ITOM Configuration Specialist

Role Overview

This position centres on protecting the integrity of the Configuration Management Database (CMDB), which serves as the single source of truth for IT assets and their relationships. Day to day, you will monitor the health of CMDB data through defined service levels, correct quality issues such as duplicates and outdated records, and work across the technology organisation to make sure configuration management rules are clearly understood and consistently applied. Your efforts directly support reliable IT service delivery by ensuring that every configuration item is accurate, complete, and compliant with the agreed operating model.

Key Responsibilities

• Track and report on the CMDB health scorecard across the three core performance areas: correctness, completeness, and compliance.
• Identify and resolve data quality defects, including duplicate configuration items, orphaned records, and CIs that have not been verified by Discovery within the required window.
• Configure and maintain CMDB health thresholds, health groups, and automated certification audits to ensure data remains current and trustworthy.
• Align CI classes with the Common Service Data Model (CSDM) and collaborate with tooling teams to improve the accuracy of data ingested from ServiceNow Discovery and other sources.
• Work within the ServiceNow CMDB Workspace to set governing policies, define CI relationship rules, and manage access controls over class definitions.
• Create, document, and communicate configuration management processes, roles, and responsibilities so all technology teams know how to handle CMDB data correctly.
• Collaborate with process owners and service delivery teams to investigate recurring data issues, identify root causes, and implement preventative controls.

Requirements & Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Hands-on experience administering or supporting a ServiceNow CMDB, including familiarity with the CMDB Health tooling and Workspace.
• Understanding of configuration management principles, asset lifecycle management, and ITIL practices related to configuration management.
• Working knowledge of ServiceNow Discovery, Identification and Reconciliation Engine (IRE), and the Common Service Data Model (CSDM).
• Ability to analyse data quality metrics, interpret health scores, and translate findings into clear remediation actions.
• Strong written and verbal communication skills, with experience documenting process flows and training technical teams.
• At least 2–3 years of experience in an ITSM operations, CMDB administration, or service data governance role.