Senior ServiceNow ITOM & CMDB Manager

Who We Are

At Kyndryl, we run and reimagine the mission-critical technology systems that drive advantage for the world’s leading businesses.  We are at the heart of progress; with proven expertise and a continuous flow of AI-powered insight, enabling smarter decisions, faster innovation, and a lasting competitive edge. For our people—Kyndryls—that means doing purposeful work that powers human progress. Join us and experience a flexible, supportive environment where your well-being is prioritized and your potential can thrive.

The Role

Strong expertise in ServiceNow ITOM modules like HAM (Hardware Asset Management) and SAM (Software Asset Management) modules, including CMDB maintenance, asset lifecycle tracking, and Discovery and Service Mapping and compliance reporting. Familiarity with ServiceNow platform administration, workflow orchestration, and integration with tools like Active Directory and Citrix is essential. This role demands for multiple ServiceNow skills in ITOM area.

Are you passionate about solving complex problems? Do you thrive in a fast-paced environment? Then there’s a good chance you will love being a part of our Software Engineering – Development team at Kyndryl, where you will be able to see the immediate value of your work. 
As a Software Engineering - Developer at Kyndryl, you will be at the forefront of designing, developing, and implementing cutting-edge software solutions. Your work will play a critical role in our business offering, your code will deliver value to our customers faster than ever before, and your attention to detail and commitment to quality will be critical in ensuring the success of our products.
Using design documentation and functional programming specifications, you will be responsible for implementing identified components. You will ensure that implemented components are appropriately documented, unit-tested, and ready for integration into the final product. You will have the opportunity to architect the solution, test the code, and deploy and build a CI/CD pipeline for it.
As a valued member of our team, you will provide work estimates for assigned development work, and guide features, functional objectives, or technologies being built for interested parties. Your contributions will have a significant impact on our products' success, and you will be part of a team that is passionate about innovation, creativity, and excellence. Above all else, you will have the freedom to drive innovation and take ownership of your work while honing your problem-solving, collaboration, and automation skills. Together, we can make a difference in the world of cloud-based managed services.
Key Responsibilities:

Configuration Management Process Ownership:
Define, implement, and maintain the Configuration Management (CM) process in line with ITIL best practices.
Own the Configuration Management Plan, policies, and procedures.
Ensure alignment with Change, Incident, Problem, and Asset Management processes.Own the CMDB data model, including CI classes, attributes, and relationships.
Define and enforce data standards, naming conventions, and lifecycle rules.
Monitor and improve data accuracy, completeness, and compliance.
Manage CI audits, reconciliations, and baselines.
Discovery & Data Integration
Oversee discovery tools (ServiceNow Discovery, SCCM, cloud discovery, third-party tools).
Manage data sources and reconciliation rules to prevent duplicates and conflicts.
Ensure integrations feed accurate and timely data into the CMDB.
Review and approve CI class changes, attributes, and relationship updates.
Handle CI lifecycle management (create, update, retire).
Manage exceptions, manual updates, and data correction activities
Service Mapping Design & Strategy
1. ServiceMapping:
Define the service mapping strategy aligned with business services and CMDB architecture.
Identify top-down or bottom-up mapping approaches based on service complexity.
Define service scope, entry points, and service models.
2. Business & Application Service Modeling
Create and maintain Business Services and Application Services in ServiceNow.
Define service boundaries, tiers, and service offerings.
Align services with SLAs, availability, and operational support models.
3. Service Mapping Configuration
Configure Service Mapping patterns and discovery schedules.
Your Future at Kyndryl
The career path ahead is full of exciting opportunities to grow and advance within the job family. With dedication and hard work, you can climb the ladder to higher bands, achieving coveted positions such as Principal Engineer or Vice President of Software. These roles not only offer the chance to inspire and innovate, but also bring with them a sense of pride and accomplishment for having reached the pinnacle of your career in the software industry.

Who You Are

You’re good at what you do and possess the required experience to prove it. However, equally as important – you have a growth mindset; keen to drive your own personal and professional development. You are customer-focused – someone who prioritizes customer success in their work. And finally, you’re open and borderless – naturally inclusive in how you work with others.
Required Technical and Professional Experience

• 8+ years of experience in IT Service Management (ITSM) with 5+ years in Configuration Management / CMDB ownership roles.

• Strong hands-on experience with ServiceNow CMDB, including:

  • CI class modeling, attributes, relationships, and lifecycle management

  • CMDB Health Dashboards (Completeness, Correctness, Compliance)

  • CI reconciliation, normalization, and audit processes

• Proven experience defining and maintaining Configuration Management Plans, policies, and procedures aligned with ITIL best practices.

• Deep understanding of CI lifecycle management (create, update, retire) and data governance.

• Experience integrating CMDB with Change, Incident, Problem, Asset, and Release Management processes.

• Hands-on experience with discovery and data integration tools, including:

  • ServiceNow Discovery

  • SCCM

  • Cloud discovery (AWS, Azure, GCP)

  • Third-party discovery/integration tools

• Strong experience managing data sources, reconciliation rules, and preventing duplicate or conflicting CI records.

• Expertise in CMDB audits, baselines, and data quality improvement initiatives.

• Experience reviewing and approving CI class changes, attributes, and relationship updates.

• Hands-on experience handling manual CI updates, exception management, and data correction activities.

• Strong experience with ServiceNow Service Mapping, including:

  • Defining service mapping strategies (top-down and bottom-up)

  • Designing service scope, entry points, and service models

  • Configuring Service Mapping patterns and discovery schedules

• Experience creating and maintaining Business Services and Application Services in ServiceNow.

• Ability to align service models with SLAs, availability, and operational support structures.

• Strong stakeholder management skills with the ability to work across IT Operations, Architecture, Security, Cloud, and Application teams.

• Proven experience driving process governance, compliance, and continuous improvement initiatives.

• Excellent analytical skills with a focus on data accuracy, completeness, and compliance.

• Ability to lead workshops and discussions on CMDB design, service modeling, and data standards.

• Strong documentation skills for processes, standards, and operational procedures.

• Experience in large, complex enterprise environments with hybrid infrastructure (on-prem + cloud).

• Ability to prioritize, manage multiple initiatives, and meet deadlines in a fast-paced environment.

• Strong communication skills to translate technical CMDB concepts into business-understandable outcomes.

Preferred Technical and Professional Experience

• Bachelor's degree in Computer Science, related technical field, or equivalent practical experience.

• Certification ITIL v3 or ITIL 4 certification (Foundation or higher) preferred.

Being You

The “Kyn” in Kyndryl means kinship, which represents the strong bonds we have with each other, our customers and our communities. We focus on ensuring all Kyndryls feel included and we welcome people of all cultures, backgrounds, and experiences. Even if you don’t meet every requirement, we encourage you to apply. We believe in growth, and we’re excited to see what you can bring. At Kyndryl, employee feedback has told us that our number one driver of employee engagement is belonging. That sense of belonging — being a valued, respected, trusted member of the team — is fundamental to our culture and fueling great experiences for our customers. This dedication to welcoming everyone into our company means that Kyndryl gives you the ability to thrive and contribute to our culture of empathy and shared success. That’s The Kyndryl Way.

What You Can Expect

Your career with us isn’t just a job—it’s an adventure with purpose.  We offer a dynamic, hybrid-friendly culture that supports your well-being and empowers you to grow. Our Be Well programs are thoughtfully designed to support your financial, mental, physical, and social health—because we know that when you feel your best, you do your best.
From your very first day, you’ll dive into impactful work that powers the systems our customers rely on every day. You won’t just contribute—you’ll make a difference, tackling meaningful projects that sharpen your skills and fuel your growth.
We’re here to champion your journey. With powerful tools to chart your career path, personalized development goals aligned with your ambitions, and continuous feedback to keep you inspired and on track, you’ll have everything you need to thrive and evolve. You’ll develop in-demand skills to grow your career and achieve your ambitions with access to cutting-edge learning opportunities—from certifications with Microsoft, Google, and Amazon to coaching and hands-on experiences. And through it all, you’ll be part of a culture that values empathy, restless learning, and a devotion to shared success.
We want you to thrive here—and we’re committed to helping you do just that. Ready to make an impact? Join us and help shape what’s next.

Get Referred!

If you know someone that works at Kyndryl, when asked ‘How Did You Hear About Us’ during the application process, select ‘Employee Referral’ and enter your contact's Kyndryl email address.