ServiceNow Configuration Manager (ITSM)

TL;DR

ServiceNow Configuration Manager (ITSM): Taking ownership of the Configuration Management process to ensure the quality, accuracy, and reliability of the ServiceNow CMDB with an accent on defining governance policies, data model, and CI relationships. Focus on collaborating with process owners, leading CMDB audits, and aligning practices with the platform strategy.

Location: Hybrid work model based in Riga, Latvia

Company

hirify.global is a leading software and digital engineering services company with global market reach, specializing in cloud, data, and software for thousands of enterprises and public-sector customers.

What you will do

• Own the Configuration Management process and ensure the health and quality of CMDB data.
• Define, develop, and maintain CMDB governance policies, including CI class models, naming conventions, and lifecycle states.
• Maintain and enhance the CMDB data model, structure, and CI relationships.
• Ensure configuration data is accurate, complete, compliant, and supports ITSM processes.
• Collaborate with Incident, Change, Problem, and other Process Owners to ensure correct usage of CI data.
• Lead CMDB audits and health checks, identifying gaps and driving corrective actions.
• Serve as the functional lead for CMDB-related tools and integrations, aligning with the ServiceNow platform strategy.

Requirements

• Strong hands-on experience with ServiceNow CMDB and configuration management practices.
• Solid understanding of CMDB structure, CI relationships, lifecycle management, and data modelling.
• Experience with running ITSM processes in ServiceNow.
• Knowledge of ITIL and ITSM frameworks.
• Analytical mindset with strong attention to detail and a drive for data quality.
• Ability to work collaboratively with cross-functional teams and stakeholders.
• English language proficiency (B2 or higher).

Nice to have

• ServiceNow certifications (e.g., CMDB, Discovery, ITOM).
• Experience of ServiceNow integrations and data ingestion methods.
• Experience supporting product onboarding or customer onboarding service processes in ServiceNow.
• Familiarity with audit and compliance activities related to configuration data.

Culture & Benefits

• A role with significant ownership and impact on ITSM and platform strategy.
• Collaborative environment partnering with skilled professionals across IT and business.
• Opportunities for growth within the ServiceNow and ITOM ecosystem.
• A chance to shape how the organization manages essential configuration and service data.
• Professional growth, open culture, and outstanding work-life balance.
• Flexible hybrid work model as part of the culture.
• Commitment to fostering a culture of collaboration, innovation, and customer focus.