ServiceNow CMDB Steward - Freelance

Our client is a leading financial institution based in Luxembourg, operating in a dynamic and highly regulated environment. Their IT department manages a mature ServiceNow ITSM platform in an Agile framework, working alongside a highly qualified ServiceNow team including certified architects.

They are seeking a ServiceNow CMDB Steward to act as a domain Subject Matter Expert (SME) and governance facilitator for CMDB data quality within assigned domains.

Responsibilities

Service Mapping: Perform Application Mapping activities in ServiceNow: create Service Instances, validate mapping landscape, create links and remediate gaps with relevant stakeholders. Support onboarding of new business applications.

Data Quality Monitoring: Identify CMDB breaches including missing CIs or attributes, invalid lifecycle states, broken relationships, orphaned CIs and ownership inconsistencies. Escalate to appropriate owners (CI Managers, CMDB/ITOM support, Technology owners). Facilitate CMDB Health review sessions.

Advisory & Support: Provide SME expertise on CMDB governance, CI lifecycle standards and relationship modeling. Guide CI Managers on correct modeling practices. Monitor the CMDB ticket queue and provide support within the owned domain.

Remediation Coordination: Support root cause analysis for recurring data issues. Track and facilitate agreed remediation actions through to closure.

Training & Awareness: Manage CMDB stakeholders via regular meetings, workshops and quality review sessions. Produce and maintain documentation and training materials. Promote awareness of CMDB features and governance processes.

Agile Collaboration: Participate in Agile ceremonies (daily stand-ups, sprint planning, reviews, retrospectives). Engage with business stakeholders to gather requirements and refine user stories. Support backlog refinement and prioritisation of CMDB-related initiatives.

Continuous Improvement: Identify structural data issues, recommend preventive controls and propose governance improvements to the CMDB Product Owner.