ServiceNow Data and CMDB Specialist

About the role

Hogan Lovells is looking for a ServiceNow Data and CMDB Specialist to govern, improve and maintain the data held in its ServiceNow platform, with particular focus on the Configuration Management Database (CMDB), service data and reporting. The role ensures that Configuration Items (CIs), their relationships and supporting service data are accurate, complete and up to date, providing a reliable basis for service management, risk management, automation and the introduction of new services. The position is based in London or Birmingham, on a 35-hour week, with hybrid working of up to 40% from home.

Key responsibilities

• Own the governance, quality and maturity of the CMDB, keeping CI data, relationships, the data model, CI classes, attributes and lifecycle standards aligned with ServiceNow best practice and the Common Service Data Model (CSDM).
• Own the service mapping data model and standards, working with service owners and Platform Engineering so that applications, services, infrastructure and supporting assets are recorded and related at the right level.
• Agree ownership, data requirements and controls for creating, updating, reconciling, retiring and deleting CIs with service, application, infrastructure and data owners.
• Monitor CMDB health through regular data-quality reviews (completeness, correctness, compliance, duplication, stale records, missing relationships), investigate root causes and track corrective action.
• Set governance standards for data supplied by other systems, define data sources, owners, definitions, quality expectations and update frequency, and reconcile inbound data from integrations.
• Work with the Principal ServiceNow Developer, ServiceNow Solutions Developer and Senior ServiceNow Platform Specialist on integrations, discovery sources, imports and automated feeds, and represent CMDB and reporting needs in project, design and change discussions.
• Develop shared reports, dashboards and KPIs, validate them against the underlying data, and support the use of Power BI or Microsoft Fabric while keeping definitions and quality controls consistent.
• Support the data quality needed for approved ServiceNow AI capabilities such as Now Assist, and maintain documentation on the CMDB, data sources, governance and reporting.

Required profile

• At least five years of relevant ServiceNow experience, including practical CMDB, configuration management and platform data work.
• Hands-on experience maintaining or improving a CMDB in a medium-to-large organisation, including CI classes, relationships, reconciliation, data-quality controls and remediation.
• Strong analytical skills, comfort managing your own workload and investigating complex data issues, and the ability to build effective working relationships.

Required skills

• Strong working knowledge of ServiceNow CMDB, CI classes, relationships, lifecycle management, data quality and governance.
• Good understanding of CSDM and how service, application and infrastructure data should be structured and related.
• Experience of ServiceNow Discovery, Service Mapping, Identification and Reconciliation Engine, imports and integration data sources.