A Massachusetts agency is seeking a ServiceNow Configuration Management Database (CMDB) Subject Matter Expert (SME) to provide professional configuration management database services over a one-year period. The SME will engage with the agency two days per week, leading the design, rollout, and governance of a CMDB program that aligns with ITIL v4 best practices and the agency’s strategic IT goals.

Responsibilities include developing and implementing a comprehensive CMDB strategy, governance framework, and data quality standards. The expert will oversee the configuration of CI classes, relationships, and dependencies to facilitate accurate service mapping, as well as integrate and reconcile data across various systems, including ServiceNow, ServiceDesk, Armis, HP Workforce Experience, and others involved in monitoring, security, backup, and disaster recovery. The role will ensure proper alignment with key ITIL processes such as Incident, Problem, Change, and Asset Management, and will include creating dashboards and executive-level reports to visualize infrastructure health and service dependencies.

Additionally, the SME will assist with the alignment of asset management processes across teams, provide strategic project planning with phased rollout and adoption milestones, and facilitate knowledge transfer and training for agency staff to ensure successful onboarding and sustained adoption of the CMDB process.