[Hiring] Service Management ITSM CMDB Advisor @Nordic Healthcare Group (NHG)

Role Description

The Service Management CMDB Advisor possesses an advanced understanding of ITIL processes and principles and a highly technical knowledge of Configuration Management Database (CMDB) requirements. Responsibilities include implementing, configuring and maintaining all CMDB policies, processes, work instructions and activities in compliance with the ITIL framework. This role works with the teams necessary to define and implement all mechanisms needed to ensure full control of the Configurable Items and maintaining an up-to-date record of those items.

Key Responsibilities

• Drive the end-to-end deployment of ITOM Visibility, including robust Discovery and automated Service Mapping to define business service dependencies.
• Act as the technical authority for the Identification and Reconciliation Engine (IRE), defining data source precedence and maintaining high-integrity data in a multi-source CMDB environment.
• Champion the adoption of CSDM 4.0 standards, ensuring all technical assets are accurately mapped to business services and application portfolios.
• Partner with Incident, Change, and Major Incident management teams to provide real-time impact analysis, reducing MTTR through dependency visualization.
• Act as the primary liaison between ITOM and functional teams, including Application Portfolio Management (APM) and Asset Management (SAM/HAM), ensuring data consistency across all platforms.
• Ensure that the Configuration Items required to deliver services are accurate and reliable.
• Perform configuration audits to check that the physical IT inventory is consistent with the asset and CMDB and initiate necessary corrective action.
• Maintain traceability of all current and historical data relative to each configuration item throughout its life cycle.
• Identify and implement opportunities to better govern inventory and CMDB processes through continual service improvement.
• Ensure configuration management processes, workflows, and activities are documented and followed.
• Perform data entry to populate non-discoverable software and hardware CI data in the ITSM CMDB.
• Engage and work with field resources and IT service delivery teams to identify and collect missing Configuration Item (CI) information.
• Provide ad-hoc reports for Configuration Items.

Qualifications

• Bachelor's degree and 5 years of related experience, a Master's degree and 3 years of related experience, or 8 years of related experience and no degree.
• Degree in computer science, information technology, engineering, system analysis or a related study, or equivalent experience.
• 5+ years’ experience in ServiceNow platform administration or architecture, with a specific focus on CMDB/ITOM suite.
• ITIL v4 certification required.
• Knowledge of Information Technology principles and processes.
• Understanding of Discovery patterns, JavaScript, and JSON.
• Proven success in configuring IRE rules and Service Graph Connectors is preferred.
• Understanding of IT standards and controls.
• Demonstrated ability to execute top-down service mapping to provide visibility into application traffic patterns and infrastructure dependencies.
• Excellent analytical, planning, organizational and technical skills.
• Excellent written and verbal communication skills.
• Specific experience in process optimization in a technology environment.
• Exposure to multiple, diverse technologies, platforms, and processing environments.
• Good understanding of strategic and emerging technology trends, and the practical application of existing and emerging technologies to new and evolving business and operating models.
• Experience working in healthcare is required.
• Experience developing internal and external relationships.
• Experience delivering presentations to leadership, customer and technical audiences.

Requirements

• Travel including overnight domestic trips may be required (10% travel).

Benefits

• Nordic is an equal opportunity employer.
• We are committed to creating an inclusive environment for all employees and applicants.
• We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, marital or veteran status, or any other protected status under applicable federal, state, or local laws.
• We encourage individuals of all backgrounds to apply, including women, minorities, individuals with disabilities, and veterans.