CMDB Administrator - CMDB Operations + AI Agents Management

The Role

• Operate, govern, and continuously improve the CMDB while enabling AI agents / automation that reduces manual CMDB maintenance and improves accuracy.

Key Responsibilities

CMDB Administration Governance Operations

• Maintain CMDB operational health:
  • CI classes, relationships, lifecycle states, ownership fields
• Execute CMDB governance practices:
  • certification cycles
  • quality dashboards and exception management
  • compliance/audit evidence preparation
• Control CMDB changes:
  • ensure changes follow standards and do not break reconciliation rules

Data Quality Hygiene

• Monitor and remediate:
  • duplicates, orphan relationships, stale CIs
  • inconsistent attributes (manufacturer, model, location, environment)
• Ensure CI quality supports downstream processes:
  • incident assignment, change impact, problem RCA, asset/license alignment

AI Agent / Automation Enablement (Core Requirement)

• Configure and maintain AI-enabled workflows such as:
  • automated CI enrichment suggestions
  • AI-assisted remediation tasks and routing
  • intelligent CMDB exception triage
• Support AI governance:
  • define what AI agents can/cannot do
  • maintain auditability (who/what/when changes occurred)
  • ensure safe human-in-loop steps for high-impact actions

Cross-Module Support

• Ensure CMDB supports:
  • ITSM flows (incident/change/problem)
  • ITAM and SAM alignment (asset CI linkage, normalization)

What you''ll Bring

• 3- 5 Years of Strong ServiceNow CMDB admin skills:
  • CMDB model, relationships, certification, quality dashboards
• Strong working knowledge of platform configuration:
  • Flow Designer, basic scripting, ACL understanding (as needed)
• Ability to partner with infra/app teams for CI ownership and certification.

Nice-to-have

• Familiarity with Discovery/Service Mapping outputs (how data lands into CMDB).
• Experience managing automation/AI features within ServiceNow.

Success Measures

• Data quality KPI improvements (completeness, correctness, relationships).
• Faster closure of CMDB exceptions with automation support.
• Stable certification process with measurable adoption.

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