Service Management ITSM CMDB Advisor

Nordic Healthcare Group (NHG)

13d

About The Position

The Service Management CMDB Advisor has advanced knowledge of ITIL processes and principles and strong technical expertise in CMDB requirements. The role implements, configures, and maintains CMDB policies, processes, work instructions, and activities in compliance with the ITIL framework. It works with relevant teams to define and implement mechanisms for controlling configuration items and keeping their records up to date. The advisor typically works independently while coordinating across Service Management delivery. The role leads ITOM Visibility deployment, Discovery, and Service Mapping; provides technical authority for the Identification and Reconciliation Engine (IRE); supports CSDM 4.0 adoption; and partners with service management and functional teams to improve data integrity, service impact analysis, and configuration management. It also supports audits, lifecycle traceability, process improvement, data collection, and reporting.

Requirements

A bachelor's degree and 5 years of related experience, a master's degree and 3 years of related experience, or 8 years of related experience with no degree.
Degree in computer science, information technology, engineering, system analysis, or a related field, or equivalent experience.
At least 5 years of experience in ServiceNow platform administration or architecture, with a focus on the CMDB/ITOM suite.
ITIL v4 certification.
Knowledge of information technology principles and processes.
Understanding of Discovery patterns, JavaScript, and JSON.
Understanding of IT standards and controls.
Ability to execute top-down service mapping to provide visibility into application traffic patterns and infrastructure dependencies.
Excellent analytical, planning, organizational, and technical skills.
Excellent written and verbal communication skills.
Experience in process optimization in a technology environment.
Exposure to multiple, diverse technologies, platforms, and processing environments.
Understanding of strategic and emerging technology trends and the practical application of existing and emerging technologies to evolving business and operating models.
Experience working in healthcare.
Experience developing internal and external relationships.
Experience delivering presentations to leadership, customer, and technical audiences.

Nice To Haves

Proven success configuring IRE rules and Service Graph Connectors.

Responsibilities

Drive end-to-end deployment of ITOM Visibility, including Discovery and automated Service Mapping to define business service dependencies.
Act as the technical authority for the Identification and Reconciliation Engine (IRE), define data source precedence, and maintain high-integrity data in a multi-source CMDB environment.
Champion adoption of CSDM 4.0 standards and ensure technical assets are mapped to business services and application portfolios.
Partner with Incident, Change, and Major Incident management teams to provide real-time impact analysis and dependency visualization.
Serve as the primary liaison between ITOM and functional teams, including Application Portfolio Management (APM) and Asset Management (SAM/HAM), to ensure data consistency across platforms.
Ensure required Configuration Items are accurate and reliable information about them is available when and where needed.
Perform configuration audits to check physical IT inventory against asset records and the CMDB, and initiate corrective action.
Maintain traceability of current and historical data for each configuration item throughout its lifecycle.
Identify and implement opportunities to improve governance of inventory and CMDB processes through continual service improvement.
Ensure configuration management processes, workflows, and activities are documented and followed.
Enter data to populate non-discoverable software and hardware CI data in the ITSM CMDB.
Work with field resources and IT service delivery teams to identify and collect missing CI information.
Provide ad-hoc reports for Configuration Items.