ServiceNow CMDB Subject Matter Expert (SME)

Job Title: ServiceNow CMDB Subject Matter Expert (SME)
Duration: 1-year contract - Annual Extension possible
Location: Hybrid-2 days onsite in Chelsea, MA, and 3 days remote.

Responsibilities:

• Lead the team from the current phase to the desired future phase, following best practices.
• Act as "training wheel " for the team, supporting and mentoring junior less experienced members.
• Guide the project from start to finish, with hands-on experience in ServiceNow CMDB.
• Stakeholder engagement, including upcoming implementations.
• Assist the client in executing roadmap and growing their CMDB team.
• Serve as the subject matter expert for all CMDB-related activities, offering strategic and technical guidance to the CMDB team and stakeholders.
• Design, implement, and maintain CMDB processes and configurations, ensuring data integrity and consistency across the IT environment.
• Collaborate with IT teams to identify and map Configuration Items (CIs), relationships, and dependencies within the CMDB.
• Establish and enforce CMDB data standards, governance, and quality assurance processes to maintain an accurate and reliable source of truth.
• Perform data analysis and validation, identifying and resolving discrepancies to improve CMDB accuracy and efficiency.
• Support CMDB integration with other IT Service Management (ITSM) processes and tools, such as Incident, Change, and Problem Management.
• Lead efforts to continuously improve CMDB maturity, aligning it with ITIL and industry best practices.
• Provide training and mentorship to junior team members on CMDB processes, tools, and best practices.
• Collaborate with the ITSM and Asset Management teams to ensure seamless integration and alignment of processes.
• Generate reports and insights on CMDB data, providing actionable recommendations for process improvements.

Desired Skills & Experience

• Experience: Must have prior experience leading CMDB projects from inception to completion, with current expertise in ServiceNow CMDB.
• Best Practices: Should be able to establish and implement best practices for the CMDB process.
• Team Dynamics: Expected to work closely with a Senior Project Manager and train team members.
• Customer-Centric: Must be a cultural fit and focused on avoiding customer issues.

Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent experience.
• 5+ years of experience working with CMDB in an enterprise environment, preferably with expertise in ServiceNow or similar platforms.
• Strong knowledge of ITIL framework and ITSM processes, with ITIL certification preferred.
• Proven experience with CMDB architecture, design, and maintenance, including data modeling and configuration management.
• Proficiency in creating and managing CMDB relationships, CI attributes, and data validation rules.
• Strong analytical skills with a keen attention to detail and problem-solving capabilities.
• Excellent communication and collaboration skills, with the ability to translate technical concepts for non-technical stakeholders.

Preferred Skills:

• Experience in scripting and automation within CMDB platforms (e.g., PowerShell, Python, or ServiceNow scripts).
• Familiarity with cloud infrastructure and services (e.g., AWS, Azure) and their integration with the CMDB.
• Experience in implementing CMDB integrations with discovery tools and asset management systems.