ITOM Administrator

Job Title: ITOM Administrator
Location: Jamesville, NY
Duration: 6 months
GBaMS ReqID: 10924617

Key Responsibilities

• CMDB Design & Maintenance
  • Develop and maintain a scalable ServiceNow CMDB aligned with the Common Service Data Model (CSDM).
  • Ensure all Configuration Items (CIs) and their relationships are accurately represented.
  • Implement governance policies to maintain CMDB data integrity and compliance.
• Discovery & Integration
  • Configure and optimize ServiceNow Discovery to automatically identify and populate CIs.
  • Manage Discovery:
    • Credentials
    • Schedules
    • Behavior tuning
    • Troubleshooting
  • Monitor Discovery health, coverage, and success rates.
  • Drive continuous improvement of Discovery patterns and data collection methods.
  • Integrate ServiceNow with:
    • SCCM
    • Intune
    • Tenable
    • Other authoritative data sources
  • Evaluate, onboard, govern, and maintain CMDB authoritative sources.
  • Manage Identification and Reconciliation Engine (IRE) rules to prevent duplicates and ensure accurate data merging.
• Data Quality & Governance
  • Conduct regular audits to validate CMDB data accuracy.
  • Identify and remove:
    • Stale CIs
    • Orphaned CIs
    • Duplicate CIs
  • Define and enforce CI naming conventions.
  • Enforce appropriate change control processes.
• CMDB Governance & Data Stewardship
  • Establish and manage CMDB governance processes.
  • Define:
    • Data ownership
    • Data stewardship
    • Accountability models
  • Develop and maintain:
    • CMDB standards
    • Policies
    • Operating procedures
  • Facilitate governance reviews with:
    • Infrastructure teams
    • Application teams
    • Security teams
    • Business stakeholders
• Reporting & Dashboards
  • Monitor:
    • CMDB health scores
    • Discovery completeness
    • Service Mapping accuracy
  • Use Health Scan and CMDB Query Builder to identify data gaps and improve data quality.
  • Build interactive dashboards and reports to monitor CMDB health and usage.
  • Track performance metrics and identify areas for improvement.
• CSDM & Service Modeling
  • Lead and maintain adoption of CSDM across:
    • Business Applications
    • Business Services
    • Technical Services
    • Service Offerings
    • Related CMDB structures
  • Partner with application, infrastructure, and business teams to define:
    • Service ownership
    • Service relationships
  • Support the organization's transition toward a service-aware operating model.
• Service Mapping Ownership
  • Design, implement, and maintain Service Mapping.
  • Ensure business-critical services have accurate dependency maps.
  • Support automated Service Mapping initiatives.
  • Perform ongoing maintenance and validation of service maps.
• Collaboration & Training
  • Collaborate with teams across:
    • ITSM
    • ITOM
    • Security
    • Compliance
    • Architecture
    • IT
  • Provide training and mentorship to ensure alignment with CMDB best practices.
• Strategic Planning
  • Develop a roadmap to evolve the CMDB into a service-aware database.
  • Support organizational decision-making.
  • Contribute to risk management and operational efficiency initiatives.
• Automation & Orchestration
  • Implement and maintain ServiceNow:
    • Flow Designer
    • Orchestration
    • Integration Hub
  • Develop and manage automated workflows.
  • Create automation policies for:
    • Event remediation
    • Service health
    • Operational processes