Sr. Manager ServiceNow CMDB

We at USEReady are looking for Sr. Manager ServiceNow CMDB & Asset Governance

Direct Reports: No (Individual Contributor / Senior Technical Role)

Location: Bridgewater, NJ (Hybrid 3 days onsite)

Duration 6-12 months

Key Responsibilities

CMDB Governance & Administration

• Lead the stabilization and transformation of CMDB and IT Asset Management processes within ServiceNow. The role focuses on improving data quality, governing multiple data sources (Discovery, Intune, and manual inputs), establishing sustainable ownership and lifecycle management.
• Deep knowledge of the CMDB data model, CI class hierarchy, IRE (Identification & Reconciliation Engine), Discovery patterns, probes, sensors, and service mapping.
• Experience with CSDM (Common Service Data Model) alignment.
• Own and maintain the ServiceNow CMDB (Polaris) across all CI classes — compute, network, application, cloud, and mobile — ensuring data accuracy, completeness, and health.
• Administer CMDB identification rules, reconciliation policies, and deduplication logic to prevent duplicate or orphaned CI records.
• Execute and manage Data Manager policies for bulk CI updates, retirement, deletion, and archival.
• Create and maintain CMDB queries, Dynamic CI Groups, and health dashboards for CI class owners, analysts, and management.
• Ensure the CMDB is updated upon successful change implementation and reflects accurate service-impact data.
• Ability to design, deploy, and manage Service Now MID Server clusters across network segments. Deep knowledge of ECC queue processing, MID Server capabilities (Discovery, Orchestration, Event Management), upgrade procedures, credential stores, and SSL/TLS configuration. Must be able to diagnose MID Server connectivity failures, probe timeouts, and ECC queue backlogs independently.

IT Asset Governance

• Build a trusted CMDB & IT Asset Governance foundation that enables reliable operations, decision-making, and audit readiness.
• Manage the full hardware asset lifecycle — procurement, allocation, assignment, maintenance, and retirement — within ServiceNow alm_hardware and cmdb_ci_hardware tables.
• Maintain accurate asset records including ownership, financial data, stockroom location, support accountability, and legal entity assignment.
• Govern the three-tier asset onboarding model used at Client:
• Automatic pull from Microsoft Intune (First Preference)
• Direct CMDB/asset table updates by ITAM admins (Third Preference)
• Manage asset offboarding and state transitions through ServiceNow SCTASK resolver workflows.
• Proficiency in Microsoft Endpoint Manager / Intune device inventory, compliance policies, and Graph API. Ability to build automated sync pipelines that populate and reconcile ServiceNow CMDB hardware CIs from Intune data.
• Own and maintain the Microsoft Intune Graph Connector Plugin (sn_intune_integrat) integration within ServiceNow, including:
• Scheduled imports from Microsoft Graph API
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• Staging table management (sn_intune_integrat_computer)
• Transform maps to cmdb_ci_computer CMDB records.
• Monitor and resolve integration failures, data sync gaps, and field mapping issues between Intune and CMDB.
• Maintain field mappings including deviceName, serialNumber, operatingSystem, userPrincipalName, chassisType, and discovery source (SG-Intune).
• Collaborate with the Identity team to ensure accurate user-to-device and user-to CI associations via Entra ID sync into ServiceNow sys_user table.
• Support and maintain Entra ID → ServiceNow field mapping and dynamic reference table updates (Department, Cost Center, Country, Company).
• Ensure Entra App Registration, OAuth, and REST Message configurations remain functional and secure for CMDB and asset data flows.

API Development & Integration

• Champion ServiceNow IntegrationHub and ServiceNow Flow Designer.
• Develop and manage Scripted REST APIs, Transform Maps, Business Rules, and Scheduled Jobs for automated CI and asset data synchronization.
• Troubleshoot and resolve API failures, authentication issues (OAuth/HTTPS), and data transformation errors.
• Support enterprise integration flows including Workday → ServiceNow → Entra for user lifecycle events that impact CMDB and asset records.

Discovery & Automation

• Manage ServiceNow ITOM Discovery (MID Server) to ensure accurate and continuous discovery of compute, network, and cloud CIs.
• Configure and tune Discovery schedules, patterns, and probes for clinet hybrid infrastructure (on-prem + Azure cloud).
• Work with CI class owners to resolve Discovery errors across compute, network, application, and cloud resources.
• Recommend defined ownership and accountability for CI and asset data across all technology teams.

Reporting & Compliance

• Produce CMDB health reports, asset compliance dashboards, and lifecycle analytics for IT leadership and audit stakeholders.
• Ensure CMDB and asset data supports GxP, audit, and regulatory requirements consistent with Client's quality standards.
• Support governance and audit reporting for hardware asset ownership, managed by accountability, and support-group assignments.
• Institutionalize strong data governance across Discovery, Intune, and manual inputs to ensure consistency and integrity.

Qualifications Required

• Bachelor's degree in Information Technology, Computer Science, or related field.
• 5+ years of ServiceNow experience, with deep hands-on expertise in CMDB, ITAM, and ITOM Discovery.
• Strong expertise with Microsoft Intune and Microsoft Entra ID (Azure AD), including Graph API integration.
• Strong API skills — REST API design, OAuth, JSON, scripted integrations, and troubleshooting.
• Hands-on experience with ServiceNow Intune Graph Connector Plugin, staging tables, and transform maps.
• Experience with CMDB identification rules, deduplication, Data Manager, and CI class governance.
• Proficiency with ServiceNow scripting: Business Rules, Script Includes, Scheduled Jobs, REST Messages.
• Strong understanding of ITIL processes (Configuration, Asset, Change). Experience with data governance, normalization, and reconciliation.

Preferred

• Experience with ServiceNow Australia or recent platform versions.
• Familiarity with Azure Logic Apps, Azure SQL, and hybrid integration architectures.
• Knowledge of Workday–ServiceNow integration patterns (JML, HR lifecycle events).
• ITIL Foundation certification or equivalent ITSM knowledge.
• Experience in biotech, pharma, or regulated GxP environments.
• Microsoft certifications related to Intune, Endpoint Management, or Azure.
• ServiceNow Certified System Administrator (CSA) or Certified Implementation Specialist – ITAM/CMDB.