ServiceNow CMDB SME

You will be responsible for analyzing our customers' current business processes, identifying bottlenecks, inefficiencies, and areas for incremental improvement. With your strong analytical skills, you will recommend process changes, new technologies, or appropriate organizational changes that drive efficiency, reduce costs, and improve overall business performance.

In this role, you will also develop a large-scale strategic vision and ensure that all new business processes align with it. You will manage sales processes beyond day-to-day procurement to maintain strong customer relations and ensure that all stakeholders are on board with the recommended solutions.

At Kyndryl, we value collaboration and teamwork. As a Business Process Consultant, you will work closely with all stakeholders, including customers, project managers, and technical teams, to ensure that our solutions meet the highest standards of quality, efficiency, and effectiveness.

Our consultants are restless for innovation. They are at the edge of technology, changing the way our customers implement business solutions - so, if you're a problem-solver, an innovative thinker, and a self-starter with a passion high impact assignments which align technology to business outcomes, then we want to hear from you! Apply today to join our dynamic team that has a host of exciting projects and customers waiting for you to work with them to solve complex transformation puzzles through technology.

Roles & Responsibilities :

We are seeking a ServiceNow CMDB SME to join our Asset Management practice area as a CMDB Import & Configuration Specialist. This role is critical in ensuring the integrity, accuracy, and performance of our Configuration Management Database (CMDB) within the ServiceNow platform. The ideal candidate will have hands-on experience with CI data imports, integrations, and governance practices, supporting ITSM and ITOM processes across the enterprise.

CMDB Import & Configuration:

• Design and maintain CI import workflows using Import Sets, Transform Maps, Discovery, and Integration Hub.
• Configure CI classes, attributes, and relationships to align with enterprise architecture.
• Ensure automated imports are timely, accurate, and aligned with governance policies.

CMDB Governance & Quality Control:

• Maintain high-quality CMDB data through established validation and reconciliation routines.
• Define, monitor, and report on CMDB health metrics (completeness, correctness, compliance).
• Execute audits and clean-up routines to remove stale, duplicate, or invalid CI data.

Stakeholder Collaboration & Support:

• Partner with ITSM, ITOM, Infrastructure, and Asset Management teams to align CI data requirements.
• Serve as the SME for ServiceNow CMDB during project planning, incident response, and change activities.
• Provide training and guidance to operational teams and end users on CMDB best practices.

Documentation & Continuous Improvement:

• Create and maintain documentation for CMDB processes, policies, and configuration standards.
• Recommend enhancements to import logic, CI structure, or governance based on evolving business needs.
• Participate in CMDB roadmap planning and ServiceNow platform upgrades.

Your Future at Kyndryl
As a Business Process Consultant at Kyndryl you will join the Kyndryl Consultant Profession, working with other Kyndryl Consultants, Architects, Project Managers, and cross-functional Technical Subject Matter Experts - presenting unlimited opportunities with unmatched support through our investment in your learning, training, and career growth.

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 with ServiceNow CMDB configuration and data management.
• Deep understanding of CI classes (e.g. Server, Application, Database) and their relationships.
• Good understanding of the Common Service Data Model and how it aligns CMDB data with ServiceNow applications.
• Use CMDB data certification modules to maintain data accuracy.
• How IRE works with identification rules, reconciliation rules, and data sources.
• Proven expertise in CI imports using ServiceNow Discovery, Import Sets, and integrations.
• Strong scripting ability in JavaScript, Glide API, and familiarity with Flow Designer.
• Experience with CMDB Health Dashboards, normalization rules, and reconciliation processes.
• Solid understanding of ITIL v4, especially Configuration Management and Asset Lifecycle from discovery to decommission.
• Ability to interpret and implement complex data models and CI relationship mappings.
• Strong communication and stakeholder engagement skills.

Preferred Technical and Professional Experience

• ServiceNow Certified Implementation Specialist - ITSM
• ServiceNow Certified Implementation Specialist - Discovery.
• Experience with ITOM (Event Management, Service Mapping) and HAM/SAM modules.
• Knowledge of infrastructure technologies, cloud environments, and enterprise architecture.

Being You

Diversity is a whole lot more than what we look like or where we come from, it's how we think and who we are. We welcome people of all cultures, backgrounds, and experiences. But we're not doing it single-handily: Our Kyndryl Inclusion Networks are only one of many ways we create a workplace where all Kyndryls can find and provide support and advice. This dedication to welcoming everyone into our company means that Kyndryl gives you - and everyone next to you - the ability to bring your whole self to work, individually and collectively, and support the activation of our equitable culture. That's the Kyndryl Way.

What You Can Expect

With state-of-the-art resources and Fortune 100 clients, every day is an opportunity to innovate, build new capabilities, new relationships, new processes, and new value. Kyndryl cares about your well-being and prides itself on offering benefits that give you choice, reflect the diversity of our employees and support you and your family through the moments that matter - wherever you are in your life journey. Our employee learning programs give you access to the best learning in the industry to receive certifications, including Microsoft, Google, Amazon, Skillsoft, and many more. Through our company-wide volunteering and giving platform, you can donate, start fundraisers, volunteer, and search over 2 million non-profit organizations. At Kyndryl, we invest heavily in you, we want you to succeed so that together, we will all succeed.

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.