ServiceNow CMDB & ITOM Lead / Solution Architect

Job Title: ServiceNow CMDB & ITOM Lead / Solution Architect
Location: Calgary, AB
Duration: 6 Months

Pay range C$45 INC

Skills: Digital : ServiceNow_Customer Service Management
Experience Required: 6-8
Essential Skills: ServiceNow CMDB ITOM SME - Certified in CMDB| CIS Discovery| Service Mapping and Event Mgmt

Role Summary
We are seeking a ServiceNow CMDB & ITOM Lead / Solution Architect to design, build, and operationalize CMDB and ITOM capabilities in ServiceNow from the ground up. The current ServiceNow platform has ITIL modules implemented only, with no CMDB or ITOM implementation in place from a technical or process perspective. CMDM & ITOM technical architect will be responsible for defining strategy, designing architecture, leading implementation, and establishing governance to ensure a sustainable and trustworthy CMDB and ITOM ecosystem.

Key Responsibilities
• Define CMDB and ITOM target architecture aligned to business services, operational support, and compliance requirements.
• Establish the CMDB operating model including ownership, stewardship, governance cadence, KPIs, and continuous improvement roadmap.
• Define CI model, class hierarchy, attribute standards, naming conventions, relationship models, and lifecycle states.
• Design and implement CMDB from scratch following ServiceNow best practices.
• Define CI identification, reconciliation, and de-duplication strategies.
• Configure CI classes, relationships, lifecycle rules, and data policies.
• Establish CMDB Health framework including completeness, correctness, and compliance metrics.
• Create CMDB governance processes including certification, auditing, and exception handling.
• Implement ITOM Discovery including MID Server architecture, credential management, schedules, probes, and troubleshooting.
• Implement Service Mapping for critical business and application services using top-down and tag-based approaches.
• Implement Event Management including event ingestion, normalization, correlation rules, and alert lifecycle.
• Define ITOM onboarding standards and service onboarding templates.
• Design and implement integrations with monitoring, infrastructure, virtualization, directory services, and cloud platforms.
• Enable event-to-incident automation and routing aligned with Incident, Problem, and Change processes.
• Develop standardized runbooks for discovery failures, CI discrepancies, and service mapping maintenance.

Key Responsibilities – Process Enablement & Adoption
• Define and document processes for CI onboarding, CI ownership, certification, and lifecycle management.
• Facilitate workshops with Infrastructure, Network, EUC, Application, and Security teams.
• Develop training materials and provide knowledge transfer for steady-state operations.

Key Responsibilities – Delivery & Governance
• Produce solution design documents, CI standards, governance frameworks, and implementation roadmaps.
• Lead delivery using Agile or phased implementation models.
• Support testing, go-live readiness, hypercare, and transition to operations.

Required Skills & Experience
• 8+ years of ServiceNow platform experience with strong hands-on expertise in CMDB and ITOM.
• Proven experience delivering greenfield CMDB and ITOM implementations.
• Strong understanding of infrastructure domains including servers, networks, storage, and EUC.
• Strong stakeholder engagement and process design skills.

Preferred Certifications
• ServiceNow Certified System Administrator (CSA).
• ServiceNow CIS – CMDB, Discovery, Service Mapping, or Event Management.
• ITIL Foundation or higher.
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