Service Now Solution Architect – Technical

We are seeking a highly skilled CMDB and CSDM Solution Architect to lead the design, implementation, and governance of our Configuration Management Database (CMDB) and the adoption of the Common Service Data Model (CSDM). The ideal candidate will have deep experience in enterprise IT architecture, configuration management, and ServiceNow or similar platforms. Solution Architect will play a key role in aligning CMDB and CSDM with ITIL best practices and business needs to ensure accurate, scalable, and meaningful data that supports ITSM, ITOM, ITBM, and Security Operations.

Key Responsibilities:

• Architect and govern the CMDB: Design and oversee the structure, integrations, and lifecycle of CMDB data.
• Lead CSDM adoption: Align CMDB structure and processes with the Common Service Data Model framework.
• Define CMDB governance, processes, policies, and quality standards along with the team.
• Design and implement data ingestion patterns from various discovery and integration tools.
• Work with Service owners and Process office team to ensure CI (Configuration Item) accuracy, completeness, and relationships.
• Collaborate with stakeholders (ITSM, ITOM, SecOps, Business Services) to ensure that CMDB data enables business outcomes.
• Drive CMDB health reporting, compliance metrics, and continuous improvement initiatives along with CMDB team.
• Lead workshops and provide training to IT staff and stakeholders on CMDB/CSDM principles.
• Act as the technical liaison between enterprise architects, developers, and platform owners.

Required Skills & Experience:

• 5+ years of experience in IT architecture, service management, or configuration management.
• 3+ years hands-on experience with ServiceNow CMDB and CSDM frameworks (or equivalent tools/platforms).
• Strong understanding of ITIL v4, especially in Configuration Management and Service Modeling.
• Deep knowledge of CSDM 3.0 or later, including business service modeling, application services, and technical services.
• Experience with discovery tools like BMC, ITOM discovery tool
• Ability to work with large datasets and troubleshoot data quality/integrity issues.
• Proven experience designing CI class structures, relationships, and service maps.
• Strong analytical, communication, and stakeholder engagement skills.
• Preferred Qualifications:
• ServiceNow certifications (e.g., Certified System Administrator, Certified Implementation Specialist – CMDB, or CSDM certifications).