ITOM Administrator

Location: Jamesville, NY

Duration: 6 months

GBaMS ReqID: 10924617

Key Responsibilities

• CMDB Design & Maintenance
• Develop and maintain a scalable ServiceNow CMDB aligned with the Common Service Data Model (CSDM).
• Ensure all Configuration Items (CIs) and their relationships are accurately represented.
• Implement governance policies to maintain CMDB data integrity and compliance.
• Discovery & Integration
• Configure and optimize ServiceNow Discovery to automatically identify and populate CIs.
• Manage Discovery:
• Credentials
• Schedules
• Behavior tuning
• Troubleshooting
• Monitor Discovery health, coverage, and success rates.
• Drive continuous improvement of Discovery patterns and data collection methods.
• Integrate ServiceNow with:
• SCCM
• Intune
• Tenable
• Other authoritative data sources
• Evaluate, onboard, govern, and maintain CMDB authoritative sources.
• Manage Identification and Reconciliation Engine (IRE) rules to prevent duplicates and ensure accurate data merging.
• Data Quality & Governance
• Conduct regular audits to validate CMDB data accuracy.
• Identify and remove:
• Stale CIs
• Orphaned CIs
• Duplicate CIs
• Define and enforce CI naming conventions.
• Enforce appropriate change control processes.
• CMDB Governance & Data Stewardship
• Establish and manage CMDB governance processes.
• Define:
• Data ownership
• Data stewardship
• Accountability models
• Develop and maintain:
• CMDB standards
• Policies
• Operating procedures
• Facilitate governance reviews with:
• Infrastructure teams
• Application teams
• Security teams
• Business stakeholders

• Reporting & Dashboards
• Monitor:
• CMDB health scores
• Discovery completeness
• Service Mapping accuracy
• Use Health Scan and CMDB Query Builder to identify data gaps and improve data quality.
• Build interactive dashboards and reports to monitor CMDB health and usage.
• Track performance metrics and identify areas for improvement.
• CSDM & Service Modeling
• Lead and maintain adoption of CSDM across:
• Business Applications
• Business Services
• Technical Services
• Service Offerings
• Related CMDB structures
• Partner with application, infrastructure, and business teams to define:
• Service ownership
• Service relationships
• Support the organization's transition toward a service-aware operating model.
• Service Mapping Ownership
• Design, implement, and maintain Service Mapping.
• Ensure business-critical services have accurate dependency maps.
• Support automated Service Mapping initiatives.
• Perform ongoing maintenance and validation of service maps.
• Collaboration & Training
• Collaborate with teams across:
• ITSM
• ITOM
• Security
• Compliance
• Architecture
• IT
• Provide training and mentorship to ensure alignment with CMDB best practices.
• Strategic Planning
• Develop a roadmap to evolve the CMDB into a service-aware database.
• Support organizational decision-making.
• Contribute to risk management and operational efficiency initiatives.
• Automation & Orchestration
• Implement and maintain ServiceNow:
• Flow Designer
• Orchestration
• Integration Hub
• Develop and manage automated workflows.
• Create automation policies for:
• Event remediation
• Service health
• Operational processes