ServiceNow CMDB Manager

HDR•Omaha, NE

About The Position

At HDR, our employee-owners are fully engaged in creating a welcoming environment where each of us is valued and respected, a place where everyone is empowered to bring their authentic selves and novel ideas to work every day. As we foster a culture of inclusion throughout our company and within our communities, we constantly ask ourselves: What is our impact on the world? Watch Our Story:' https://www.hdrinc.com/our-story' Each and every role throughout our organization makes a difference in our ability to change the world for the better. Read further to learn how you could help make great things possible not only in your community, but around the world. We’re adding a hands‑on ServiceNow CMDB Manager to lead platform administration for the CMDB and drive data quality, governance, and scalability across our ServiceNow ecosystem. You’ll own CMDB health metrics and data lifecycle, partner with admins/developers on Discovery, integrations, and upgrades, and translate stakeholder requirements into scalable platform solutions aligned to our operating model. This role blends advanced administration, data governance, and enablement—mentoring junior admins while collaborating with architects, product owners, and CI owners to mature the platform.

Requirements

Bachelor's degree in Computer Science/MIS-related area or equivalent work experience
A minimum of 5 years of experience with administration and support of technology systems
Experience on project design and implementation of infrastructure systems
Proficiency in Applications Admin II functions
In-depth technical knowledge of network and systems architectures and technologies
Ability to develop innovative ideas for generating new approaches to solve problems
Ability to gather technical requirements and translate into technology solutions
Excellent client services and interpersonal skills
Ability to communicate needs and new ideas with users and management
Ability to write technology evaluations and make recommendations to management
Ability to work with vendors to request service and work through defective product issues
Self-starter with the ability to handle multiple tasks and deadlines with minimal supervision
Attitude and commitment to being an active participant of our employee-owned culture

Nice To Haves

Minimum 5 years hands‑on ServiceNow administration with strong CMDB experience (governance, modeling, health dashboards).
Experience operating CMDB Health, Data Manager (lifecycle, attestation/certification), CMDB Workspace/CMDB 360, CI Class Manager, and Dynamic CI Groups.
ServiceNow Certified System Administrator (CSA)

Responsibilities

Provide advanced administration and operational support for the ServiceNow platform; lead on stability, performance, upgrades/patching, and production issue resolution.
Design, configure, and maintain workflows/flows, business rules, ACLs, and lightweight scripting to support business processes; manage update sets, migration processes, and platform upgrades under established governance.
Act as an escalation point for platform defects; perform root‑cause analysis and coordinate fixes with developers and vendors.
Administer and evolve the ServiceNow CMDB: ensure CIs are accurate, usable, and aligned to platform standards and data model guidance; execute approved configuration changes (classes, relationships, lifecycle attributes, data policies).
Operate and optimize CMDB tooling—including CMDB Health, Data Manager (lifecycle/attestation policies), CI Class Manager (identification & reconciliation), Dynamic CI Groups, and CMDB Workspace—to improve data quality and operational use.
Partner with ServiceNow developers/admins/SMEs to support Discovery, Service Mapping, and CI ingestion (including IntegrationHub ETL and authoritative sources); tune IRE (identification & reconciliation) and data precedence to prevent duplicates and staleness.
Define and track CMDB health KPIs (completeness, correctness, compliance, staleness, duplicates) and drive remediation with CI owners and technical teams.
Contribute to CMDB governance (standards, naming, class modeling, ownership, certification cycles) and evolve health metrics and foundational practices as the platform matures—without positioning the role as a standalone CMDB architect.
Partner with application managers, product owners, architects, and stakeholders to translate requirements into scalable ServiceNow solutions aligned to our data model and governance.
Provide technical guidance and mentoring to junior administrators and analysts.
Participate in platform roadmap discussions, technical reviews, and continuous improvement initiatives.
Support audits and compliance and apply security best practices related to the platform and CMDB data.
Help advance ServiceNow as an enterprise platform (not a set of disconnected modules) by promoting re‑use, out‑of‑box alignment, and data standards.