ServiceNow CMDB And Discovery Supervisor

Job Summary

The ServiceNow Supervisor (M1) leads the CMDB & Discovery team (P3 and P2 engineers/administrators) and is accountable for day‑to‑day run operations, data quality, service mapping accuracy, and continuous improvement across the ServiceNow ITOM data foundation. This role combines people leadership with hands‑on governance driving CMDB/CSDM alignment, Discovery/MID Server reliability, Service Mapping coverage, Service Graph Connector health, and audit‑ready metrics that support ITSM/Change, SRE/operations, and portfolio decisions.

Responsibilities

• People Leadership & Delivery Management
• Lead, coach, and develop a team of P3/P2 CMDB, Discovery, and Service Mapping practitioners; manage capacity, prioritization, and performance, and foster a culture of code review, documentation, and knowledge sharing.
• Run daily ops: assign and track incident/defect/task intake, oversee major incident SRT restore calls, and ensure SLAs are met; coordinate sprint ceremonies and production change windows.
• Present monthly operational metrics to leadership (platform health, CMDB health scorecards, discovery coverage, mapping progress, connector runs) with actions and owners.
• CMDB Governance, Data Quality & CSDM Alignment
• Own CMDB health outcomes: drive corrections for completeness, correctness, compliance, and relationship metrics; enforce class models, ownership, lifecycle states, and reconciliation rules.
• Align the CMDB to CSDM (v4.x/5.0) and keep application/business/technology services modeled correctly; partner with ITSM/Asset/Architecture to uphold the data model and relationships.
• Chair/participate in a CMDB governance working group (with process owners, app owners, and architects) to approve changes to taxonomy, identification rules (IRE), and data sources.
• Discovery & MID Server Operations
• Supervise Discovery operations schedules, patterns/probes, credential strategies, error triage, and tuning to keep CI data fresh and reconciled; publish runbooks and hardening standards.
• Own MID Server reliability (installation standards, patch/upgrade cadence, OS hardening, capacity, pools, isolation by purpose, monitoring of queues/latency/heap); enforce credential hygiene and rotation.
• Partner with infra/app teams to validate coverage and remove blockers (ports, DNS/TLS, segmentation, proxy, WinRM/SSH readiness).
• Service Mapping (Application & Business Services)
• Oversee service mapping creation/maintenance to keep service maps accurate in CMDB; choose the right approach (top‑down/patterns, tag‑based/ML, traffic‑based) and scale with naming and tagging standards.
• Use maps to improve RCA/impact analysis and change planning; maintain quality gates and periodic revalidation.
• Service Graph Connectors & IntegrationHub ETL
• Manage Service Graph Connector Central (SGCC) operations and the Common Connection Framework (CCF) for cloud/on‑prem sources (AWS, Azure, GCP, SCCM, monitoring tools); own run health, failures, and remediation.
• Enforce guided setup/playbooks, IRE reconciliation, and mapping frameworks to prevent duplicates and ensure near real‑time accuracy in the CMDB.
• Stakeholder Management & Reporting
• Act as primary operational POC for CMDB/Discovery with Security, Network/Cloud, Application Owners, Audit/Compliance, and the Platform Owner; drive decisions through data and agreed KPIs.
• Communicate progress, risks, and value: tie CMDB/CSDM maturity to APM/SPM consumption (e.g., service catalog accuracy, impact analysis, portfolio insights).
  
  

• 6–10 years in enterprise IT with 3–5 years hands‑on ServiceNow CMDB/Discovery/Service Mapping operations; experience supervising engineers/administrators.
• Proven execution of CMDB Health improvements and CSDM alignment (ownership, lifecycle, relationships, IRE/reconciliation).
• Strong infrastructure fundamentals (Windows/Linux, networks, databases), cloud discovery (AWS/Azure/GCP), credential models, and MID lifecycle.
• Familiarity with Service Graph Connector Central/CCF and IntegrationHub ETL; comfortable analyzing connector processing errors and data pipeline logs.
• Working knowledge of ITIL v4 (Incident/Change/Config/Release), Agile/Scrum, and audit/compliance practices.
  
  

• ServiceNow CSA, CIS – Discovery, CMDB/CSDM micro‑certs; ITIL v4 Foundation.
• Experience with Instance Scan, platform health scans, and upgrade readiness governance.
• Scripting/automation exposure (JavaScript/PowerShell/Python) for discovery troubleshooting and data fixes.
  
  

• Hybrid, fast‑paced, global collaboration; Agile/Scrum with on‑call rotation management for major events/changes.