Role Summary for 1 Service CMDB CSDM Solution Architect
Exp -5+
We require an experienced ServiceNow CMDB & CSDM Architect to define, design, and lead the implementation of an enterprise-grade CMDB aligned to Common Service Data Model (CSDM) for a regulated banking environment.
This role is accountable for establishing the CMDB architecture, service modelling standards, integration patterns, and governance framework that enable operational resilience, service impact transparency, and AI-enabled service management.
1. Key Responsibilities
- Define the enterprise CMDB and CSDM architecture, including:
- Service models (business, application, technical services)
- CI class hierarchy, relationships, and lifecycle states
- Lead the design and implementation of CSDM domains (Foundation, Design, Manage, Operate)
- Define service modelling standards for Tier-1 / critical banking services
- Architect Discovery and Service Mapping strategy for accurate dependency mapping
- Define integration and data ingestion patterns (IntegrationHub, APIs, MID Servers)
- Establish CMDB governance, including:
- Data quality standards
- Reconciliation and source-of-truth rules
- Certification and audit controls
- Provide architectural oversight for CMDB usage across:
- Incident, Change, Problem
- ITOM, AIOps, and service impact analysis
- Produce architecture artefacts, standards, and design documentation
- Act as senior SME for stakeholders across Service Management, Architecture, Engineering, and Risk
2. Required Skills & Experience
- 7+ years of ServiceNow platform experience
- Deep expertise in:
- CMDB architecture
- CSDM implementation
- Service modelling in large enterprises
- Strong hands-on knowledge of:
- Discovery
- Service Mapping
- IntegrationHub / APIs
- Proven experience delivering CMDB in banking or regulated environments
- Strong understanding of:
- CI lifecycle management
- Operational resilience
- Audit and control requirements
- ServiceNow certifications strongly preferred:
- CSA
- CIS – Discovery / Service Mapping
- CSDM Architect / Practitioner
3. Deliverables & Success Measures
- Enterprise CMDB architecture aligned to CSDM
- Standardised service models adopted across Tier-1 services
- 95% CMDB data quality (completeness and accuracy)
- Tier-1 services fully mapped with validated dependencies
- CMDB embedded into incident, change, and resilience processes
- Audit-ready CMDB with defined ownership and certification
4. Business Outcome
This role will establish a single, trusted CMDB foundation enabling:
- Faster and more accurate incident impact analysis
- Improved change risk management
- Operational resilience for critical services
- AI-ready service management and AIOps enablement
