Context: The IT Administration & Support service is seeking to improve the management of its own ITSM implementation on the ServiceNow platform and its developments. Projects related to the platform are managed using the Agile approach.
Objective: The requested profile will act as a ServiceNow CMDB Steward.
The CMDB Steward acts as a domain Subject Matter Expert (SME) and governance facilitator for CMDB data quality within assigned domains.
The role focuses on:
· Monitoring data quality
· Identifying breaches and inconsistencies
· Guiding and training CI Managers and Data Owners
· Facilitating remediation
· Supporting continuous improvement of CMDB health
The person will work in close collaboration with ServiceNow teams and other stakeholders to ensure the delivery of consistent, scalable, and compliant solutions aligned with the bank's requirements.
Description of the activities:
1. Technical and strategic:
1.1. Service Mapping Assistance
· Perform activities related to Application Mapping in ServiceNow:
o Create respective Service Instances
o Validate mapping landscape
o Create links and Remediate gaps with required stakeholders
· Assistance in onboarding new business applications
1.2. Data Quality Monitoring & Breach Identification
· Monitoring and identify data quality and CMDB breaches i.e::
o Missing CIs or attributes
o Invalid lifecycle states
o Broken relationships
o Orphaned CIs
o Ownership inconsistencies
· Identify data quality issues and escalating to proper owner:
o CI Managers
o CMDB support
o ITOM support
o Technology owners
· Facilitate CMDB Health review session as per the CMDB Health & CMDB Verification Audit
1.3. Advisory and support
· Provide subject matter expertise and advisory in:
o CMDB Governance
o CI lifecycle standards
o Relationship modeling etc.
· Guide CI Managers on correct modeling practices
· Monitoring CMDB tickets queue and provide support & assistance in owned domain
1.4. Coordination of remediation
· Support analysis of root causes for recurring data issues
· Track and facilitates agreed remediation actions to closure
1.5. Training and awareness
· CMDB stakeholders' management via regular meetings, workshops, quality review sessions
· Produce and maintain documentation and training to enable efficient process and tool use
· Promote awareness of CMDB features and governance processes
1.6. Collaboration:
· Participate in the Agile ceremonies of the CMDB team (daily stand-ups, sprint planning, reviews, retrospectives).
· Engage with business stakeholders to gather requirements, and participate in refining user stories.
· Support backlog refinement, estimation, and prioritization of CMDB-related initiatives.
1.7. Continous improvement
· Identify structural data issues
· Recommend preventive controls adjustments per stakeholders' requirements
· Propose governance improvements to CMDB Product Owner
· Propose CMDB improvements per discussions with CMDB stakeholders
Required Qualifications and Skills:
Tech skills:
· Experience in working in ServiceNow CMDB for minimum 3 years
· ServiceNow CSA Certification
· ServiceNow CIS-Data Foundation certification (highly recommended)
Soft skills:
· Excellent analytical skills
· Excellent communication skills
· Proactive mindset
· Teamwork, knowledge & work status sharing attitude
· Ability to facilitate CMDB quality improvements plans among multiple different stakeholders
· Ability to facilitate meetings and CMDB related training
· Must be fluent in English and French
Cross-functional skills:
· Strong communication skills tailored to both technical and business stakeholders.
· Comfortable working across multiple teams and managing cross-domain dependencies.
· Analytical mindset, with ability to identify gaps, risks, and optimization opportunities.
· Structured, autonomous, and collaborative working style.
· Curiosity and commitment to staying informed about ServiceNow evolution and best practices.
