ServiceNow CMDB - Consultant
Enterprise Performance
Deloitte’s Enterprise Performance practice helps organizations improve business outcomes through platform-enabled transformation, technology modernization, and operational improvement. Within this space, our teams work across IT operations, service management, workflow automation, and enterprise platforms to deliver large-scale digital transformation programs. As a ServiceNow Senior Consultant, Technical Transformation, you will work with cross-functional teams to design, build, and enhance ServiceNow solutions that help clients streamline processes, improve service delivery, and create long-term business value.
Level: Consultant or equivalent
As a Consultant at Deloitte Consulting Services, you will design, develop, and deploy enterprise-scale software solutions, lead the creation of robust pipelines and manage code deployment across environments. You will collaborate with cross-functional, global teams to translate functional requirements into effective deliverables, independently guiding and mentoring junior team members. Your role spans the full project lifecycle, including estimation, planning, execution, and tracking key metrics for analysis, ensuring high-quality and timely delivery of solutions.
Work you'll do
As a Technical Consultant, on the Enterprise Operations Portfolio team, you will be responsible for:
Governance:
Develop and enforce CMDB policies, procedures, and standards.
Define and maintain the CMDB scope, including identification and reconciliation of critical CIs.
Establish and monitor CMDB performance metrics to ensure compliance with service level agreements (SLAs)
Lead the discussions with stakeholders (internal and external)
Provide resolutions for conflicts/ challenges
CMDB Design and Implementation:
Collaborate with stakeholders to define CMDB requirements and design.
Configure and customize the CMDB tool to align with organizational needs.
Implement and maintain CI relationships, hierarchies, and attributes.
CI Lifecycle Management:
Establish and maintain a process for CI identification, reconciliation, classification, and labelling.
Coordinate and oversee the CI registration, verification, and documentation process.
Ensure accurate and timely updates to the CMDB for all CI changes, including additions, modifications, and retirements.
Data Integrity and Quality:
Develop and implement data quality controls to ensure CMDB accuracy and completeness.
Conduct regular audits to identify and resolve data inconsistencies or discrepancies.
Collaborate with stakeholders to resolve data quality issues and improve data accuracy.
Change and Release Management Integration:
Collaborate with Change and Release Management teams to ensure CMDB is updated with approved changes and releases.
Facilitate the impact analysis of proposed changes on CIs and related services.
Provide CMDB data for change impact assessments and change advisory board (CAB) meetings.
Reporting and Analysis:
Generate and distribute Custom CMDB reports and dashboards to stakeholders.
Analyse CMDB data to identify trends, patterns, and areas for improvement.
Provide insights and recommendations for optimizing IT asset and configuration management processes.
Location: Bengaluru/Hyderabad/Pune/Chennai
Shift Timings: 24x7 including night shift as per business requirements
Qualifications
Required:
- 3-6 years of ServiceNow development experience in large enterprise environments
- Experience configuring and developing ServiceNow using UI Policies, UI Macros, UI Pages, Client Scripts, Script Includes, Business Rules, Access Control Lists (ACLs), Import Sets, Transform Maps, Update Sets, and MID Server configuration
- Experience with JavaScript, HyperText Markup Language (HTML), Cascading Style Sheets (CSS), Bootstrap, JavaScript Object Notation (JSON), Representational State Transfer (REST), and Simple Object Access Protocol (SOAP)
- Experience delivering solutions across ServiceNow products such as IT Service Management (ITSM), Strategic Portfolio Management (SPM), Customer Service Management (CSM), IT Asset Management (ITAM), IT Operations Management (ITOM), Human Resources Service Delivery (HRSD), or custom applications
- Experience with Asset Management, Configuration Management Database (CMDB), Orchestration, and ServiceWatch
- Experience working in Agile delivery and application development lifecycle phases
- Bachelor of Engineering, Bachelor of Technology, Master of Computer Applications, Master of Science in Computer Science, or equivalent degree from an accredited university
Preferred:
- ServiceNow Certified Application Developer (CAD), ArchX, or Certified Implementation Specialist (CIS) certification
- Experience designing and implementing integrations with third-party systems
- Understanding of ServiceNow Agentic AI framework
- Experience integrating generative artificial intelligence models into ServiceNow workflows
- Exposure to ServiceNow Now Assist
- ITIL v3/v4 or Agile/Scrum certification