ServiceNow CMDB Consultant

Job Title: ServiceNow CMDB Consultant
Location: Chelsea, MA (Hybrid)

Position Summary:

We are seeking a Configuration Management Database (CMDB) expert to advance an ongoing CMDB program and maximize the value of ServiceNow. This role goes beyond traditional analyst responsibilities - the consultant will act as a strategic advisor and hands-on subject matter expert (SME), driving CMDB design, governance, integrations, and long-term maturity.

The consultant will partner closely with existing resources (including current CMDB/Discovery Analysts) and leadership to ensure the CMDB is accurate, effective, audit-ready, and tightly aligned with ITIL/ITSM best practices and business goals.

Key Responsibilities:

• Serve as the CMDB SME, providing guidance, strategy, and best practices to leadership and technical teams.
• Lead efforts to optimize ServiceNow Discovery, Service Mapping, and CMDB structure to improve data accuracy and visibility.
• Establish and enforce CMDB governance frameworks, reconciliation processes, and data quality standards.
• Develop and execute a CMDB maturity roadmap that aligns with organizational objectives.
• Define and maintain CI classes, attributes, and relationships to ensure consistency and scalability.
• Drive integrations across ITSM/ITOM processes (Incident, Change, Problem, Asset, etc.) and with external systems.
• Conduct CMDB health checks, audits, and maturity assessments, providing actionable recommendations.
• Mentor and guide internal resources, uplifting overall CMDB/Discovery practices and capabilities.
• Deliver process documentation, playbooks, and training to ensure sustainable adoption of CMDB best practices.
• Act as a trusted advisor to stakeholders, helping translate CMDB improvements into business outcomes (e.g., better audit readiness, stronger reporting, faster incident resolution, improved service visibility).

Qualifications:

• 7+ years of ITSM/ITOM experience with 5+ years of hands-on ServiceNow CMDB & Discovery expertise.
• Proven experience designing, implementing, and maturing ServiceNow CMDB in large enterprises.
• Expertise in ServiceNow Discovery, Service Mapping, and the Common Service Data Model (CSDM).
• Strong knowledge of ITIL practices, particularly Configuration Management.
• Experience with CI data modeling, reconciliation, and integrations across ITSM/ITOM modules.
• Excellent communication skills; ability to engage both executive stakeholders and technical teams.
• ServiceNow certifications (CIS CMDB, ITSM, ITOM, Discovery) strongly preferred.
• Prior consulting experience or public sector experience a plus.