Service Configuration Manager (CMDB) & ITOM Lead

Join Verdantas A Top #ENR 81 Firm!

We at Verdantas, looking for a skilled Service Configuration Manager (CMDB) & ITOM Lead to join our team.

The ServiceNow Configuration Manager (CMDB) & ITOM Lead is responsible for the overall accuracy, governance, and operational maturity of the ServiceNow CMDB and ITOM capabilities. This role ensures configuration data is trustworthy, standardized, and effectively supports IT Service Management, IT Operations, Security, and business decision-making.

The individual will lead CMDB strategy, oversee Discovery and Service Mapping, define data governance standards, and partner closely with infrastructure, cloud, security, and application teams to drive operational visibility and service reliability.

Responsibilities:

CMDB Governance & Configuration Management

• Own the CMDB strategy, roadmap, and operating model aligned with ITIL Configuration Management practices
• Define and enforce CMDB policies, standards, class models, naming conventions, and lifecycle processes
• Establish data quality controls, KPIs, and continuous improvement mechanisms
• Ensure CMDB accuracy, completeness, and compliance across onprem, cloud, and hybrid environments
• Act as the CMDB product owner, balancing technical requirements and business priorities

ITOM Discovery & Service Mapping

• Lead ServiceNow Discovery and Service Mapping design, implementation, and ongoing optimization
• Define discovery schedules, credentials, patterns, and scopes across infrastructure, cloud, and platforms
• Ensure reliable population of CIs and relationships into the CMDB
• Partner with application and infrastructure teams to map critical business services endtoend
• Reduce blind spots in operational visibility and improve dependency accuracy for incident, change, and problem management

Service Enablement & Integration

• Enable downstream ServiceNow processes (Incident, Change, Problem, Asset, SecOps, ITOM Health) through reliable CMDB data
• Collaborate with ITSM, ITAM, SecOps, Cloud, and Network teams to align data ownership and responsibilities
• Ensure proper integration of CMDB data from external sources (cloud providers, monitoring tools, endpoint tools, etc.)
• Support impact analysis, root cause analysis, and change risk assessment

Leadership & Stakeholder Engagement

• Act as the primary CMDB and ITOM subject matter expert
• Facilitate cross-functional working sessions to define ownership, data sources, and operational expectations
• Provide regular reporting on CMDB health, discovery coverage, and service visibility to leadership
• Mentor ServiceNow developers and administrators on CMDB and ITOM best practices

Required Qualification:

Experience

• 5+ years of ServiceNow platform experience
• 3+ years owning CMDB and/or ITOM (Discovery and Service Mapping) in a complex environment
• Hands-on experience with:
• ServiceNow CMDB & CI Class Model
• Discovery (horizontal & cloud)
• Service Mapping
• ITIL Configuration Management practices
• Experience supporting large-scale, multi-domain infrastructure (onprem, cloud, SaaS)

Technical Skills

• Strong understanding of:
• CI lifecycle management
• CI relationships and dependency modeling
• Identification & Reconciliation Engine (IRE)
• Discovery patterns and credential management
• Familiarity with:
• Cloud platforms (Azure, AWS, GCP)
• Infrastructure monitoring and observability tools
• ITAM, SecOps, and ITSM integrations

Certifications (Preferred)

• ServiceNow Certified Implementation Specialist ITOM
• ServiceNow Certified System Administrator
• ITIL 4 Foundation or higher

• Strong ownership mindset and operational discipline
• Ability to influence without authority across infrastructure and application teams
• Clear, concise communication with both technical and non-technical stakeholders
• Comfortable driving standards, governance, and sometimes saying no to protect data quality

Skills:

• Strong ownership mindset and operational discipline
• Ability to influence without authority across infrastructure and application teams
• Clear, concise communication with both technical and non-technical stakeholders
• Comfortable driving standards, governance, and sometimes saying no to protect data quality