ServiceNow CMDB Administrator

RaceTrac Company Overview

Job Description:

The ServiceNow CMDB Administrator is responsible for the operational health, accuracy, and governance of the Configuration Management Database (CMDB) within the ServiceNow platform. This role focuses on day-to-day administration, data quality, discovery operations, CI lifecycle management, and relationship integrity to ensure the CMDB reliably supports ITSM, ITOM, Change Management, Incident, and downstream reporting and compliance needs.

The CMDB Administrator partners closely with ITSM, ITOM, infrastructure, cloud, security, and application teams to ensure configuration data is complete, accurate, and actionable. This role does not lead development teams, but may collaborate with developers, architects, and platform teams on enhancements and automation.

Duties and Responsibilities

• Administer and maintain the ServiceNow CMDB, ensuring data accuracy, completeness, and consistency across all CI classes.

• Enforce CMDB governance, policies, and standards including CI lifecycle management, naming conventions, and reconciliation rules.

• Maintain CI relationships and dependency mappings to support Incident, Change, Problem, and Service Mapping use cases.

• Monitor and remediate CMDB data quality issues using health dashboards, audits, and reconciliation processes.

• Partner with Change Management to ensure all infrastructure and application changes appropriately update CMDB records.

• Collaborate with ITOM, ITSM, cloud, and infrastructure teams to onboard new CI types and discovery sources.

• Identify and implement continuous improvements to CMDB processes, automation, and data consumption.

• Support audits, compliance, and risk initiatives by ensuring CMDB data aligns with required controls and evidence needs.

• Participate in platform upgrades, patches, and CMDB-related testing and validation activities.

Work Experience and Education

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or a related field, or equivalent work experience.

• 5+ years of overall IT experience in infrastructure, operations, or platform administration roles.

• 2–4+ years of hands-on experience administering ServiceNow CMDB and Discovery.

• Strong understanding of ITIL concepts, especially Configuration Management and Change Management.

• Experience supporting Incident, Request, Problem, and Change processes that rely on CMDB data.

Preferred Experience

• Experience with cloud discovery (e.g., Azure, Tanium).

• Familiarity with Agile delivery and DevOps operating models.

• ServiceNow certifications such as CSA, ITOM Discovery, or CMDB Fundamentals.

Role-Specific Competencies

Planning and Organization

• Effectively scopes CMDB-related tasks and initiatives.

• Prioritizes operational work alongside improvement efforts.

• Anticipates data quality risks and proactively addresses them.

Customer and Stakeholder Focus

• Partners with internal teams to understand how CMDB data is consumed.

• Translates technical CMDB concepts into business-relevant outcomes.

• Builds trust through reliable data and consistent execution.

Process and Data Management

• Understands CMDB processes end-to-end and how they integrate with ITSM and ITOM workflows.

• Identifies inefficiencies and opportunities to simplify and automate CMDB operations.

• Applies metrics and dashboards to measure CMDB health and effectiveness.

Communication and Collaboration

• Clearly communicates CMDB standards, expectations, and changes.

• Works effectively with platform teams, infrastructure teams, and service owners.

• Documents processes, configurations, and operational procedures.

Responsibilities:

• Perform daily administration and support of ServiceNow ITOM and CMDB services in an enterprise product environment.
• Maintain CMDB data integrity, including CI classes, attributes, relationships, and reconciliation support.
• Administer and support the ServiceNow Discovery application, including schedules, credentials, patterns, sensors, and issue resolution.
• Assist with execution of the CMDB roadmap and support CI relationship accuracy across supported services and infrastructure.
• Follow established CMDB governance, policies, standards, and procedures.
• Monitor Discovery and CMDB health, identify gaps, troubleshoot issues, and implement improvements.
• Partner with internal consumers and stakeholders whose processes interact with the CMDB to improve data quality and platform value.
• Support documentation, testing, and validation of CMDB and Discovery enhancements.
• Participate in incident, request, problem, and change management activities related to CMDB and ITOM services.
• Participate in weekly Change Management meetings and complete assigned follow-up actions.
• Provide operational support for audits, compliance reviews, and reporting related to CMDB data and processes.
• Recommend process and technical improvements to strengthen CMDB accuracy, usability, and adoption.

Qualifications:

• Bachelor’s degree from an accredited college or university in Computer Science, Engineering, Information Systems, or related field preferred; equivalent work experience considered.
• 3–5 years of experience in Information Technology or equivalent combination of education and work experience.
• 2+ years of hands-on experience as a ServiceNow ITOM or CMDB Administrator.
• Experience resolving ITSM tickets, incident support, request fulfillment, and change management activities.
• Knowledge of ServiceNow fundamentals, including CMDB and Discovery.
• Knowledge of ServiceNow Service Mapping preferred.
• Knowledge of Azure Cloud Discovery preferred.
• Experience supporting data quality, reconciliation, and CI lifecycle processes within the CMDB.
• Understanding of Agile methodology and software development lifecycle practices.
• Strong analytical, troubleshooting, documentation, and communication skills.

All qualified applicants will receive consideration for employment with RaceTrac without regard to their race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.