Role Summary:
We are seeking an experienced CMDB Subject Matter Expert/Analyst to lead and improve our Configuration Management Database (CMDB) capabilities within the ServiceNow platform. This role will be responsible for CMDB governance, data quality, configuration item (CI) lifecycle management, ServiceNow Discovery, data integrations, reconciliation, and overall CMDB health.
The successful candidate will partner with infrastructure, ServiceNow application, endpoint, IT operations and platform teams to establish a trusted CMDB that supports IT service management, asset management, service mapping, operational reporting and technology risk management.
Key Responsibilities:
1. CMDB Governance and Data Quality
- Define and maintain CMDB governance standards, policies, procedures and data ownership.
- Establish data quality controls to improve CI completeness, accuracy, consistency and compliance with defined standards.
- Monitor CMDB health dashboards, identify data quality issues and drive remediation with accountable teams.
- Define and track KPIs for CMDB health, data completeness, duplicate records, stale CIs and reconciliation accuracy.
2. ServiceNow CMDB and Configuration Management
- Provide subject matter expertise across ServiceNow CMDB, the Common Service Data Model (CSDM), CI classes, relationships and lifecycle management.
- Maintain alignment with the enterprise data model and configuration management processes.
- Improve CI identification, classification, relationships and data normalization.
- Ensure CMDB data supports ITSM processes, incident, problem, change, asset management and service mapping.
3. ServiceNow Discovery and Integrations
- Lead the assessment and improvement of ServiceNow Discovery, including discovery schedules, credentials, MID Servers, patterns and identification of discovery gaps.
- Troubleshoot missing, duplicate or inaccurate CI data and identify root causes across discovery sources.
- Manage and improve integrations with infrastructure, endpoint management, cloud and other data sources.
- Define and validate data-source precedence, reconciliation rules and Identification and Reconciliation Engine (IRE) behavior to prevent duplicate or incorrect CI updates.
4. Data Reconciliation and Technical Troubleshooting
- Investigate CI identification, reconciliation, relationship and data ingestion issues.
- Establish clear source-of-truth rules for different CI attributes and data domains.
- Partner with ServiceNow platform administrators and infrastructure teams to resolve technical issues.
- Assess the downstream impact of CMDB data quality issues on IT operations, ITAM and reporting.
5. Stakeholder Management and Continuous Improvement
- Work with global infrastructure, application, cloud, endpoint, security, ITSM and ITAM teams to improve data ownership and accountability.
- Develop CMDB improvement roadmaps, remediation plans and governance reporting.
- Provide technical guidance, documentation and knowledge transfer to internal teams and implementation partners.
- Drive continuous improvement and ensure changes follow established testing, approval and release processes.
Required Qualifications and Experience:
- 9+ years of relevant experience in IT Service Management, CMDB, configuration management or ServiceNow platform engineering.
- Strong hands-on experience with ServiceNow CMDB and configuration item data models.
- Proven experience with ServiceNow Discovery, including troubleshooting discovery failures and incomplete CI attributes.
- Strong understanding of CSDM, CI classes, relationships, identification rules, reconciliation rules and IRE.
- Experience with integrations and data imports, including source mapping, transformation, data validation and reconciliation.
- Demonstrated ability to diagnose complex data quality issues and implement sustainable remediation.
- Experience establishing CMDB governance, data ownership, KPIs and operational reporting.
- Strong stakeholder management, analytical, problem-solving and communication skills.
Preferred Qualifications:
- ServiceNow Certified System Administrator (CSA).
- Relevant ServiceNow CIS certification, such as Discovery or ITSM, where applicable.
- Experience with Service Graph Connectors, cloud discovery, infrastructure integrations and service mapping.
- Familiarity with ITAM processes and the relationship between CMDB configuration items and hardware/software asset records.
- Experience working with global teams and implementation partners.
Success Measures:
- Improved CMDB health and data quality scores.
- Reduced duplicate, stale, incomplete and incorrectly classified CIs.
- Improved Discovery coverage and accuracy.
- Improved CI relationship integrity and adherence to CSDM standards.
- Reduced recurring reconciliation and integration failures.
- Clear data ownership, measurable remediation progress and sustainable CMDB governance.
Our Values
If you want to know the heart of a company, take a look at their values. Ours unite us. They are what drive our success – and the success of our customers. Does your heart beat like ours? Find out here: Core Values
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
Skills Required
- 9+ years of IT Asset Management experience across Software Asset Management and Hardware Asset Management
- Hands-on ServiceNow ITAM experience
- ServiceNow SAM Pro and HAM Pro expertise
- Experience with CMDB, Discovery, integrations, reconciliation, and asset lifecycle management
- Knowledge of software licensing, entitlements, compliance, and optimization
- Experience with asset discovery, inventory, data quality, and reconciliation
- Experience establishing ITAM governance and audit-readiness processes
- Experience with ITAM reporting, dashboards, KPIs, and executive metrics
- Strong leadership, communication, analytical, and stakeholder-management skills
- Experience working in enterprise or global IT environments
- CIS-SAM or CIS-HAM certification
- Workday or other enterprise-system integration experience
- SaaS Management experience
- Software vendor audit and licensing negotiation experience
- ITAM transformation and automation experience
- Knowledge of ISO/IEC 19770
- IT financial management or technology cost optimization experience
Blue Yonder Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Blue Yonder and has not been reviewed or approved by Blue Yonder.
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Leave & Time Off Breadth — PTO is described as generous or “unlimited” in the U.S., alongside paid holidays, sick time, and two paid volunteer days. These policies are often highlighted as strengths that support work–life balance.
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Flexible Benefits — Remote-work options and flexible arrangements are emphasized as part of the package. This flexibility is valued alongside compensation and can help offset middling pay for some roles.
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Healthcare Strength — Medical, dental, and vision coverage are provided, with mental health/EAP support and HSA/FSA options referenced. These core coverages are portrayed as solid and comprehensive.
Blue Yonder Insights
What We Do
Blue Yonder is the world leader in digital supply chain and omni-channel commerce fulfillment. Our intelligent, end-to-end platform enables retailers, manufacturers and logistics providers to seamlessly predict, pivot and fulfill customer demand. With Blue Yonder, you can make more automated, profitable business decisions that deliver greater growth and re-imagined customer experiences. Blue Yonder - Fulfill your Potential Blue Yonder’s tagline “Fulfill Your Potential” reflects the company’s mission to empower every organization and person on the planet to fulfill their potential. Each day, our global teams of associates and business partners work together to accelerate global economic growth, increase sustainability and prosperity with a Sonoran Spirit.
