job description
Join Keywords Studios as a ServiceNow CMDB Manager and take the lead in maintaining the integrity, accuracy, and efficiency of our Configuration Management Database (CMDB). In this critical role, you will ensure that our IT infrastructure data is consistently up-to-date, enabling seamless service delivery, incident resolution, and strategic decision-making across the organization.
Based in the vibrant and dynamic locations of Bali, Indonesia (including Canggu, Ubud, Denpasar, and more), you will collaborate with cross-functional teams to optimize CMDB processes, implement best practices, and drive continuous improvement in our IT service management (ITSM) framework. This is a unique opportunity to work in a global company while enjoying the work-life balance that Bali offers.
If you are passionate about ITIL processes, ServiceNow administration, and data governance, and thrive in a fast-paced, innovative environment, we want to hear from you!
Responsibility
- Oversee the design, implementation, and maintenance of the ServiceNow CMDB to ensure data accuracy, consistency, and completeness.
- Develop and enforce CMDB policies, standards, and procedures in alignment with ITIL best practices.
- Collaborate with IT teams to identify, classify, and document configuration items (CIs) and their relationships.
- Monitor and audit CMDB data integrity, resolving discrepancies and ensuring compliance with organizational standards.
- Automate CMDB processes using ServiceNow workflows, scripts, and integrations to improve efficiency.
- Provide training and guidance to stakeholders on CMDB usage, data entry, and reporting.
- Generate and analyze CMDB reports and dashboards to support decision-making and IT service improvements.
- Stay updated with ServiceNow updates and industry trends to recommend enhancements to the CMDB.
Qualifications
- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- Minimum 5+ years of experience in IT service management, with at least 3 years in CMDB management.
- Hands-on experience with ServiceNow CMDB, ITSM, and ITIL processes (ITIL v4 certification is a plus).
- Strong understanding of configuration management, data modeling, and relational databases.
- Proficiency in ServiceNow scripting (JavaScript, Glide API) and automation tools.
- Excellent analytical, problem-solving, and communication skills.
- Ability to work collaboratively in a global, cross-functional team.
- Experience in auditing, compliance, and data governance is highly desirable.