Manager, Lead Specialist, ServiceNow CMDB Solution Architect

Overview

In this role you lead the architecture of enterprise ServiceNow CMDB solutions, focusing on CSDM, data quality, and governance. You translate business needs into scalable designs and guide delivery through governance processes. You collaborate across platform, infrastructure, and business stakeholders to ensure out-of-the-box CMDB capabilities are used effectively. You shape roadmaps, mentor teams, and uphold security and compliance. This is a chance to influence how Deloitte delivers reliable configuration data across IT operations.

Pay / Benefits

• hybrid working policy
• development opportunities
• focus on wellbeing
• global exposure
• collaborative culture
• purpose-driven environment

Responsibilities

• Lead the architecture, design and implementation of enterprise ServiceNow CMDB solutions aligned to CSDM and configuration management objectives
• Partner with platform, infrastructure, application, service management, security, operations and business stakeholders to define configuration data requirements, ownership and measurable outcomes
• Define architecture covering CI class models, service and application models, relationships, lifecycle states, ownership, data sources and supporting governance workflows
• Design traceable and reusable relationships between business applications, application services, technical services, infrastructure components, locations, users and support groups
• Develop and maintain architectural views, CSDM-aligned data models, integration designs, decision records, configuration standards and detailed technical specifications
• Promote configuration-first, upgrade-safe use of out-of-the-box ServiceNow CMDB capabilities and challenge unnecessary customisation
• Provide technical leadership to delivery teams and review configurations, extensions and code for security, quality, performance and maintainability
• Architect integrations and ingestion patterns using Discovery, Service Mapping, Service Graph Connectors, IntegrationHub ETL, APIs and other appropriate technologies
• Define Identification and Reconciliation Engine rules, source precedence, reconciliation controls and multi-source data patterns to prevent duplicates and protect authoritative data
• Establish CMDB health, certification, attestation, remediation and lifecycle-management practices that improve completeness, correctness, compliance and currency
• Ensure security, privacy, data ownership, access controls, auditability and segregation of duties are embedded within solution designs
• Support projects through architecture review, design assurance, testing, deployment and mandatory governance processes
• Troubleshoot complex CMDB, discovery, service mapping and integration issues and guide teams towards sustainable resolutions
• Shape the ServiceNow CMDB and CSDM roadmap, standards and reusable patterns, remaining current with product releases and recognised configuration management practices
• Mentor architects, CMDB administrators, data owners and delivery colleagues contribute to continuous improvement across the ServiceNow architecture practice

Key requirements

• Certified ServiceNow Administrator (CSA)
• Certified Implementation Specialist – Data Foundations (CMDB and CSDM) or current equivalent
• Excellent written and verbal communication, interpersonal and presentation skills
• Proven ServiceNow experience in solution/technical architecture roles with enterprise CMDB implementations
• Track record of leading end-to-end CMDB solution designs for enterprise-scale implementations
• Deep knowledge of CMDB and CSDM concepts (CI class hierarchy, relationships, lifecycle)
• Experience designing CMDB governance frameworks, ownership, certification, attestation and remediation
• Strong understanding of CMDB health metrics and data quality controls
• Knowledge of ServiceNow platform architecture, security, reporting, automation and upgrade-safe design
• Experience with Discovery, Service Mapping, Service Graph Connectors, IntegrationHub ETL, APIs and ingestion technologies
• Knowledge of Identification and Reconciliation Engine configuration and multi-source CMDB patterns
• Experience integrating CMDB data with ITSM, ITOM, Security Ops, Asset Management and other capabilities
• Scripting knowledge (JavaScript, GlideRecord) to assess feasibility and solution quality
• Experience with Agile and Waterfall delivery and SDLC
• Solid ITIL knowledge including configuration management, governance, change and release management, testing and audit
• Ability to work independently and in cross-functional teams with strong analytical and stakeholder-management skills
• Proficient Microsoft Word, Excel, Visio and PowerPoint skills

• Excellent written and verbal communication
• Stakeholder management
• Problem-solving and analytical thinking
• ServiceNow CMDB
• CSDM
• Discovery

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