ServiceNow Administrator

Job Summary:

ITOM Administrator

CMDB Design & Maintenance

Develops and maintains a scalable CMDB aligned with the Common Service Data Model (CSDM) .

Ensures all Configuration Items (CIs) and their relationships are accurately represented.

Implements governance policies to maintain data integrity and compliance.

1. Discovery & Integration

Configures and optimizes ServiceNow Discovery to automatically identify and populate CIs.

Integrates with tools like SCCM, Intune, Tenable , and other authoritative sources.

Manages Identification and Reconciliation Engine (IRE) rules to prevent duplicates and ensure accurate data merging.

1. Data Quality & Governance

Conducts audits to validate CMDB data accuracy.

Removes stale, orphaned, or duplicate CIs.

Defines naming conventions and enforces change control processes.

1. Reporting & Dashboards

Monitor CMDB health scores, Discovery completeness, and service mapping accuracy.

Use Health Scan and CMDB Query Builder to identify gaps and improve data quality.

Builds interactive dashboards and reports to monitor CMDB health and usage.

Tracks performance metrics and identifies areas for improvement.

1. Collaboration & Training

Works with teams across ITSM, ITOM, Security, Compliance, and Architecture, and IT as a whole .

Provides training to ensure alignment with CMDB best practices.

1. Strategic Planning

Develops a roadmap to evolve the CMDB into a service-aware database .

Supports decision-making, risk management, and operational efficiency.

1. Automation & Orchestration

Implement and maintain Flow Designer , Orchestration , or IntegrationHub for automated workflows.

Develop and manage automation policies for event remediation and service health improvement.

1. Monitoring & Event Management

Configure and tune Event Management to correlate alerts and reduce noise.

Integrate with monitoring tools (e.g., SolarWinds, Dynatrace, SCOM) to enrich event data.

1. Documentation & Knowledge Sharing

Maintain detailed documentation of configurations, integrations, and workflows.

Create knowledge articles or internal wikis for repeatable processes and troubleshooting

10 . Calling out Modules

Service Mapping

Data Certification

Certificate Management

Event Management

Vulnerabilities

ITOM and ITOM Pro apps

Projects as they relate to the position