Configuration Management Operations Specialist

Job Title: Service. Now CMDB Operations Specialist (Configuration Management) Experience: 5-10 Years Job Summary: We are looking for a Service. Now CMDB Operations Specialist with strong RUN/operations experience to support and sustain the health, quality, and reliability of the Configuration Management Database (CMDB).

This role is focused on day-to-day CMDB Operations, including monitoring, incident and problem resolution, Discovery and Service Mapping Support and continuous improvement of Configuration Management processes within the Service. Now platform.

Key Responsibilities

• Own and manage day-to-day CMDB operations, ensuring high levels of data quality, accuracy, and availability
• Monitor and maintain CMDB Health (completeness, correctness, compliance) and perform remediation activities as required
• Perform regular CMDB audits, data cleanup, reconciliation, and deduplication
• Act as L2/L3 support for CMDB-related incidents, service requests, and problems
• Troubleshoot and resolve issues related to CMDB, Discovery, Service mapping, and integrations
• Ensure the stable operation of Service. Now Discovery, including schedules and MID Servers
• Monitor, troubleshoot and remediate Discovery failure and Mid Server
• Maintain and support existing CI relationships and service mappings as part of business-as-usual activities
• Generate and review operational reports, dashboards, and KPIs related to CMDB health and usage
• Collaborate with infrastructure and application teams to ensure timely CI lifecycle activities (add, update, retire)
• Support the change management process by validating CI impacts and dependency information
• Ensure day-to-day adherence to established CMDB governance standards and ITIL Configuration Management practices Required Skills & Qualifications:
• Overall, 5-10 Years of experience and 3–5 years of hands-on experience in Service. Now CMDB operations/support in a RUN environment
• Strong understanding of CMDB data model, CSDM, and CI lifecycle management
• Experience working with ITSM processes, including Incident, Problem and Change management
• Experience working with CMDB Health Dashboard and remediation activities
• Practical experience with Service. Now Discovery, including MID Servers, schedules and credentials
• Working knowledge of data imports, transform maps, and integrations (REST/SOAP)
• Basic scripting skills (JavaScript and Glide APIs) for operational fixes and small enhancements
• Good analytical skills with focus and a structured approach to troubleshooting and root cause analysis
• Strong communication skills and the ability to collaborate effectively across technical teams Preferred Qualifications:
• Service. Now certifications such as: o Certified System Administrator (CSA) o Certified Implementation Specialist – Data Foundations (CMDB and CSDM) o Certified Application Developer (Nice to have)
• Experience supporting ITOM modules in an operational context
• Exposure to cloud environments (AWS, Azure) in a RUN/support model
• Experience working in 24/7 or shift-based support environment (Nice to have)