LEAD ADMINISTRATOR L1(CONTRACT)

Job Description

Job Title

ServiceNow CMDB, Discovery & Service Mapping Lead

7+ years in ServiceNow CMDB, Discovery, ITOM and Service Mapping

Role Summary

We are seeking an experienced ServiceNow CMDB, Discovery, and Service Mapping Specialist with 7+ years of IT experience and strong expertise in ServiceNow ITOM modules. The ideal candidate will be responsible for CMDB governance, Discovery implementation and troubleshooting, Service Mapping, data quality improvement, and integration of infrastructure components into the CMDB. The candidate should have hands-on experience in maintaining CMDB health and supporting enterprise-wide ITOM initiatives.

Key Responsibilities

• Design, implement, and maintain ServiceNow CMDB, Discovery, and Service Mapping solutions.
• Configure and manage ServiceNow Discovery schedules, credentials, MID Servers, and patterns.
• Troubleshoot Discovery issues related to servers, network devices, cloud resources, storage, databases, and applications.
• Develop and maintain Service Maps for critical business services and applications.
• Perform CMDB health analysis and drive remediation activities for completeness, correctness, and compliance.
• Configure and maintain Identification and Reconciliation Engine (IRE) and CI Class Manager.
• Analyze and resolve CMDB data quality issues, duplicate CIs, reconciliation conflicts, and identification errors.
• Work with infrastructure, application, and support teams to onboard new services and applications into CMDB and Service Mapping.
• Monitor Discovery performance and optimize schedules, patterns, and MID Server configurations.
• Support integrations with monitoring and asset management tools.
• Create technical documentation, SOPs, knowledge articles, and operational runbooks.
• Participate in incident, problem, and change management processes related to CMDB and ITOM.
• Provide L3 support and troubleshooting for CMDB, Discovery, and Service Mapping-related issues.

Required Skills

• Strong hands-on experience in ServiceNow CMDB, Discovery, and Service Mapping.
• Good understanding of Identification and Reconciliation Engine (IRE).
• Experience with MID Server installation, configuration, and troubleshooting.
• Knowledge of Discovery Patterns and Pattern Designer.
• Experience in Service Mapping implementation and maintenance.
• Strong understanding of infrastructure technologies including Windows, Linux, Unix, Network Devices, Databases, Storage, Virtualization, and Cloud Platforms.
• Experience with CMDB Data Manager, Data Certification, and CMDB Health Dashboard.
• Knowledge of ITIL processes and best practices.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent communication and stakeholder management skills.

Preferred

• Experience with Cloud Discovery, and ITOM Visibility

Certifications (Preferred)

• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Implementation Specialist – Discovery
• ServiceNow Certified Implementation Specialist – Service Mapping
• ITIL Foundation V4

This role requires a technically strong individual capable of independently managing CMDB, Discovery, and Service Mapping activities while collaborating with multiple infrastructure and application teams.

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Areas of responsibility

Triaging and resolution of tickets-Provide resolution to high priority incident (P2) tickets, performing advanced troubleshooting and root cause analysis to ensure timely closure.

SLA Monitoring-Ensure SLA compliance for assigned technology areas and ensure proactive escalation management.

Performance tuning and optimization-Analyse system performance data, coordinate findings on system behaviour, and support capacity planning initiatives to enhance overall system efficiency.

Perform system Improvements-Create mitigation measures to evaluate new tools or improvements by collaborating with technical teams.

Handling disaster recovery-Perform security assessments and recovery drills, and implement necessary controls to ensure compliance with established security standards.

Reporting and stakeholder engagement-Participate in weekly and monthly service review meetings, provide updates on performance and issues, and support stakeholder communication to ensure transparency and service alignment.

Team Management-Collaborate with team members to resolve open tickets and service requests.

Knowledge base and continuous learning Contribute to updating SOPs, knowledge articles and maintaining the knowledge repository for the purpose of future ticket resolution.

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