Configuration Manager

Location: Kochi / Trivandrum

Experience : 8 to 13 years

Role Summary

We’re seeking an experienced Configuration Manager to own and evolve our ServiceNow CMDB and Configuration Management System (CMS) , ensuring high-quality configuration data underpins our ITSM processes—especially Change Management , Incident , Problem , and Asset . You’ll be accountable for CMDB strategy, governance, data quality, discovery coverage, and driving adoption across technology and product teams.

Key Responsibilities

Configuration Management & CMDB Governance

• Own the Configuration Management process end-to-end (policy, standards, procedures, RACI).
• Define and maintain CI class models , attributes, lifecycle states, and relationship rules (service ↔ app ↔ infra).
• Establish and monitor CMDB data quality controls: completeness, correctness, compliance, and timeliness.
• Implement data reconciliation and normalization , managing multiple data sources (Discovery, SCCM/Intune, Cloud, APIs).
• Drive service mapping initiatives to model business services and dependencies for impact assessment.
• Maintain the CMS architecture , documenting data sources, integrations, and data flows (including MID Servers).

ServiceNow Ownership (Platform & Modules)

• Lead CMDB capabilities in ServiceNow (Discovery, Service Mapping, Identification & Reconciliation, IntegrationHub).
• Configure and optimize transform maps , identification rules, reconciliation rules, and data normalization.
• Partner with platform owners to ensure scalable, secure, and compliant CMDB operations.
• Work with asset, incident, problem, and change teams to embed CI usage and improve process outcomes.

Change Management Integration

• Ensure RFCs are correctly linked to impacted CIs/services and risk is evaluated using CMDB insights.
• Improve change success rate through better impact analysis and dependency visibility.
• Define and enforce policy controls to prevent unauthorized changes and orphan infrastructure modifications.

Stakeholder Management & Enablement

• Engage architects, platform engineers, application owners, and service managers to drive adoption.
• Provide training, playbooks, and dashboards for CMDB consumers (Service Desk, Change, Problem, Major Incident).
• Chair/participate in the CAB as needed.

Required Experience & Skills

• 5+ years in Configuration Management, CMDB ownership, or related ITSM roles.
• Deep hands-on experience with ServiceNow CMDB: Discovery, Service Mapping, IRE, transform maps, data normalization.
• Strong knowledge of CI modeling (applications, services, infra), relationship design , and impact analysis .
• Experience integrating data from sources such as SCCM/Intune , AWS/Azure/GCP , VMware , network tooling , and APIs .
• Practical Change Management experience: RFC lifecycle, risk assessment, change models, and CAB participation.
• Proven track record improving CMDB data quality (rules, KPIs, dashboards) and driving process adoption.
• Experience of Software Asset Configuration Management (SACM)
• Excellent communication skills; able to translate technical complexity into business value.

Nice-to-Have

• ServiceNow certifications : CAD, CSA, Discovery, Service Mapping, CMDB; or demonstrable equivalent experience.
• Knowledge of security and compliance controls relevant to configuration data (SOX, GDPR, ISO frameworks).