A large enterprise is seeking support in the area of IT Service Management (ITSM) and ServiceNow CMDB administration. The objective of this engagement is to ensure the stable and high-quality operation of the Configuration Management Database (CMDB) while continuously enhancing its capabilities. The primary focus is on CMDB administration, process automation, data integration, data quality management, and the ongoing development of the CMDB environment.
Key Responsibilities
CMDB Administration & Operations * Create, maintain, and update Configuration Items (CIs) in accordance with established standards and governance requirements * Process and implement qualified CMDB-related requests and tickets * Manage and maintain relationships and dependencies between Configuration Items * Ensure the accuracy, consistency, and completeness of CMDB data
Discovery, Service Mapping & Automation * Implement, operate, and further develop ServiceNow Discovery capabilities * Design and technically implement Service Mapping solutions * Automate CI update processes and data maintenance activities * Optimize existing automation workflows and operational processes
Data Integration & Data Management * Integrate and process data from infrastructure, network, server, and cloud environments * Configure, maintain, and optimize import processes and transformation rules * Monitor data imports and troubleshoot import-related issues * Support the onboarding of new systems and interfaces into the CMDB ecosystem
CMDB Enhancement & Governance * Customize and extend the CMDB data model as required * Configure new CI classes and associated attributes * Define and implement data quality controls, policies, and health metrics * Contribute to the technical evolution and roadmap of the CMDB platform
Analysis & Quality Assurance * Investigate data inconsistencies and process deviations * Analyze technical root causes within Incident, Problem, and Change Management processes * Support audits, compliance assessments, and CMDB review activities * Develop sustainable measures to improve data quality and operational stability
Collaboration & Documentation * Collaborate closely with ServiceNow administrators and relevant stakeholders * Participate in workshops, regular team meetings, and refinement sessions * Create and maintain technical documentation and knowledge base articles * Contribute to the establishment and implementation of industry best practices
Required Skills * Several years of hands-on experience with ServiceNow, particularly within IT Operations Management (ITOM) and CMDB administration * Strong expertise in ServiceNow administration and platform configuration * Solid experience with data analysis, integrations, and data quality management * Strong understanding of IT Service Management principles and ITIL practices * Experience with ServiceNow Discovery, Service Mapping, and data import mechanisms is highly desirable * Strong analytical, problem-solving, and conceptual thinking skills * Bachelor’s degree in Information Technology, Computer Science, or a comparable qualification * Excellent communication skills in both German and English * Ability to work independently with a proactive, hands-on, and solution-oriented approach * Strong teamwork, reliability, and stakeholder management skills
