Job Title: ServiceNow CMDB Subject Matter Expert (SME) Duration: 1-Year Contract with Potential for Annual Extension Location: Hybrid—2 days onsite in Chelsea, MA, and 3 days remote
Responsibilities:
Lead the team in transitioning from the current to the desired phase, following best practices.
Mentor and support junior team members, providing guidance and training.
Oversee the entire project lifecycle with hands-on experience in ServiceNow CMDB.
Engage with stakeholders, guiding implementations and roadmap execution.
Act as the subject matter expert for all CMDB-related activities, offering both strategic and technical guidance.
Design, implement, and maintain CMDB processes and configurations, ensuring data integrity across the IT environment.
Collaborate with IT teams to identify and map Configuration Items (CIs), relationships, and dependencies.
Establish and enforce CMDB data standards, governance, and quality assurance processes.
Perform data analysis, validation, and resolution of discrepancies to improve accuracy and efficiency.
Support CMDB integration with other ITSM processes, including Incident, Change, and Problem Management.
Lead initiatives to improve CMDB maturity in line with ITIL and industry best practices.
Provide training to junior team members on CMDB processes and tools.
Work with ITSM and Asset Management teams to ensure alignment of processes.
Generate reports and actionable insights to improve CMDB processes.
Desired Skills & Experience:
Proven experience leading CMDB projects from inception to completion, with expertise in ServiceNow CMDB.
Ability to establish and implement best practices for CMDB processes.
Experience collaborating with project management and training team members.
Customer-focused with the ability to mitigate and avoid issues.
Qualifications:
Bachelor’s degree in Information Technology, Computer Science, or equivalent experience.
5+ years of experience working with CMDB in an enterprise environment, with expertise in ServiceNow.
Strong knowledge of ITIL framework and ITSM processes; ITIL certification preferred.
Expertise in CMDB architecture, design, and maintenance, including data modeling and configuration management.
Proficiency in managing CMDB relationships, CI attributes, and data validation rules.
Strong analytical skills and attention to detail.
Excellent communication and collaboration skills, with the ability to explain technical concepts to non-technical stakeholders.
Preferred Skills:
Experience in scripting and automation within CMDB platforms (e.g., PowerShell, Python, ServiceNow scripts).
Familiarity with cloud infrastructure (AWS, Azure) and its integration with CMDB.
Experience implementing CMDB integrations with discovery tools and asset management systems.
