Senior CMDB / ITOM Engineer

Serve as the Singapore-based technical lead for ServiceNow CMDB and ITOM (Discovery, Service Mapping, Event Management, Cloud Observability) within the Group-led Resilience Operation Center (ROC) program. The role onboards, maps, and sustains the Singapore infrastructure, application, and cloud estate in the Group ServiceNow CMDB so that local critical services are accurately represented for impact analysis, change-risk assessment, and incident triage. It acts as the local SME and escalation point that safeguards single-source-of-truth integrity across Singapore CI / IT Assets.

PART 3: KEY ACCOUNTABILITIES & OUTCOMES

Main areas in which the role must achieve end-results to fulfil its purpose (maximum 8 key accountabilities).

Accountability

Supporting Activities

Outcomes / Deliverables

Major Challenges

Onboard the Singapore estate into the Group ServiceNow CMDB

• Deploy and configure Discovery across the Singapore infrastructure, application, and cloud estate
• Manage credentials, MID servers, and network-segmentation considerations for in-scope zones
• Reconcile CIs against local sources of truth (Device42, asset register)
• Singapore estate accurately discovered and populated in the Group CMDB
• Validated CI reconciliation with no material gaps
• Network segmentation and firewall boundaries
• Legacy and undocumented assets

Localize CSDM, CI classes, and reconciliation rules with Group ROC architects

• Partner with Group ROC architects to localize CSDM and CI class models
• Tune reconciliation and identification rules for Singapore-specific service constructs
• Singapore service definitions correctly modelled in the Group CMDB
• Consistent, conflict-free reconciliation
• Aligning local constructs to Group standards
• Avoiding duplicate / orphan CIs

Map Singapore critical business services end-to-end

• Build Service Maps spanning application → middleware → infrastructure → network → cloud
• Validate dependency mapping with service and application owners
• Accurate end-to-end service maps for local critical services
• Reliable impact analysis and incident triage
• Complex, multi-tier dependencies
• Incomplete service documentation

Integrate Singapore-local tools and data sources into the Group CMDB / ITOM

• Integrate Device42, monitoring stacks, vulnerability scanners, and network platforms
• Maintain data flows that preserve single-source-of-truth integrity
• Authoritative, de-duplicated CMDB fed from local sources
• Sustained data-quality integrity
• Heterogeneous vendor tool mix
• Data-quality and ownership disputes

Act as Singapore SME and escalation point for CMDB / IT Assets

• Triage platform issues, data-quality defects, and Discovery coverage gaps
• Coordinate with Group platform owners on enhancements and releases
• Stable, well-governed CMDB / IT Assets for Singapore
• Timely resolution of local platform issues
• Dependence on Group release cycles
• Balancing BAU with program delivery

Sustain Discovery coverage, data quality, and CMDB health

• Monitor Discovery schedules, coverage, and CI/Assets completeness / correctness
• Operate data-certification and remediation cycles aligned to Group governance
• High Discovery coverage and CI/Assets reconcilation
• Audit-ready CMDB evidence
• Continuous estate change
• MAS / internal audit scrutiny

PART 4: EDUCATION, EXPERIENCE, CERTIFICATIONS, SKILLS & COMPETENCIES

EDUCATION

• Degree in Computer Science, Information Technology, Engineering, or a related discipline from a reputable university
• Minimum 8 years of experience in IT Operations Management / CMDB engineering / IT Assets, including hands-on ServiceNow ITOM delivery

CMDB / CSDM data governance, CI reconciliation and data-quality management

CERTIFICATIONS

• ServiceNow Certified Implementation Specialist — Discovery (CIS-Discovery)
• ServiceNow CIS — Service Mapping and/or Event Management (preferred)
• ITIL v4 Foundation
• Cloud foundational certification (AWS / Azure)

JOB-SPECIFIC SKILLS & COMPETENCIES REQUIRED

• Deep CMDB / CSDM design, Discovery, Service Mapping, IT Assets and Event Management expertise
• Strong networking, infrastructure, and cloud fundamentals; scripting (PowerShell / Python / JavaScript)
• CI reconciliation, data quality, and single-source-of-truth governance
• Stakeholder management and SME escalation across local and Group teams
• Awareness of MAS TRM, related FSM notices.

PART 5: JUSTIFICATION FOR HEADCOUNT

The Group ROC and the ServiceNow CMDB / IT Assets / ITOM platform will be configured and run from Group, but the Singapore estate cannot be onboarded, mapped, and sustained without dedicated local engineering capability.

Singapore’s infrastructure footprint, network segmentation, vendor mix, and regulatory boundaries (MAS data residency, local audit) require on-the-ground SME ownership to integrate cleanly into the Group platform.

Without this role, Singapore’s CIs and services will be either absent or inaccurately represented in the Group CMDB, undermining the ROC’s mandate to cover regional services.