Service Configuration Manager (CMDB) & ITOM Lead

Join Verdantas – A Top #ENR 73 Firm,

We at Verdantas, seeking for a Service Configuration Manager (CMDB) & ITOM Lead to lead ServiceNow CMDB and ITOM initiatives, driving configuration governance, data quality, Discovery, Service Mapping, Event Management, operational visibility, and service reliability across the enterprise.

Key Responsibilities:

CMDB Governance & Configuration Management

• Own the CMDB strategy, roadmap, and operating model aligned with ITIL Configuration Management practices
• Define and enforce CMDB policies, standards, class models, naming conventions, and lifecycle processes
• Establish and enforce a CI ownership and accountability model, including defined data stewards, escalation paths, and enforcement of accountability for maintaining data quality
• Establish data quality controls, KPIs, and continuous improvement mechanisms
• Ensure CMDB accuracy, completeness, and compliance across on‑prem, cloud, and hybrid environments
• Act as the CMDB product owner, balancing technical requirements and business prioritiesITOM – Discovery, Service Mapping, and Event Management
• Lead ServiceNow Discovery and Service Mapping design, implementation, and ongoing optimization
• Define discovery schedules, credentials, patterns, and scopes across infrastructure, cloud, and platforms
• Ensure reliable population of CIs and relationships into the CMDB
• Partner with application and infrastructure teams to map critical business services end‑to‑end
• Lead the design, implementation, and governance of ITOM Event Management capabilities, including integrating alerts from monitoring tools, reducing noise through correlation, and improving incident detection and response
• Improve operational visibility by reducing monitoring gaps and ensuring accurate service dependency mappingService Enablement & Process Integration
• Enable downstream ServiceNow processes (Incident, Change, Problem, Asset, SecOps, and ITOM including Event Management and Health) through reliable CMDB data
• Ensure CMDB is actively embedded into Incident, Change, and Problem Management, including:
• CI usage enforcement
• Dependency-based impact analysis
• Root cause and trend support
• Collaborate with ITSM, ITAM, SecOps, Cloud, and Network teams to align data ownership and responsibilities
• Ensure proper integration of CMDB data from external sources (cloud providers, monitoring tools, endpoint tools, etc.)
• Support impact analysis, root cause analysis, and change risk assessmentM&A / Acquisition Integration Support
• Lead CMDB and ITOM integration for acquired entities, including onboarding of infrastructure, applications, and services into the CMDB
• Align acquired environments to enterprise CMDB standards, class models, and governance practices
• Support Day 1 readiness and early-stage operational stability by ensuring visibility of critical services and support ownership
• Partner with ITSM and Helpdesk teams to ensure seamless transition into standard support and operational processesReporting, Metrics & Data Quality
• Define and deliver standardized CMDB and ITOM reporting, including:
• Data quality metrics (completeness, accuracy, timeliness)
• Discovery coverage and health
• Service mapping coverage (critical services)
• CI usage across ITSM processes
• Provide regular reporting and insights to leadership to support operational and strategic decisions
• Drive continuous improvement based on data, trends, and operational feedbackAutomation, AI & Continuous Improvement
• Partner with automation and AI initiatives to ensure CMDB data supports accurate ticket classification, routing, and decision-making
• Establish feedback loops from Incident, Change, and Problem Management to improve CMDB accuracy
• Identify opportunities to automate data ingestion, reconciliation, and validationSecurity & Compliance Alignment
• Support security and compliance initiatives by ensuring accurate asset and configuration data
• Enable vulnerability management, audit readiness, and risk assessments through reliable CMDB data
• Partner with SecOps to align configuration data with security tooling and processesLeadership & Stakeholder Engagement
• Act as the primary CMDB and ITOM subject matter expert
• Facilitate cross-functional working sessions to define ownership, data sources, and operational expectations
• Provide regular reporting on CMDB health, discovery coverage, and service visibility to leadership
• Mentor ServiceNow developers and administrators on CMDB and ITOM best practices
• Define and operate a sustainable CMDB and ITOM run model, including ongoing maintenance and continuous improvement

Education & Experience:

• Bachelor's degree in information technology, Computer Science, or a related field, or equivalent relevant experience
• 5+ years of ServiceNow platform experience
• 3+ years owning CMDB and/or ITOM (Discovery and Service Mapping) in a complex environment
• Hands-on experience with:
• ServiceNow CMDB & CI Class Model
• Discovery (horizontal & cloud)
• Service Mapping
• ITIL Configuration Management practices
• Experience supporting large-scale, multi-domain infrastructure (on‑prem, cloud, SaaS)

Technical Skills

• Strong understanding of:
• CI lifecycle management
• CI relationships and dependency modeling
• Identification & Reconciliation Engine (IRE)
• Discovery patterns and credential management
• Familiarity with:
• Cloud platforms (Azure, AWS, GCP)
• Infrastructure monitoring and observability tools
• ITAM, SecOps, and ITSM integrations

Certifications (Preferred)

• ServiceNow Certified Implementation Specialist – ITOM
• ServiceNow Certified System Administrator
• ITIL 4 Foundation or higher

Location and Work Set-up

• Pune, Maharashtra, India
• Work Mode: In office