ServiceNow Technical Lead - #26-18755

Contract Duration: 12 Months

Job Description:

• Provide technical leadership for the Cloud-Ready Configuration Management Database (CMDB) Initiative, including the implementation of the ServiceNow CMDB solution
• Provide end-to-end oversight for the Cloud-Ready CMDB Initiative, including planning, design, implementation, testing, stabilization, documentation, and transition to operations
• Provide technical leadership and ServiceNow CMDB subject matter expertise to guide implementation decisions, delivery planning, risk management, dependency resolution, and remediation activities
• Review the existing CMDB data model and define the Configuration Items (CIs) class structure, hierarchy, inheritance model, and any required extensions to accurately represent Azure resources.
• Create and document the Azure-to-CMDB mapping strategy, including the mapping of Azure resource types, subscriptions, resource groups, tags, naming conventions, and attributes to appropriate ServiceNow CI classes and fields
• Design and configure the Identification and Reconciliation Engine (IRE) approach, including authoritative sources, source precedence, identification attributes, reconciliation rules, and conflict resolution logic
• Deploy, configure, and validate the Azure Service Graph Connector, including connectivity, authentication, authorization, API access, connector parameters, and initial non-production data ingestion
• Configure and maintain transform maps, import schedules, field mappings, data normalization, relationship creation, and error-handling processes required to populate CMDB records accurately
• Assess the quality, completeness and consistency of imported data; identify missing fields, data anomalies, duplicate CIs, and remediation actions required before production use.
• Map Azure resources to CMDB CI classes and establish relationships between subscriptions, resource groups, virtual machines, network interfaces, storage resources, load balancers, and related cloud components.
• Implement monitoring and alerting capabilities for connector health, data collection jobs, transform execution, reconciliation processing, scheduled imports, authentication issues, and failed or incomplete imports.
• Update Service Asset and Configuration Management (SACM) and operational process documentation to reflect Azure Service Graph as a data source, including roles, responsibilities, governance controls, exception handling, support procedures, and audit considerations.
• Validate CMDB accuracy against the Azure environment and document discrepancies, remediation steps, decisions, risks, and operational runbooks.
• Support security, privacy, risk, and CRAF-related documentation or assessment inputs as required for the implementation.
• Work closely with Bank ServiceNow Platform, Service Management Office, Cloud Services, Infrastructure as Code, Security, and Operations Development teams to support successful implementation and operational readiness.
• Provide structured knowledge transfer activities, and detailed documentation to ensure a seamless transition to Bank staff to effectively support and maintain the solution after implementation.
• Other related activities and deliverables as required.

• University degree or college diploma in computer science, information technology, business administration, engineering, or a related field.
• A minimum of five (5) years of recent demonstrated experience designing, implementing, configuring, or supporting ServiceNow solutions in enterprise environments.
• A minimum of three (3) years of recent demonstrated hands-on experience with ServiceNow CMDB, ITOM Discovery, Service Mapping, CSDM, IRE, and/or Service Graph Connectors.
• Demonstrated experience leading ServiceNow CMDB implementation projects or acting as a technical lead for complex ServiceNow platform initiatives.
• Demonstrated experience with Azure cloud resources and cloud-to-CMDB integration patterns, including discovery, ingestion, reconciliation, and relationship mapping.
• Demonstrated experience defining CI class structures, CMDB data models, attribute mappings, relationship models, identification rules, reconciliation rules, and source precedence.
• Demonstrated experience configuring ServiceNow import sets, transform maps, scripts, Integration Hub, MID Server, REST/SOAP APIs, scheduled imports, and data quality remediation processes.
• Demonstrated experience supporting the full ServiceNow delivery lifecycle, including design, build, test, deployment, transition to operations, stabilization, and documentation.
• Demonstrated knowledge of ITIL-based Service Asset and Configuration Management (SACM), CMDB governance, operational controls, and data quality management.
• Demonstrated experience facilitating workshops with technical and business stakeholders to clarify requirements, document decisions, and translate requirements into stories and implementation activities.
• Demonstrated ability to produce clear technical documentation, operational runbooks, implementation plans, risks/issues logs, and knowledge transfer materials.

• Experience with CMDB Health, Data Manager, data certification, Performance Analytics, dashboards, or reporting for CMDB quality and operational metrics
• Experience in regulated, financial, or public-sector environments with security, privacy, compliance, and audit considerations
• Experience with ServiceNow ITSM, ITOM, SAM/ITAM, SecOps, IRM, TPRM, HRSD, SPM, or other enterprise ServiceNow modules
• ServiceNow certifications such as Certified System Administrator (CSA), CIS-CMDB, CIS-Discovery, CIS-ITSM, or related ServiceNow certifications.
• Demonstrated ability to use data and information to inform problem solving in relation to systems, infrastructure, and service-management processes
• Demonstrated ability to prioritize work, manage multiple tasks, and deliver high-quality outcomes within project timelines.

 
About US Tech Solutions:
US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit www.ustechsolutions.com.
 
US Tech Solutions is an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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