Configuration Manager (ServiceNow / CMDB / Change Management)

Job Title: Configuration Manager (ServiceNow / CMDB / Change Management)

Experience: 8–13 Years

Location: Kochi / Trivandrum

Employment Type: Full-Time / Permanent

Notice Period Preference: Immediate to 45 Days

Role Overview

We are looking for an experienced Configuration Manager for a a leading global provider of technology solutions for the travel, transportation, and logistics industries, enabling digital transformation and operational efficiency to lead and enhance the organization’s ServiceNow CMDB and Configuration Management System (CMS). This role is critical in ensuring high-quality configuration data supports ITSM processes such as Change, Incident, Problem, and Asset Management.

The ideal candidate will drive CMDB governance, data quality, discovery coverage, and enterprise-wide adoption, working closely with cross-functional teams.

Key Responsibilities

Configuration Management & CMDB Governance

1. Own end-to-end Configuration Management process (policies, standards, procedures, RACI).
2. Define and maintain CI models, attributes, lifecycle states, and relationship mappings.
3. Establish CMDB data quality metrics: completeness, accuracy, compliance, and timeliness.
4. Manage data reconciliation and normalization across multiple data sources (Discovery, SCCM/Intune, Cloud, APIs).
5. Drive service mapping initiatives for business service visibility and impact analysis.
6. Maintain CMS architecture, including integrations and data flow documentation.

ServiceNow Platform Ownership

1. Lead ServiceNow CMDB capabilities (Discovery, Service Mapping, IRE, IntegrationHub).
2. Configure and optimize transform maps, identification rules, and reconciliation logic.
3. Ensure scalable, secure, and compliant CMDB operations.
4. Collaborate with ITSM teams (Incident, Problem, Change, Asset) to improve CI usage.

Change Management Integration

1. Ensure proper linkage between RFCs and impacted CIs/services.
2. Enhance change success rates through effective impact analysis.
3. Enforce governance to prevent unauthorized or untracked changes.

Stakeholder Management & Enablement

1. Engage architects, engineers, and service owners to drive CMDB adoption.
2. Develop training materials, dashboards, and playbooks.
3. Participate in or lead CAB (Change Advisory Board) meetings.

Required Skills & Experience

1. 5+ years in Configuration Management / CMDB / ITSM roles.
2. Strong hands-on experience with ServiceNow CMDB:
3. Discovery
4. Service Mapping
5. Identification & Reconciliation Engine (IRE)
6. Data normalization & transform maps
7. Expertise in CI modeling, relationship design, and impact analysis.
8. Experience integrating tools: SCCM/Intune, Cloud (AWS/Azure/GCP), VMware, APIs.
9. Solid understanding of Change Management (RFC lifecycle, risk assessment, CAB).
10. Proven ability to improve CMDB data quality and governance.
11. Experience in Software Asset & Configuration Management (SACM).
12. Strong communication and stakeholder management skills.

Nice to Have

1. ServiceNow Certifications (CSA, CAD, CMDB, Discovery, Service Mapping).
2. Exposure to compliance frameworks (SOX, ISO, GDPR).
3. Experience in large-scale enterprise environments.