ServiceNow Data and CMDB Specialist

In this role you will govern and continuously improve the ServiceNow CMDB and related data, ensuring accurate, complete configuration data and reliable reporting. You will collaborate with service, application and infrastructure owners to establish data ownership and standards, supporting ITSM processes and data-driven decision making. You will oversee data quality across inbound feeds, maintain governance for cross-system data, and enable ServiceNow reporting and AI-enabled capabilities. This is a hands-on, cross-functional position that shapes how data supports risk management, automation and new services.

• hybrid working
• agile working patterns
• flexible hours
• 35 hours per week
• London/Birmingham/Johannesburg locations
• career development opportunity

• Govern CMDB data quality, model, classes, relationships and lifecycle in line with ServiceNow best practices and CSDM
• Govern service mapping data model and ensure proper relationships across business applications and infrastructure
• Define data ownership, requirements and controls with data owners; manage creation, updates, reconciliation and retirement of CIs
• Monitor CMDB health via data-quality reviews; coordinate corrective actions with owners
• Establish governance for data from external systems, including sources, definitions, ownership and update frequency
• Coordinate data movement between systems and reconcile inbound feeds with owners
• Influence integrations and platform changes to ensure accurate data population by ServiceNow tools
• Define and validate CMDB/data requirements for platform changes; support Discovery, Service Mapping and related tools
• Align configuration data with asset data without owning asset-management processes
• Represent CMDB/data-governance in project/change discussions; promote CMDB usage across ITSM processes
• Own reporting standards and develop cross-platform dashboards and KPIs with stakeholders
• Validate reporting against underlying data and analyze trends/risks to identify improvements
• Review and consolidate reports/dashboards; support governance of data shared with Power BI/Microsoft Fabric
• Support data quality for Now Assist and AI capabilities; ensure data foundations are solid for AI-driven insights
• Maintain documentation on CMDB data model, sources, governance, reporting definitions and procedures
• Stay current with ServiceNow capabilities and industry practices; adhere to security, data protection and records-management policies
• Support a collaborative, responsible-working environment and participate in the firm’s Responsible Business program

• Five+ years of ServiceNow experience with CMDB and platform data
• Strong knowledge of ServiceNow CMDB, CI classes/relationships/lifecycle, data quality and governance
• Understanding of CSDM and appropriate data structuring within ServiceNow
• Experience with ServiceNow Discovery, Service Mapping, Identification and Reconciliation Engine and integration data sources
• Hands-on CMDB maintenance in a medium-to-large organisation; data-quality controls and remediation work
• Experience creating ServiceNow reports/dashboards and translating requirements into measurable outputs
• Knowledge of data models, data relationships, ownership, authoritative sources and data-quality management
• Experience with Power BI, Microsoft Fabric, SQL or other analytics tools
• Understanding IT service management and how reliable data supports Incident/Problem/Change/Asset/SLM
• Desirable: data governance underpinning Now Assist and AI capabilities; data foundation awareness
• Strong analytical and problem-solving skills; ability to investigate complex data issues and propose solutions
• Experience governing data exchanges between multiple systems
• Ability to work with technical and non-technical data owners to resolve data-quality issues

• Clear written and verbal communication
• Collaborative relationship-building across the firm
• Ownership and accountability for actions and outcomes
• ServiceNow CMDB
• CMDB data modeling, CI classes, relationships, lifecycle
• ServiceNow Discovery and Service Mapping