Lead - servicenow (csdm / csdb)

We are seeking a highly experienced and hands-on CSDM / CMDB Lead to design, implement, and manage an enterprise-scale Service Now CMDB aligned with CSDM standards. This role will drive service modeling, service mapping, Discovery, Service Graph integrations, CMDB governance, data quality, and ITSM/ITOM enablement across application, service, and infrastructure landscapes. The position requires strong technical expertise, stakeholder management, and leadership in establishing scalable Configuration Management practices.
Key Responsibilities
Design, implement, and govern a Service Now CMDB aligned with CSDM standards, covering Business Applications, Application Services, Technical Services, and Infrastructure CIs.
Define CI data models, lifecycle management, naming conventions, normalization, reconciliation, and governance standards.
Partner with Enterprise Architecture teams to align CMDB design with enterprise standards, support architecture reviews, and ensure CMDB readiness for new platforms and services.
Lead Service Mapping initiatives across application, service, infrastructure, cloud, on-premises, and hybrid environments, maintaining service dependency models and enabling impact analysis.
Manage Service Now Discovery and Service Graph integrations, ensuring automated CI population, reconciliation, and continuous data refresh from cloud, virtualization, network, endpoint, and asset management platforms.
Establish and operate CMDB governance frameworks, including data ownership, certification, auditing, exception management, and data quality monitoring.
Define and track CMDB KPIs for completeness, accuracy, compliance, and relationship integrity, conducting regular health assessments and audits.
Develop and manage application and infrastructure onboarding processes, standards, templates, and certification requirements in collaboration with Architecture, Cloud, Applications, Network, Platform, and OT teams.
Enable CMDB-driven Incident, Change, Problem, Event Management, AIOps, observability, and operational risk assessment processes.
Maintain CMDB operating models, CSDM reference architecture, governance policies, onboarding guides, certification playbooks, dashboards, and scorecards.