow Discovery for automated CI population.
• Configure and maintain Discovery probes, sensors, patterns, and MID Servers.
• Establish and enforce CMDB governance policies.
• Define and maintain:
  • Naming conventions
  • Data standards
  • CI classification standards
  • Relationship standards
• Perform CMDB audits and reconciliation activities.
• Identify and resolve CMDB data quality issues.
• Improve CMDB data completeness, accuracy, and reliability.
• Lead and support Service Mapping initiatives.
• Map business services and their underlying application and infrastructure dependencies.
• Configure and support ITOM modules, including:
  • Event Management
  • Orchestration
  • Discovery
  • Cloud Discovery
• Improve operational visibility through ITOM capabilities.
• Integrate CMDB with external monitoring, infrastructure, and cloud platforms.
• Collaborate with infrastructure, application, and platform teams to ensure accurate CI population and relationship mapping.
• Provide reporting and insights on:
  • CMDB Health
  • CI Coverage
  • Data Quality
  • Reconciliation
  • Relationship Completeness
• Support Incident, Problem, Change, and Release Management processes using accurate CMDB data.
• Drive continuous improvement and automation initiatives across CMDB and ITOM.
• Maintain detailed documentation, SOPs, configuration standards, and governance procedures.

ServiceNow / CMDB Skills

• ServiceNow
• CMDB
• ITOM
• ServiceNow Discovery
• Service Mapping
• Dependency Mapping
• Configuration Items (CIs)
• CI Lifecycle Management
• CI Relationships
• CMDB Governance
• CMDB Health
• Data Reconciliation
• Data Normalization
• Data Quality Management
• MID Servers
• Discovery Probes
• Discovery Patterns
• Sensors
• Credential Management

ITOM Skills

• Event Management
• Orchestration
• Discovery
• Cloud Discovery
• Service Mapping
• Operational Visibility
• Event Correlation
• Infrastructure Discovery
• Application Dependency Mapping

Integration & Automation Skills

• External Data Source Integration
• Monitoring Tool Integration
• Infrastructure Platform Integration
• Cloud Platform Integration
• JavaScript
• PowerShell
• REST APIs
• API Integration
• Automation
• Discovery Customization

ITIL / ITSM Skills

• ITIL
• Incident Management
• Problem Management
• Change Management
• Release Management
• Configuration Management
• Service Management
• IT Operations

Soft Skills

• Strong troubleshooting skills.
• Analytical mindset.
• Excellent communication skills.
• Strong stakeholder management.
• Customer-focused approach.
• Strong documentation skills.
• Ability to collaborate across infrastructure, application, and platform teams.
• Strong problem-solving and continuous-improvement mindset.

Education & Certifications

• Relevant education in Information Technology, Computer Science, or a related field.
• ServiceNow CSA (Certified System Administrator) preferred.
• CIS certifications preferred.
• ServiceNow certifications in Discovery, CMDB, and ITOM are desirable.

Sample Technical Interview Questions

• Explain the ServiceNow CMDB data model and how CI relationships are maintained.
• How does ServiceNow Discovery work?
• Explain the roles of:
  • MID Server
  • Probes
  • Patterns
  • Sensors
• What is Service Mapping, and how does it differ from Discovery?
• How do you ensure CMDB data quality and reconciliation?
• Explain the role of Event Management in ITOM and how it integrates with the CMDB.
• How would you troubleshoot incomplete or inaccurate CI population?
• How would you establish CMDB governance and data standards?
• How do you measure CMDB health and data quality?
• How would you integrate CMDB data with external monitoring or infrastructure tools?

Essential Skills

• CMDB
• ITOM
• ServiceNow Discovery
• Service Mapping
• CMDB Governance
• CI Lifecycle Management
• Relationship Mapping
• MID Servers
• Event Management
• Orchestration
• Cloud Discovery
• Data Reconciliation
• Data Normalization
• ITIL
• JavaScript
• PowerShell
• APIs

Desirable Skills

• ServiceNow CSA
• ServiceNow CIS
• ServiceNow Discovery Certification
• ServiceNow CMDB Certification
• ServiceNow ITOM Certification
• Cloud Discovery
• Advanced Service Mapping
• CMDB Automation
• ITOM Integrations