ServiceNow Systems Administrator
About The Position
Pivot Point Solutions is seeking an experienced Senior ServiceNow CMDB Administrator to lead the administration, governance, and continuous improvement of their ServiceNow Configuration Management Database (CMDB). This role ensures the CMDB serves as a trusted source of configuration and service data through effective governance, data quality management, CSDM alignment, CI lifecycle management, and integration oversight. The ideal candidate brings deep expertise in ServiceNow CMDB, CSDM, CI Class Manager, IRE, and Discovery, partnering with infrastructure, application, cloud, asset, and service management teams to improve CMDB maturity, service visibility, and operational data integrity.
Requirements
- 5+ years of hands-on ServiceNow experience
- 3+ years of dedicated ServiceNow CMDB administration in a large enterprise environment
- Demonstrated experience implementing and supporting CSDM
- Strong hands-on expertise with CI Class Manager, IRE, CMDB Data Model, CI Relationships, CMDB Health, and Data Certification
- Experience developing and enforcing CMDB governance processes and managing CI lifecycle/data quality initiatives
- Experience supporting ServiceNow Discovery implementations
- Strong understanding of ITIL Configuration Management processes
- Experience troubleshooting CMDB integrations and reconciliation issues
- Ability to analyze complex service and infrastructure dependencies
Nice To Haves
- ServiceNow Certified System Administrator (CSA)
- ServiceNow CIS - Discovery and/or CIS - Service Mapping
- Experience with ServiceNow ITOM and Service Mapping implementations
- Experience with Azure and/or AWS
- Experience integrating tools such as SCCM/MECM, Tanium, VMware, SolarWinds, Dynatrace, or Flexera
- Experience in regulated utility, energy, healthcare, or financial environments
Responsibilities
- Administer, maintain, and optimize the ServiceNow CMDB platform; establish and enforce governance standards, policies, and procedures
- Define and manage CI lifecycle processes, including creation, maintenance, verification, and retirement
- Lead implementation and adoption of the Common Service Data Model (CSDM), mapping relationships across business applications, application/technical/business services, and infrastructure
- Administer and govern CI Classes using CI Class Manager, including class hierarchies, inheritance structures, and new class/attribute requests
- Configure and maintain Identification and Reconciliation Engine (IRE) rules; eliminate duplicate/conflicting CI records and troubleshoot reconciliation conflicts
- Support and optimize ServiceNow Discovery and Service Mapping processes, including onboarding new CMDB data sources
- Monitor and improve CMDB Health metrics (completeness, correctness, compliance); lead data remediation and cleansing initiatives
- Serve as primary CMDB subject matter expert, partnering with Infrastructure, Cloud, Application, Asset Management, Security, and ITSM teams
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
