ServiceNow Configuration Management Database (CMDB) Lead

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Job Description: 

The ServiceNow Configuration Management Database (CMDB) Lead is responsible for the design, implementation, and management of the Configuration Management Database (CMDB) within the ServiceNow platform. This role ensures the CMDB provides accurate, reliable data to support IT operations, incident resolution, change management, and strategic decision-making. The CMDB Lead collaborates with stakeholders to define data models, governance processes, and integration strategies to maintain the CMDB’s accuracy and effectiveness. This role is critical in ensuring that the CMDB is a reliable foundation for IT operations and service delivery, contributing to organizational efficiency and decision-making.

Responsibilities:

• CMDB Strategy and Governance
• Define and implement the CMDB strategy, ensuring alignment with organizational goals and ITIL best practices.
• Develop and enforce CMDB governance policies to maintain data integrity and compliance.
• Establish processes to monitor and improve data quality, including automated audits and reporting.
• Oversee the design and architecture of the CMDB, including CI (Configuration Item) classes, relationships, and attributes.
• Lead the implementation and configuration of ServiceNow Discovery, Service Mapping, and other CMDB-related modules.
• Collaborate with IT teams to integrate external data sources and systems with the CMDB. 
• Ensure the CMDB supports IT operations, incident, problem, and change management processes.
• Troubleshoot and resolve CMDB-related issues and provide ongoing maintenance and enhancements.
• Provide training and documentation to ensure CMDB usage aligns with organizational needs. Collaboration and Stakeholder Management
• Partner with IT, security, and business teams to understand requirements and ensure the CMDB supports operational and strategic goals.
• Work with vendors and partners to implement and optimize CMDB-related tools and integrations.
• Communicate CMDB health and maturity metrics to leadership.
• Agile development experience, leading personnel.

Here's what you need:

• Must be U.S. Citizen
• Bachelor’s degree in Computer Science, Information Systems, or a related field (or equivalent experience).
• 5 years of experience in IT Service Management
• 2 years of experience managing ServiceNow CMDB
• Security+ cert within 6 months of start

Nice to have:

• ITIL v3/v4 certification preferred
• Experience with ServiceNow Discovery, Service Mapping, and integration tools. Skills and Competencies
• In-depth understanding of ITIL processes, especially Configuration Management.
• Expertise in ServiceNow platform administration, CMDB configuration, and data modeling.
• Strong analytical, problem-solving, and troubleshooting skills.
• Excellent communication and stakeholder management skills.
• Experience with data governance, quality assurance, and reporting tools. Key Performance Indicators (KPIs)
• Accuracy and completeness of CMDB data (e.g., data quality scores).
• Compliance with CMDB governance and policies.
• Timeliness of CMDB updates and integrations.
• Stakeholder satisfaction with CMDB services and data availability.

 

Security Clearance:

• An active Top Secret federal security clearance is required and must be willing to obtain SCI and polygraph

 

 

As required by local law, Accenture Federal Services provides reasonable ranges of compensation for hired roles based on labor costs in the states of California, Colorado, Hawaii, Maryland, New York, Washington, and the District of Columbia. The base pay range for this position in these locations is shown below. Compensation for roles at Accenture Federal Services varies depending on a wide array of factors, including but not limited to office location, role, skill set and level of experience. Accenture Federal Services offers a wide variety of benefits.