CMDB / ServiceNow Architect

The CMDB / ServiceNow Architect will join an in-flight ServiceNow CMDB programme where the ServiceNow platform is already in place and delivery activity has begun. The role will rapidly assess the current architecture, build progress, data model, integrations, discovery configuration, governance approach, project decisions, risks, and delivery backlog. The architect will ensure the programme remains aligned to the objective of making ServiceNow the trusted single source of truth for configuration item, service, asset, application, and relationship data across the enterprise.

This includes validating design decisions already made, identifying gaps or rework, resolving data and integration issues, strengthening governance, and collaborating with essential platform, infrastructure, application, operations, security, service management, asset, cloud, network, and business service teams required for successful delivery and adoption.

Requirements:

• Strong ServiceNow CMDB architecture experience, including the ability to assess and improve an in-progress CMDB implementation rather than start from a blank page;
• Hands-on knowledge of ServiceNow CMDB, ITSM, ITOM, Discovery, Service Mapping, Service Graph Connectors, CMDB Health, identification rules, and reconciliation rules;
• Ability to review existing architecture, configuration, data models, integrations, discovery schedules, backlog items, design decisions, and delivery artefacts quickly and pragmatically;
• Experience identifying CMDB data quality issues, duplicate CI risks, integration gaps, ownership ambiguity, process weaknesses, and adoption barriers in live or in-flight environments;
• Ability to balance architectural best practice with project realities, preserving useful work already completed while correcting material gaps before they become embedded;
• Understanding of ITIL configuration management, incident, change, problem, asset, service request, and operational support processes;
• Experience integrating ServiceNow with infrastructure, cloud, monitoring, network, application, security, and asset management tooling;
• Strong facilitation skills for workshops with existing project teams and stakeholder groups to confirm scope, decisions, risks, dependencies, ownership, and revised delivery priorities;
• Strong documentation skills, including architecture design reviews, gap assessments, decision logs, remediation plans, integration specifications, test support, and governance artefacts;
• Excellent stakeholder management skills with the ability to work across platform, operations, security, application, infrastructure, network, cloud, architecture, service ownership, and programme delivery teams.

Nice to Have:

• ServiceNow Certified System Administrator, Certified Implementation Specialist, or relevant ServiceNow architecture certifications;
• Experience joining a ServiceNow, CMDB, ITOM, ITSM, or enterprise tooling programme mid-flight and providing recovery, assurance, design correction, or delivery acceleration support;
• Experience with the ServiceNow Common Service Data Model and practical implementation of service, application, and technical service hierarchies;
• Experience with ServiceNow Discovery, Service Mapping, Event Management, ITOM Visibility, ITAM, HAM, SAM, or SecOps integrations;
• Experience designing or improving CMDB operating models, stewardship models, data certification processes, and CMDB health improvement programmes;
• Knowledge of cloud platforms, hybrid infrastructure, container platforms, network technologies, application dependency mapping, and enterprise integration patterns;
• Experience supporting audit, regulatory, operational resilience, cyber risk, change risk, or business service continuity use cases through CMDB data;
• Consulting or programme delivery experience, including working with incomplete documentation, inherited decisions, active delivery teams, delivery pressure, and multiple stakeholder groups.

Responsibilities:

• Rapidly review the in-flight ServiceNow CMDB programme, including completed work, agreed scope, architecture decisions, data model, CI classes, relationship model, integrations, discovery configuration, governance artefacts, backlog, and delivery risks;
• Validate whether the current CMDB design and build approach will enable ServiceNow to operate as the enterprise single source of truth for configuration, service, application, infrastructure, and dependency data;
• Identify gaps, inconsistencies, technical debt, data quality issues, duplicate CI risks, ownership gaps, and design decisions that require confirmation, correction, or remediation;
• Refine the target CMDB architecture where required, including CI class structure, attributes, relationships, identification rules, reconciliation rules, authoritative sources, and alignment to the Common Service Data Model where appropriate;
• Work with the existing delivery team to prioritise backlog items, unresolved design questions, integration dependencies, data remediation activities, service mapping needs, and delivery blockers;
• Assess and improve integration patterns using ServiceNow Discovery, Service Graph Connectors, APIs, import sets, IntegrationHub, and other approved ingestion mechanisms already in use or planned;
• Strengthen CMDB governance already underway, including stewardship, standards, naming conventions, certification, remediation workflows, health dashboards, change control, and continuous improvement routines;
• Collaborate with ITSM, ITOM, ITAM, SecOps, cloud, infrastructure, network, application, enterprise architecture, operations, and business service owners to confirm dependencies, ownership, success criteria, and adoption responsibilities;
• Provide hands-on architectural guidance during ongoing build, testing, data load, discovery tuning, reconciliation, relationship mapping, service mapping, defect resolution, and adoption activities;
• Prepare clear mid-project recommendations, decision records, remediation plans, implementation guidance, readiness assessments, and transition materials to keep delivery aligned and sustainable.