Title: ServiceNow CMDB Technical Analyst

Location: Hybrid, onsite 1–2 days/week (Toronto or Scarborough)

Summary

- Strong technical background in CMDB data management and operations.
- Hands-on experience with CMDB administration, data quality, and operational processes.
- The client is seeking an experienced ServiceNow CMDB Technical Specialist to support the administration, maintenance, optimization, and operational management of its Configuration Management Database (CMDB).
- The successful candidate will have a robust technical background in ServiceNow, with hands-on experience managing CMDB data, maintaining data quality, troubleshooting discrepancies, and supporting ongoing configuration management processes.
- This role requires a thorough understanding of how data is structured within the ServiceNow CMDB, including tables, configuration items (CIs), relationships, reconciliation processes, and data integrations. The specialist will ensure CMDB information is accurate, consistent, reliable, and aligned with established data management standards.
- The ideal candidate will have approximately 5–7 years of relevant experience in ServiceNow development, administration, CMDB management, or technical operations, with the ability to investigate and resolve data issues independently.

Key Responsibilities

ServiceNow CMDB Administration & Technical Operations

- Perform hands-on administration, maintenance, and support of the ServiceNow CMDB.
- Maintain and manage configuration items (CIs), CI relationships, attributes, and associated records.
- Navigate the ServiceNow platform confidently to investigate, update, validate, and troubleshoot CMDB data.




- Understand the underlying structure of the CMDB, including relevant tables, fields, relationships, and dependencies.
- Identify the correct ServiceNow tables and data structures for configuration and asset information.
- Support CMDB configuration, technical enhancements, and operational process improvements.
- Troubleshoot issues affecting CMDB data integrity, completeness, and consistency.

CMDB Data Quality & Reconciliation

- Monitor and maintain the accuracy, completeness, consistency, and reliability of CMDB records.
- Perform data reconciliation to identify and resolve conflicting, duplicate, incomplete, or inaccurate configuration item records.
- Understand and support ServiceNow identification and reconciliation processes, including how data from multiple sources is matched and updated.
- Investigate discrepancies between the CMDB and upstream data sources.
- Support data normalization, validation, deduplication, and remediation activities.
- Identify root causes of recurring data quality issues and implement sustainable solutions.
- Monitor data quality rules and controls to ensure CMDB information remains reliable.

Data Integration & Warehouse Support

- Support the flow of data into the CMDB from discovery tools, external systems, integrations, and other data sources.




- Understand how source data is mapped to ServiceNow CMDB tables and fields.
- Investigate data ingestion and integration issues that affect CMDB accuracy.
- Work with technical teams to troubleshoot data mapping, transformation, and reconciliation problems.
- Understand how CMDB data is structured, stored, consumed, and potentially transferred to downstream reporting platforms or data warehouses.
- Validate data across systems and assist with resolving inconsistencies between source systems, the CMDB, and downstream consumers.

Technical Development & Process Improvement

- Support ServiceNow development and administration activities related to CMDB functionality.
- Assist with configuring and maintaining business rules, data policies, scripts, workflows, and other platform components, as appropriate to the role.
- Document technical processes, data structures, reconciliation rules, and operational procedures.
- Identify opportunities to improve CMDB maintenance, automation, data quality, and operational efficiency.
- Collaborate with ServiceNow developers, administrators, IT Asset Management (ITAM), IT Service Management (ITSM), and infrastructure teams.
- Support testing and validation of CMDB changes, enhancements, and integrations.

Governance, Controls & Stakeholder Collaboration

- Apply established data governance standards and controls to CMDB operations.
- Work with stakeholders to investigate data issues, clarify ownership, and coordinate remediation activities.
- Maintain documentation supporting CMDB data management, technical processes, and quality controls.
- Support audit, risk, an

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