CMDB Analyst - ServiceNow

Experience: 7–8 Years Relevant

Location: Bangalore / Gurgaon

Work Model: Hybrid

Shift: US Shift (6:30 PM – 3:00 AM IST) or Rotational 24x7

Primary Skills: ServiceNow CMDB, ITSM, Discovery, CSDM, Data Quality, Asset/Configuration Management

Role Summary:

Manage, maintain, and improve the Configuration Management Database (CMDB). Focus on ensuring CI accuracy, completeness, relationships, reconciliation, and overall CMDB health while supporting ITSM and infrastructure operations. Requires strong hands-on experience with ServiceNow CMDB, configuration management processes, discovery/integration mechanisms, and data-quality governance.

Key Responsibilities:

• Maintain and govern ServiceNow CMDB and Configuration Items across infrastructure and application environments.
• Monitor CMDB health: completeness, correctness, compliance, duplicates, stale CIs, orphaned records.
• Perform CI data analysis, cleansing, normalization, reconciliation, and remediation.
• Identify and resolve issues: duplicate CIs, missing attributes, incorrect classifications, stale/retired CIs, missing/incorrect relationships.
• Manage CI lifecycle from creation and discovery through modification and retirement.
• Work with infrastructure, application, cloud, network, security, and service-management teams to validate CI information.
• Support ServiceNow Discovery, Service Mapping, integrations, imports, and other CMDB data sources.
• Review discovery failures and coordinate resolution of data-source and CI population issues.
• Understand and support Identification and Reconciliation Engine (IRE) rules.
• Support alignment of CMDB structures with CSDM principles.
• Establish and monitor CMDB data-quality dashboards, KPIs, and remediation activities.
• Support impact analysis by ensuring accurate relationships among applications, servers, databases, network devices, cloud resources, and business services.
• Participate in CMDB audits, governance reviews, and continuous-improvement initiatives.
• Work with Incident, Problem, Change, Asset, and Service Management teams to improve CMDB utilization.
• Document CMDB processes, CI ownership, data standards, reconciliation rules, and operating procedures.

Required Technical Skills:

• Strong hands-on ServiceNow CMDB experience.
• Good understanding of Configuration Management and ITIL practices.
• Knowledge of ServiceNow Discovery, CMDB Health, IRE, CI Classes and Relationships, CSDM, Service Mapping concepts, Import Sets/Transform Maps, data reconciliation and normalization.
• Understanding of infrastructure components: Windows/Linux servers, databases, network devices, virtualization, cloud infrastructure (AWS/Azure/OCI), applications, and business services.
• Ability to analyze CMDB data using Excel, reporting tools, or ServiceNow reports/dashboards.
• Basic knowledge of REST APIs and integrations beneficial.