ServiceNow CMDB Administrator

Posted Yesterday

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Job Details

Full Time

Location

Canada

Job Description

Overview
At KPMG, you'll join a team of diverse and dedicated problem solvers, connected by a common cause: turning insight into opportunity for clients and communities around the world.

A ServiceNow CMDB Administrator manages the Configuration Management Database (CMDB) to ensure accurate and up-to-date information about IT infrastructure. Key duties include overseeing CI lifecycle management, ensuring data integrity, supporting ITIL processes, and automating data collection and reconciliation. They also collaborate with cross-functional teams, provide training, and generate reports for monitoring CMDB health. Additionally, they ensure compliance with security and regulatory standards.

What you will do

Ensure that all Configuration Items are correctly classified and aligned with the organization's ITIL processes.
Establish and maintain relationships between CIs, ensuring that dependencies and impacts are properly mapped.
Ensure that CMDB data is accurate, consistent, and up-to-date. Implement data governance processes to maintain data quality
Perform regular audits and reconciliation of the CMDB to identify and correct discrepancies between the CMDB and the actual IT environment.
Implement and configure tools and integrations (e.g., Discovery, SCCM, etc.) to automate the population and update of CMDB data
Work closely with other teams (e.g., ITIL, Service Desk, Asset Management) to ensure that the CMDB supports processes like Incident Management, Problem Management, Change Management, and Asset Management.
Ensure that the CMDB is aligned with ITIL best practices and is effectively supporting change management, incident management, and other ITSM processes.
Establish and enforce standards for CI attributes, relationships, and classifications to maintain consistency across the CMDB.
Create and maintain reports, dashboards, and visualizations to track CMDB health, performance, and trends.
Develop key performance indicators (KPIs) to assess the effectiveness of the CMDB and related processes
Monitor CMDB data health and generate periodic reports on data accuracy, completeness, and compliance
Investigate and resolve issues related to CIs and their relationships. Support other teams in troubleshooting incidents and problems linked to CMDB data.
Analyze and report the potential impact of incidents and changes on the CI environment.
Collaborate with other departments, such as IT Operations, Security, and Network, to ensure that the CMDB accurately represents the organization's IT infrastructure.
Provide training and guidance to other team members and end-users on CMDB usage and best practices.
Act as a liaison between business and technical stakeholders to ensure that the CMDB aligns with business needs and technical requirements.
Configure and customize the ServiceNow CMDB, including creating new CI classes, attributes, and relationships to meet organizational needs.
Implement automation to streamline CMDB processes, such as auto-populating CIs, automatic relationship mapping, or data reconciliation.
Integrate CMDB with other tools and systems (e.g., asset management, monitoring, and discovery tools) to improve data accuracy and automation
Manage user access and permissions related to the CMDB, ensuring that only authorized personnel can modify or view sensitive data
Ensure that the CMDB complies with internal and external regulatory and security standards.
Maintain clear and up-to-date documentation related to the CMDB configuration, processes, and workflows.
Identify opportunities for improving the CMDB processes and workflows, aiming to increase efficiency and data quality.
Keep up with ServiceNow updates and best practices in CMDB management and ITIL processes to implement new features and improvements
Monitor the performance and availability of the CMDB to ensure it is running efficiently and effectively.
Address any issues related to system performance, outages, or data discrepancies promptly to minimize disruptions

What you bring to the role

Degree or diploma in Information Technology required
Deep understanding of ServiceNow platform, especially CMDB modules and ITSM processes.
Familiarity with ITIL processes, especially Configuration Management and Change Management.
Strong background in data governance, data quality, and database management.
Ability to troubleshoot issues related to CMDB data, integrations, and relationships.
Experience with automation tools, including Discovery, ServiceNow Orchestration, and custom scripting in ServiceNow (e.g., using JavaScript or Business Rules).
Strong interpersonal and communication skills for cross-functional collaboration and training.

This role plays a crucial part in ensuring the CMDB reflects the true state of an organization's IT infrastructure, enabling better decision-making, improved service delivery, and more efficient change management

Providing you with the support you need to be at your best
Our Values, The KPMG Way
Integrity, we do what is right | Excellence, we never stop learning and improving | Courage, we think and act boldly | Together, we respect each other and draw strength from our differences | For Better, we do what matters

KPMG in Canada is a proud equal opportunities employer and we are committed to creating a respectful, inclusive and barrier-free workplace that allows all of our people to reach their full potential. A diverse workforce is key to our success and we believe in bringing your whole self to work. We welcome all qualified candidates to apply and hope you will choose KPMG in Canada as your employer of choice.

Adjustments and accommodations throughout the recruitment process
At KPMG, we are committed to fostering an inclusive recruitment process where all candidates can be themselves and excel. We aim to provide a positive experience and are prepared to offer adjustments or accommodations to help you perform at your best. Adjustments (informal requests), such as extra preparation time or the option for micro breaks during interviews, and accommodations (formal requests), such as accessible communication supports or technology aids, are tailored to individual needs and role requirements. You will have the opportunity to request an adjustment or accommodation at any point throughout the recruitment process. You will have an opportunity to request an adjustment or accommodation at any point throughout the recruitment process. If you require support, please contact KPMG's Employee Relations Service team by calling 1-888-466-4778.

About KPMG

KPMG LLP is the Canadian member firm of KPMG International. We provide Audit, Tax, and Advisory services to many of the public and private business, not-for profit, and public sector organizations in Canada. Nationally, there are 40 offices and over 700 partners and 7,000 employees working together to help Canadian businesses achieve their goals. Leveraging the skills, knowledge and passion of our firm and our people allows us to serve our clients with uncompromising professionalism, cutting through complexity to provide valuable insight—in Canada and around the world. KPMG s.r.l./S.E.N.C.R.L. est le cabinet canadien membre de KPMG International Cooperative (« KPMG International »). Nous offrons des services professionnels en audit et en fiscalité ainsi que des services-conseils à une vaste clientèle composée notamment de sociétés ouvertes et fermées, d’organismes sans but lucratif et d’organisations du secteur public au Canada. KPMG compte 40 bureaux à l’échelle nationale, au sein desquels collaborent plus de 700 associés et 7 000 employés pour aider les sociétés canadiennes à atteindre leurs objectifs. Nous misons sur les compétences et le savoir-faire de notre équipe pour servir nos clients − au Canada et ailleurs dans le monde − avec rigueur et professionnalisme. Notre mission première : simplifier la complexité en proposant des perspectives éclairantes.