ServiceNow CMDB & TSM Lead

Role Summary
Highly experienced CMDB & TSM Lead with 12+ years of IT experience and deep expertise in ServiceNow CMDB, enterprise data architecture, system integrations, database technologies, and platform performance optimization. The candidate will be responsible for defining and governing the CMDB strategy, designing scalable integration architectures, improving data quality, and ensuring optimal performance of CMDB and related ServiceNow applications.

An understanding of Cicada ETL/Data Integration Platform will help but not mandatory skill, including its role in populating and maintaining CMDB data and supporting ServiceNow integration workflows. 

Required Skills & Experience

• The candidate must be hands-on and capable of directly leading and contributing to ServiceNow CMDB configuration, integrations, troubleshooting, and implementation activities.
• Strong knowledge of Telecom Service Management (TSM), specifically in a telecommunications service-management context and distinct from IT Service Management (ITSM), is required.
• Prior experience working on at least one telecommunications project is required.

Key Responsibilities

• CMDB Architecture & Governance
• Define and implement enterprise CMDB architecture, data models, and governance standards.
• Design and maintain Configuration Item (CI) classes, relationships, identification and reconciliation rules.
• Drive CMDB health initiatives, including data quality, normalization, reconciliation, and compliance monitoring.
• Establish CMDB best practices aligned with ServiceNow CSDM standards.

Integration Architecture

• Design and implement integrations between ServiceNow and external applications using: 
  - REST APIs
  - SOAP Web Services
  - IntegrationHub
  - MID Server
  - ETL Platforms
  - Event-based Integration Frameworks

• Architect data synchronization between ServiceNow CMDB, inventory systems, monitoring tools, OSS/BSS platforms, cloud platforms, and enterprise databases.
• Lead integration troubleshooting, optimization, and root-cause analysis.

Database & Data Architecture

• Possess deep expertise in relational database concepts and enterprise data modeling.
• Design scalable schemas and data structures supporting ServiceNow integrations.
• Optimize SQL queries, indexing strategies, and database performance.
• Perform data analysis, reconciliation, and troubleshooting across complex datasets.
• Support data migration, transformation, and archival activities.

Stakeholder & Technical Leadership

• Serve as the hands-on technical lead for TSM, CMDB and ServiceNow integrations, contributing directly to solution design, configuration, implementation, troubleshooting, and delivery.
• Work closely with enterprise architects, application owners, infrastructure teams, and business stakeholders.
• Lead architecture design reviews and technical governance forums.
• Mentor developers, administrators, and CMDB analysts.