ITOM Admin

Role: ITOM Admin

Location:  Jamesville, NY

(100% onsite Role)

Job Description:

ITOM Admin

1. CMDB Design & Maintenance

• Develops and maintains a scalable CMDB aligned with the Common Service Data Model (CSDM).

• Ensures all Configuration Items (CIs) and their relationships are accurately represented.

• Implements governance policies to maintain data integrity and compliance.2. Discovery & Integration

• Configures and optimizes ServiceNow Discovery to automatically identify and populate CI’s,

• Manage Discovery credentials, schedules, behavior tuning, and troubleshooting.

• Monitor Discovery health, coverage, and success rates.

• Drive continuous improvement of discovery patterns and data collection methods.

• Integrates with tools like SCCM, Intune, Tenable, and other authoritative sources.

• Evaluate, onboard, govern, and maintain CMDB authoritative sources.

• Manages Identification and Reconciliation Engine (IRE) rules to prevent duplicates and ensure accurate data merging.3. Data Quality & Governance

• Conducts audits to validate CMDB data accuracy.

• Removes stale, orphaned, or duplicate CIs.

• Defines naming conventions and enforces change control processes.4. CMDB Governance & Data Stewardship

• Establish and manage CMDB governance processes.

• Define data ownership, stewardship, and accountability models.

• Develop and maintain CMDB standards, policies, and operating procedures.

• Facilitate governance reviews with infrastructure, application, security, and business stakeholders.5. Reporting & Dashboards

• Monitor CMDB health scores, Discovery completeness, and service mapping accuracy.

• Use Health Scan and CMDB Query Builder to identify gaps and improve data quality.

• Builds interactive dashboards and reports to monitor CMDB health and usage.

• Tracks performance metrics and identifies areas for improvement.6. CSDM & Service Modeling Responsibilities

• Lead and maintain adoption of the Common Service Data Model (CSDM) across Business Applications, Business Services, Technical Services, Service Offerings, and related CMDB structures.

• Partner with application, infrastructure, and business teams to define service ownership and service relationships.

• Support the organizations transition to a service-aware operating model.7. Service Mapping Ownership

• Design, implement, and maintain Service Mapping.

• Ensure business-critical services have accurate dependency maps.

• Support automated service mapping initiatives and ongoing map maintenance.8. Collaboration & Training

• Works with teams across ITSM, ITOM, Security, Compliance, and Architecture, and IT as a whole.

• Provides training and mentorship to ensure alignment with CMDB best practices.9. Strategic Planning

• Develops a roadmap to evolve the CMDB into a service-aware database.

• Supports decision-making, risk management, and operational efficiency.10. Automation & Orchestration

• Implement and maintain Flow Designer, Orchestration, or IntegrationHub for automated workflows.• Develop and manage automation policies for event remediation and service hea