Servicenow Cmdb Administrator

Overview:
At KPMG, you’ll join a team of diverse and dedicated problem solvers, connected by a common cause: turning insight into opportunity for clients and communities around the world.

A ServiceNow CMDB Administrator manages the Configuration Management Database (CMDB) to ensure accurate and up-to-date information about IT infrastructure. Key duties include overseeing CI lifecycle management, ensuring data integrity, supporting ITIL processes, and automating data collection and reconciliation. They also collaborate with cross-functional teams, provide training, and generate reports for monitoring CMDB health. Additionally, they ensure compliance with security and regulatory standards.

What you will do:

- Ensure that all Configuration Items are correctly classified and aligned with the organization's ITIL processes.
- Establish and maintain relationships between CIs, ensuring that dependencies and impacts are properly mapped.
- Ensure that CMDB data is accurate, consistent, and up-to-date. Implement data governance processes to maintain data quality
- Perform regular audits and reconciliation of the CMDB to identify and correct discrepancies between the CMDB and the actual IT environment.
- Implement and configure tools and integrations (e.g., Discovery, SCCM, etc.) to automate the population and update of CMDB data
- Work closely with other teams (e.g., ITIL, Service Desk, Asset Management) to ensure that the CMDB supports processes like Incident Management, Problem Management, Change Management, and Asset Management.
- Ensure that the CMDB is aligned with ITIL best practices and is effectively supporting change management, incident management, and other ITSM processes.
- Establish and enforce standards for CI attributes, relationships, and classifications to maintain consistency across the CMDB.
- Create and maintain reports, dashboards, and visualizations to track CMDB health, performance, and trends.
- Develop key performance indicators (KPIs) to assess the effectiveness of the CMDB and related processes
- Monitor CMDB data health and generate periodic reports on data accuracy, completeness, and compliance
- Investigate and resolve issues related to CIs and their relationships. Support other teams in troubleshooting incidents and problems linked to CMDB data.
- Analyze and report the potential impact of incidents and changes on the CI environment.
- Collaborate with other departments, such as IT Operations, Security, and Network, to ensure that the CMDB accurately represents the organization's IT infrastructure.
- Provide training and guidance to other team members and end-users on CMDB usage and best practices.
- Act as a liaison between business and technical stakeholders to ensure that the CMDB aligns with business needs and technical requirements.
- Configure and customize the ServiceNow CMDB, including creating new CI classes, attributes, and relationships to meet organizational needs.
- Implement automation to streamline CMDB processes, such as auto-populating CIs, automatic relationship mapping, or data reconciliation.
- Integrate CMDB with other tools and systems (e.g., asset management, monitoring, and discovery tools) to improve data accuracy and automation
- Manage user access and permissions related to the CMDB, ensuring that only authorized personnel can modify or view sensitive data
- Ensure that the CMDB complies with internal and external regulatory and security standards.
- Maintain clear and up-to-date documentation related to the CMDB configuration, processes, and workflows.
- Identify opportunities for improving the CMDB processes and workflows, aiming to increase efficiency and data quality.
- Keep up with ServiceNow updates and best practices in CMDB management and ITIL processes to implement new features and improvements
- Monitor the performance and availability of the CMDB to ensure it is running efficiently and effectively.
- Address any issues related to system performance, outages, or data discrepancies promptly to minimize disruptions

What you bring to this role:

- Degree or diploma in Information Technology required
- Deep understanding of ServiceNow platform, especially CMDB modules and ITSM processes.
- Familiarity with ITIL processes, especially Configuration Management and Change Management.
- Strong background in data governance, data quality, and database management.
- Ability to troubleshoot issues related to CMDB data, integrations, and relationships.
- Experience with automation tools, including Discovery, ServiceNow Orchestration, and custom scripting in ServiceNow (e.g., using JavaScript or Business Rules).
- Strong interpersonal and communication skills for cross-functional collaboration and training.

This role plays a crucial part in ensuring the CMDB reflects the true state of an organization's IT infrastructure, enabling better decision-making, improved service delivery, and more efficient change management

**Providing you with the support you need