Description
We are seeking a ServiceNow Data and CMDB Specialist to join our IT Service Management Applications team. The successful candidate will be responsible for the governance, quality, and ongoing development of data held within the ServiceNow platform, with a focus on the Configuration Management Database (CMDB), service data, and reporting.
The role involves ensuring that Configuration Items (CIs), their relationships, and supporting service data are accurate, complete, and up-to-date. This provides a reliable source of information for service management processes, operational decision-making, risk management, automation, and the introduction of new services and technologies.
The ideal candidate will have practical ServiceNow CMDB and reporting experience, strong analytical skills, and the ability to build effective working relationships. They will be comfortable managing their own workload, investigating complex data issues, and making recommendations based on the available evidence.
Key Responsibilities:
- Own the governance, quality, and ongoing maturity of the ServiceNow CMDB
- Maintain the CMDB data model, CI classes, attributes, relationships, and lifecycle standards
- Work with service owners and Platform Engineering to ensure business applications, application services, technical services, and supporting infrastructure are recorded and related at the appropriate level
- Monitor CMDB health through regular data-quality reviews and investigate root causes of issues
- Establish governance standards for data supplied to ServiceNow by other systems
- Work with source-system owners and integration teams to understand how data moves between systems
- Consider data-governance requirements when new integrations, services, and automation are being designed
- Define and validate CMDB and data requirements for platform changes and integrations
- Support the effective use of ServiceNow Discovery, Service Mapping, and other tools used to populate and maintain the CMDB
- Represent CMDB, data-governance, and reporting considerations in relevant project, design, and change discussions
- Own the standards and governance for ServiceNow reporting
- Develop shared, cross-platform, and management reports, dashboards, and performance measures
- Agree definitions and calculation methods for key performance indicators and operational measures
- Validate reporting against the underlying data before it is released or materially changed
- Analyse platform and service-management data to identify trends, risks, and opportunities for improvement
Skills & Experience:
- Typically, at least five years' relevant ServiceNow experience, including practical experience in CMDB, configuration management, and platform data
- Strong working knowledge of ServiceNow CMDB, including CI classes, relationships, lifecycle management, data quality, and governance
- Good understanding of CSDM and how service, application, and infrastructure data should be structured and related within ServiceNow
- Experience of ServiceNow Discovery, Service Mapping, Identification and Reconciliation Engine principles, imports, and integration data sources
- Hands-on experience maintaining or improving a CMDB within a medium-to-large organisation
- Practical experience creating ServiceNow reports and dashboards
- Good understanding of data models, data relationships, data ownership, authoritative sources, and data-quality management
- Experience of Power BI, Microsoft Fabric, SQL, or another reporting and analytics tool
- Good understanding of IT service management and how reliable configuration and service data supports Incident, Problem, Change, Asset, and Service Level Management
Benefits:
- Competitive salary
- Opportunity to work with a global law firm
- Collaborative and dynamic work environment
- Flexible working arrangements