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ITSM - CMDB CONSULTANT , AUSTIN (HYBRID)

Contract: 12+ Months

Deadline: 9/10/25

Job Description:

  • Lead the development and execution of a comprehensive CMDB strategy aligned with business objectives and ITIL best practices.

  • Assess and make recommendations to improve CMDB using platforms like ServiceNow, etc. to improve data accuracy, integrity, and operational efficiency.

  • Establish a cross-functional "steering" team and processes to ensure organizational alignment and develop oversight and internal ITD audit processes for adherence to standards

  • Establish and enforce governance frameworks, standards, and policies to ensure ongoing CMDB health, compliance, and continuous improvement

  • Define and maintain Configuration Item (CI) identification and naming conventions, as well as processes for capturing, documenting, and controlling CIs throughout their lifecycle.

  • Oversee data population and maintenance efforts, including automated discovery processes (e.g., ServiceNow Discovery, Service Mapping), data imports, and integrations with other IT systems.

  • Define and manage the relationships between CIs to accurately represent dependencies and associations within the IT environment.

  • Ensure the CMDB effectively supports other ITSM processes such as Incident, Change, and Asset Management.

  • Monitor and report on CMDB performance metrics, identifying areas for improvement and driving corrective actions.

  • Stay current with industry trends, emerging technologies, and CMDB platform enhancements to recommend innovative solutions.

  • Provide expert guidance on CMDB processes and related modules such as Discovery, Service Mapping, Event Management, and Orchestration.

  • Lead and participate in design reviews and recommend improvements to the CMDB and associated processes.

  • Develop, document, and implement CI data governance processes and procedures.

  • Ensure that CIs are created or updated using only approved processes and procedures.

  • Develop, document, and implement CI data audits and address any issues that arise.

  • Collaborate with key stakeholders across Configuration Management, Risk, Security, Operations, and Asset Management to ensure accurate service mapping and lifecycle alignment.

  • Educate and mentor technical teams and individuals on CMDB best practices and processes.

  • Generate reports and insights from the CMDB to support decision-making and continuous improvement initiatives.

Required Skills:

  • 8-10 years of experience in software development, design, and architecture.

  • 5+ years of experience in designing, architecting, and developing CMDB solutions with experience in CSDM methodology.

  • A deep understanding of the ITIL framework, particularly Configuration Management, Change Management, and Incident Management processes.

  • Proficiency in ServiceNow platform customization, including scripting (JavaScript, Jelly, AngularJS) and workflow automation.

  • A strong knowledge of data modeling, relational databases, and CMDB schema design.

  • Familiarity with enterprise architecture frameworks (e.g., TOGAF, Zachman) and their application to CMDB strategy

  • Experience with cloud platforms (AWS, Azure, Google Cloud) and their integration with ServiceNow solutions.

  • Relevant certifications such as ServiceNow Certified Implementation Specialist for Discovery (CIS-D) are preferred.

  • Certified Technical Architect (CTA) and Certified Master Architect (CMA) Certifications are highly desirable.

  • Proven ability to design, architect, and implement scalable and maintainable Configuration Management Databases (CMDB) that align with enterprise strategies.

  • A strong champion of CMDB best practices, capable of influencing and driving adoption from senior leadership through to application and platform teams.

  • Expertise in developing and enforcing CMDB governance frameworks, data quality standards, and lifecycle management processes

  • Exceptional communication and facilitation skills to engage diverse stakeholders, conduct workshops, and translate complex technical concepts into business value.

  • Demonstrated leadership in cross-functional collaboration, fostering alignment between ITSM, application development, infrastructure, and platform teams.

  • Strong analytical and problem-solving skills with a focus on continuous improvement and innovation in processes.

  • The ability to set clear and challenging goals while committing the organization to improved performance, tenacious and accountable in driving results.

  • Strong capability & ability to drive Stakeholder & Relationship Management with internal & external customers & partners.

Kavitha K