Manager ServiceNow CMDB & Asset Governance

Key Responsibilities

• Lead the stabilization and transformation of CMDB and IT Asset Management processes within ServiceNow.
• Own and maintain the ServiceNow CMDB (Polaris) across all CI classes, compute, network, application, cloud, and mobile.
• Create and maintain CMDB queries, Dynamic CI Groups, and health dashboards for CI class owners, analysts, and management.
• Manage the full hardware asset lifecycle, procurement, allocation, assignment, maintenance, and retirement, within ServiceNow alm_hardware and cmdb_ci_hardware tables.
• Support and maintain Entra ID → ServiceNow field mapping and dynamic reference table updates (Department, Cost Center, Country, Company).
• Manage ServiceNow ITOM Discovery (MID Server) to ensure accurate and continuous discovery of compute, network, and cloud CIs.
• Produce CMDB health reports, asset compliance dashboards, and lifecycle analytics for IT leadership and audit stakeholders.

Requirements

• Bachelor's degree in information technology, Computer Science, Business Administration, or related field required.
• ServiceNow certifications (e.g., Certified System Administrator, Certified Application Developer, CIS-ITSM, CIS-ITOM or GRC).
• ITIL v4 certification or similar service management credentials.
• Minimum of 8–12 years of progressive experience in Information Technology, including at least 3–5 years managing teams in end-user services or digital workspace environments in the healthcare industry.
• Advanced knowledge of endpoint management platforms like Intune, JAMF, SCCM.
• Certification in ITIL desired.
• Experience supporting large, complex enterprise environments is strongly preferred.
• Strong expertise with Microsoft Intune and Microsoft Entra ID (Azure AD), including Graph API integration.
• Strong API skills, REST API design, OAuth, JSON, scripted integrations, and troubleshooting.
• Hands-on experience with ServiceNow Intune Graph Connector Plugin, staging tables, and transform maps.
• Experience with CMDB identification rules, deduplication, Data Manager, and CI class governance.
• Proficiency with ServiceNow scripting: Business Rules, Script Includes, Scheduled Jobs, REST Messages.
• Strong understanding of ITIL processes (Configuration, Asset, Change).
• Experience with data governance, normalization, and reconciliation.
• Extensive experience with Excel- Pivot tables, macros, etc.
• Experience with Power BI and data analysis.
• Experience with REST APIs, GraphQL, SOAP APIs, gRPC, sFTP, Kafka, MQTT a plus.