CMDB Lead

Hi All, Lead ServiceNow Configuration Developer (CSDM) Location: Marlboro, MA (3 days/week onsite)- Locals only with DL copy Client: Healthcare domain Exp Level: 14+ years genuine candidates only. F2F interview required for the final round. *Need strong recent CSDM experience. Job description: We are seeking a skilled and experienced Lead ServiceNow Configuration Developer to join our dynamic collaboration team. The ServiceNow Configuration developer is responsible for the governance, integrity, and continual improvement of service-related configuration data within the ServiceNow CMDB. This role is heavily focused on CSDM adoption , Service Mapping maturity, and accurate modeling of Business, Application, and Technical Services, ensuring they reflect true operational reality and support effective ITSM/ITOM processes. This position works closely with the CMDB lead, Service Owners, and process owners (Incident, Change, Problem, Request, etc.) to maintain a reliable, scalable, and compliant configuration management practice on the ServiceNow platform.
Key Responsibilities
Service Modeling & CSDM Governance

• Govern and maintain the service model within ServiceNow in alignment with CSDM standards and enterprise architecture guidelines.

• Co-own governance of Business Services, Application Services, Technical Services, and Service Offerings to ensure consistent, reusable patterns.

• Define and enforce modeling standards, naming conventions, and data quality rules for service-related CIs.

• Collaborate with Service Owners and Application Owners to ensure services are modeled correctly and kept up to date.

• Review, challenge, and approve new or modified service model structures to ensure architectural and CSDM compliance.

Service Mapping & Dependency Management

• Co-govern the Service Mapping strategy, roadmap, and implementation within ServiceNow.

• Define and maintain standards for mapping completeness, discovery scope, and coverage across critical services.

• Validate discovered application and infrastructure dependencies, ensuring accurate relationships between CIs and services.

• Partners with technical teams to refine patterns, troubleshoot mapping issues, and improve automated discovery and service mapping accuracy.

Operational Service Integrity & Data Quality

• Ensure Incidents, Changes, Problems, and Requests are associated with the correct Business and Application Services in ServiceNow.

• Validate service impact and dependency information during major incidents and outages to support effective triage and root cause analysis.

• Maintain and validate service criticality, tiering, and impact attributes to support SLAs, SLOs, and prioritization.

• Monitor and reduce configuration drift at the service layer, ensuring the CMDB reflects current-state production environments.

• Define and track KPIs/metrics (e.g., service data completeness, accuracy, and usage) to drive continuous improvement.

Stakeholder Engagement & Service Owner Enablement

• Act as a subject matter expert (SME) on CSDM, Service Mapping, and service modeling within the ServiceNow platform.

• Educate Service Owners, Application Owners, and process owners on service modeling best practices, data responsibilities, and governance policies.

• Plan and facilitate service modeling and service mapping workshops to onboard new services and refine existing ones.

• Lead service rationalization efforts to eliminate redundant or unused services, improving clarity and reducing complexity.

• Partner with ITSM/ITOM process owners to ensure configuration data effectively supports Incident, Change, Problem, Request, and Event Management.

Governance, Compliance & Continuous Improvement

• Support the CMDB lead in maintaining the Configuration Management Plan, policies, and procedures.

• Contribute to audits and compliance activities by ensuring configuration and service data meets internal and regulatory requirements.

• Identify opportunities to automate data quality checks, reconciliation, and maintenance activities within ServiceNow.

• Stay current with ServiceNow platform capabilities, CSDM versions, and best practices, and recommend enhancements to the configuration management practice.

Preferred Experience & Skills:

• 8+ years of hands-on experience with ServiceNow CMDB, Discovery, and Service Mapping in large enterprise environments.

• Strong understanding of CSDM (Common Service Data Model) and its application in large enterprises.

• Familiarity with ITIL/ITSM/ITOM processes and how they consume CMDB and service data.

• Ability to translate technical dependencies into clear, business-relevant service models.

• Strong communication and facilitation skills to work with both technical and non-technical stakeholders.

• 5+ years of hands-on experience with ServiceNow CMDB, Discovery, and Service Mapping in large enterprise environments.

For applications and inquiries, contact: hirings@openkyber.com