ServiceNow CMDB Governance Lead / Architect

ServiceNow CMDB Governance Lead / Architect

12+ months

Tarrytown NY – Onsite work

Role Summary

The ServiceNow CMDB Governance Lead / Architect is responsible for defining and enforcing governance policies, standards, and processes to maintain a healthy and accurate Configuration Management Database (CMDB) within the ServiceNow platform. This role ensures compliance with ITIL and ServiceNow best practices, drives data quality initiatives, and aligns the CMDB with the Common Service Data Model (CSDM) to support ITSM, ITOM, and business service mapping.

Key Responsibilities

• Governance Framework
• Define and maintain CMDB governance policies, standards, and RACI roles.
• Establish and lead CMDB governance forums (e.g., Configuration Control Board).
• Ensure adherence to ITIL and ServiceNow CSDM guidelines.
• Data Quality & Compliance
• Implement data quality rules, normalization policies, and certification workflows.
• Monitor CMDB health using ServiceNow dashboards and KPIs (completeness, correctness, compliance).
• Conduct periodic audits and remediation for duplicate, orphaned, or stale CIs.
• Architecture & Modeling
• Align CMDB structure with CSDM for service-aware architecture.
• Define CI classes, attributes, and relationships to support ITSM/ITOM processes.
• Collaborate with Discovery and Integration teams for automated reconciliation.
• Stakeholder Management
• Define roles for CI owners, data stewards, and service owners.
• Conduct workshops and training sessions on CMDB governance and best practices.
• Communicate governance updates and health metrics to leadership.
• Tools & Automation
• Utilize ServiceNow CMDB Workspace, Health Dashboard, Discovery, and Service Mapping.
• Implement automated data validation and reconciliation strategies.

Required Qualifications

• 7+ years in ITSM/ITOM with at least 4 years in CMDB governance or management.
• Strong knowledge of ServiceNow CMDB, Discovery, Service Mapping, and CSDM.
• ITIL v4 certification and ServiceNow certifications (CSA, CIS for Discovery/ITSM).
• Experience in data governance, normalization, and health KPI reporting.
• Excellent communication and stakeholder management skills.

Preferred Skills

• Experience in regulated industries (finance, healthcare) for compliance reporting.
• Familiarity with integration patterns between CMDB and external systems.
• Knowledge of automation and reconciliation strategies.

Success Metrics

• CMDB completeness and correctness ≥ 95%.
• Reduction in duplicate/orphaned CIs.
• Improved MTTR and change success rate through accurate CMDB data.
• Compliance with audit and regulatory requirements.