Deloitte
Manager, Lead Specialist, ServiceNow CMDB Solution Architect
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The Global ServiceNow Center of Excellence is seeking a highly skilled and experienced ServiceNow CMDB Solutions Architect to lead the architecture of enterprise Configuration Management Database solutions, with particular emphasis on the Common Service Data Model (CSDM), configuration data quality, discovery, service mapping and governance. The ideal candidate will combine deep ServiceNow platform expertise with practical knowledge of configuration management, IT operations, service management and enterprise data governance. This role requires strong architecture leadership, excellent written and verbal communication skills, and the ability to work effectively with platform, infrastructure, application, service management, security, technology and business stakeholders. The successful candidate will translate business and operational requirements into scalable technical designs, guide implementations through architectural governance, and ensure solutions make effective use of out-of-the-box CMDB capabilities, integrations, automation, health monitoring and reporting.
Responsibilities:
- Lead the architecture, design and implementation of enterprise ServiceNow CMDB solutions aligned to CSDM and configuration management objectives.
- Partner with platform, infrastructure, application, service management, security, operations and business stakeholders to define configuration data requirements, ownership and measurable outcomes.
- Define architecture covering CI class models, service and application models, relationships, lifecycle states, ownership, data sources and supporting governance workflows.
- Design traceable and reusable relationships between business applications, application services, technical services, infrastructure components, locations, users and support groups.
- Develop and maintain architectural views, CSDM-aligned data models, integration designs, decision records, configuration standards and detailed technical specifications.
- Promote configuration-first, upgrade-safe use of out-of-the-box ServiceNow CMDB capabilities and challenge unnecessary customisation.
- Provide technical leadership to delivery teams and review configurations, extensions and code for security, quality, performance and maintainability.
- Architect integrations and ingestion patterns using Discovery, Service Mapping, Service Graph Connectors, IntegrationHub ETL, APIs and other appropriate technologies.
- Define Identification and Reconciliation Engine rules, source precedence, reconciliation controls and multi-source data patterns to prevent duplicates and protect authoritative data.
- Establish CMDB health, certification, attestation, remediation and lifecycle-management practices that improve completeness, correctness, compliance and currency.
- Ensure security, privacy, data ownership, access controls, auditability and segregation of duties are embedded within solution designs.
- Support projects through architecture review, design assurance, testing, deployment and mandatory governance processes.
- Troubleshoot complex CMDB, discovery, service mapping and integration issues and guide teams towards sustainable resolutions.
- Shape the ServiceNow CMDB and CSDM roadmap, standards and reusable patterns, remaining current with product releases and recognised configuration management practices.
- Mentor architects, CMDB administrators, data owners and delivery colleagues contribute to continuous improvement across the ServiceNow architecture practice.
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Qualifications
Essentials:
- Certified ServiceNow Administrator (CSA)
- Certified Implementation Specialist – Data Foundations (CMDB and CSDM) (CIS-DF), or the current equivalent ServiceNow certification.
- Excellent written and verbal communication, interpersonal and presentation skills, with the ability to explain complex CMDB, CSDM, data governance and technical concepts to technical and non-technical audiences.
- Proven of ServiceNow experience in solution or technical architecture roles, including substantial hands-on architecture experience with enterprise CMDB implementations.
- A proven track record of leading end-to-end ServiceNow CMDB solution designs and delivering complex, enterprise-scale implementations.
- Deep knowledge of the ServiceNow CMDB and CSDM, including CI class hierarchy, service and application modelling, relationships, lifecycle states, ownership and CSDM domains.
- Experience designing CMDB governance frameworks, operating models, data ownership, certification, attestation, remediation and continuous improvement processes.
- Strong knowledge of CMDB Health, Data Manager, CI Class Manager, duplicate management, stale CI handling and completeness, correctness and compliance health measures.
- Strong understanding of ServiceNow platform architecture, data model, security model, workspaces, reporting, workflow automation and upgrade-safe design practices.
- Experience populating and maintaining the CMDB through Discovery, Service Mapping, Service Graph Connectors, IntegrationHub ETL, APIs, import sets and other appropriate ingestion technologies.
- Deep understanding of Identification and Reconciliation Engine configuration, identification rules, reconciliation rules, data source rules, source precedence and multi-source CMDB patterns.
- Experience integrating CMDB data with ITSM, ITOM, Security Operations, Asset Management and other platform capabilities to support impact, change, incident and service-management outcomes.
- Working knowledge of ServiceNow scripting, including JavaScript and GlideRecord, sufficient to assess technical feasibility and assure solution quality.
- Experience working with Agile and Waterfall delivery approaches and participating in the full software development lifecycle.
- Solid understanding of ITIL configuration management, architecture governance, data security and privacy, change and release management, testing and audit requirements.
- Ability to work independently and collaboratively across multidisciplinary teams, with strong analytical, problem-solving and stakeholder-management skills.
- Excellent Microsoft Word, Excel, Visio and PowerPoint skills.
Beneficial:
- ServiceNow Discovery, Service Mapping, ITOM or Asset Management implementation experience and relevant certifications.
- Certification in non-ServiceNow enterprise platform technologies such as Azure, AWS or Microsoft 365.
- ServiceNow Developer experience is beneficial but not required. This is not a developer role.
- Certified Master Architect (CMA), Certified Technical Architect (CTA), or other relevant Certified Implementation Specialist credentials.
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