Hogan Lovells
ServiceNow Data and CMDB Specialist
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Job Title
ServiceNow Data and CMDB Specialist
Office Location
- London
- Birmingham
- Johannesburg
Department
IT Service Management Applications
Working Hours
- 35 hours per week
- 9:30am to 5:30pm
- Additional hours may be required
- Agile and flexible working patterns considered
- Hybrid working approach allows for up to 40% time working from home and 60% in the office
Role Overview
The ServiceNow Data and CMDB Specialist is responsible for the governance, quality, and ongoing development of data held within the ServiceNow platform, with particular responsibility for the Configuration Management Database (CMDB), service data, and reporting and insight delivered through or sourced from ServiceNow.
The role ensures that Configuration Items (CIs), their relationships, and supporting service data are accurate, complete, and kept up to date. This provides a reliable source of information for service management processes, operational decision-making, risk management, automation, and the introduction of new services and technologies.
The role also oversees the quality of data supplied to ServiceNow by other systems. Working with source-system owners and integration teams, the role holder establishes clear ownership, agreed data standards, and appropriate controls. They do not own the source systems but are responsible for identifying and coordinating the resolution of issues that affect the quality of data used within ServiceNow.
ServiceNow is an enterprise-wide platform supporting Business Teams and functions across the firm, including Information Technology, M&BD, Finance, People, Knowledge, the Office of the General Counsel, Operations, and Communications. It operates across one production and four sub-production instances and includes a broad range of ServiceNow products, custom scoped applications, and enterprise integrations. The Service Portal is available to all users across the firm.
The right candidate brings practical ServiceNow CMDB and reporting experience, strong analytical skills, and the ability to build effective working relationships. They are comfortable managing their own workload, investigating complex data issues, and making recommendations based on the available evidence.
Key Responsibilities
- Own the governance, quality, and ongoing maturity of the ServiceNow CMDB.
- Own the service mapping data model, governance, and quality standards.
- Work with service, application, infrastructure, and data owners to agree ownership, data requirements, and responsibilities for maintaining configuration and service data.
- Monitor CMDB health through regular data-quality reviews.
- Establish governance standards for data supplied to ServiceNow by other systems.
- Work with source-system owners and integration teams to understand how data moves between systems.
- Consider data-governance requirements when new integrations, services, and automation are being designed.
- Define and validate CMDB and data requirements for platform changes and integrations.
- Represent CMDB, data-governance, and reporting considerations in relevant project, design, and change discussions.
- Own the standards and governance for ServiceNow reporting.
- Review existing reports and dashboards to remove or consolidate content that is duplicated or no longer needed.
- Support the data quality and governance foundations needed for approved ServiceNow AI capabilities.
- Maintain documentation covering the CMDB data model, data sources, ownership, governance standards, reporting definitions, controls, and operating procedures.
- Keep up to date with relevant ServiceNow capabilities and industry practices relating to CMDB, CSDM, service mapping, data governance, and reporting.
- Help build a supportive workplace where colleagues can do their best work and take part in the firm's Responsible Business program.
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Skills & Experience
The Candidate
Experience
- At least five years' relevant ServiceNow experience, including practical experience in CMDB, configuration management, and platform data.
- Strong working knowledge of ServiceNow CMDB, including CI classes, relationships, lifecycle management, data quality, and governance.
- Good understanding of CSDM and how service, application, and infrastructure data should be structured and related within ServiceNow.
- Experience of ServiceNow Discovery, Service Mapping, Identification and Reconciliation Engine principles, imports, and integration data sources.
- Hands-on experience maintaining or improving a CMDB within a medium-to-large organization, including work with CI classes, relationships, data sources, reconciliation, data-quality controls, and remediation.
- Practical experience creating ServiceNow reports and dashboards, turning business requirements into meaningful measures, and checking that reports, dashboards, and performance measures are accurate.
- Good understanding of data models, data relationships, data ownership, authoritative sources, and data-quality management.
- Experience of Power BI, Microsoft Fabric, SQL, or another reporting and analytics tool.
- Good understanding of IT service management and how reliable configuration and service data supports Incident, Problem, Change, Asset, and Service Level Management.
- Experience considering how data quality and governance underpin ServiceNow AI capabilities such as Now Assist is desirable, including an understanding of the data foundations that AI-driven search, insight, and automation depend on.
- Strong analytical and problem-solving skills, with the ability to investigate complex data issues and recommend practical solutions.
- Experience governing data exchanged between multiple systems.
- Experience working with technical and non-technical data owners to resolve data-quality issues and improve accountability.
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Qualifications
- Relevant practical ServiceNow CMDB, data-governance, and reporting experience is more important than holding every listed qualification.
- ServiceNow Certified System Administrator certification or equivalent practical platform experience would be beneficial.
- ServiceNow training or certification relating to CMDB, CSDM, Discovery, Service Mapping, Performance Analytics, or reporting would be beneficial.
Skills
- Clear written and verbal communication skills, with the ability to explain data, CMDB, and reporting concepts to technical and non-technical audiences.
- Builds positive and collaborative relationships across the firm and adapts their communication to suit the audience.
- Takes ownership, follows through on agreed actions, and uses evidence and sound judgement when making decisions or recommendations.
- Acts with integrity when managing data, presenting results, and raising risks or areas of non-compliance.
- Responds positively to change and looks for practical ways to improve the quality and value of ServiceNow data and reporting.
- Shares knowledge and helps colleagues make effective use of ServiceNow data and reporting, contributing to a supportive workplace where people can perform at their best.
Equal Opportunities Employment & Agile Working Statement
It is the policy of Hogan Lovells Cadwalader to provide equal opportunities for all employees in relation to recruitment, training, and promotion. Decisions in these areas will be made only by reference to the requirements of the job and shall not be influenced by any consideration of racial or ethnic origin, religion, sex, gender and gender identity, age, sexual orientation, marital and civil partnership status, pregnancy, or disability.
Our goal is to embed flexibility across our business by giving everyone the opportunity to work in an agile way, whether as a regular pattern or on an ad hoc basis, and we will be happy to discuss this further.
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