Configuration Manager (ITIL / ServiceNow
Job Description
The Configuration Manager is responsible for establishing and maintaining the integrity of the Configuration Management Database (CMDB) and ensuring accurate tracking of IT assets and configuration items (CIs) across the enterprise. This role drives governance, process maturity, and data quality in support of IT Service Management (ITSM) and operational excellence.
Key Responsibilities
- Own and manage the Configuration Management process aligned with ITIL best practices
- Define, implement, and enforce CMDB governance, policies, and standards
- Ensure accuracy, completeness, and timeliness of CMDB data
- Collaborate with infrastructure, application, and cloud teams to onboard and maintain Configuration Items (CIs)
- Oversee discovery tools, integrations, and data ingestion into the CMDB
- Conduct regular audits and reconciliation of CMDB data
- Establish and monitor KPIs and metrics for CMDB health and process effectiveness
- Support Change, Incident, Problem, and Asset Management processes through accurate configuration data
- Drive continuous improvement initiatives and automation within the CMDB ecosystem
- Provide reporting and dashboards to leadership on CMDB performance and data quality
- Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience)
- 5+ years of experience in IT Service Management or Configuration Management
- Strong knowledge of ITIL framework (ITIL certification preferred)
- Hands-on experience with CMDB tools (e.g., ServiceNow CMDB)
- Experience with discovery tools and integrations (e.g., SCCM, Azure, AWS)
- Strong understanding of infrastructure components (servers, networks, applications, cloud)
- Excellent analytical, organizational, and communication skills
- Experience with cloud platforms (Azure, AWS)
- Experience with data governance and data quality management
- Familiarity with automation and scripting (PowerShell, Python)
- ServiceNow certifications (e.g., CIS-CMDB)
Job Requirements
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