ServiceNow Configuration Lead CR

Hologic is seeking a ServiceNow Configuration Lead on our Global IT function and in this role under our dynamic collaboration team, you will be responsible for the governance, integrity, and continual improvement of service-related configuration data within the ServiceNow CMDB. This role is heavily focused on CSDM adoption, Service Mapping maturity, and accurate modeling of Business, Application, and Technical Services, ensuring they reflect true operational reality and support effective ITSM/ITOM processes. 

This position works closely with the CMDB lead, Service Owners, and process owners (Incident, Change, Problem, Request, etc.) to maintain a reliable, scalable, and compliant configuration management practice on the ServiceNow platform. As such, candidates will need to have strong proficiency specific to ServiceNow to be considered for this role.

Key Responsibilities 

Service Modeling & CSDM Governance 

• Govern and maintain the service model within ServiceNow in alignment with CSDM standards and enterprise architecture guidelines. 
• Co-own governance of Business Services, Application Services, Technical Services, and Service Offerings to ensure consistent, reusable patterns. 
• Define and enforce modeling standards, naming conventions, and data quality rules for service-related CIs. 
• Collaborate with Service Owners and Application Owners to ensure services are modeled correctly and kept up to date. 
• Review, challenge, and approve new or modified service model structures to ensure architectural and CSDM compliance. 

Service Mapping & Dependency Management 

• Co-govern the Service Mapping strategy, roadmap, and implementation within ServiceNow. 
• Define and maintain standards for mapping completeness, discovery scope, and coverage across critical services. 
• Validate discovered application and infrastructure dependencies, ensuring accurate relationships between CIs and services. 
• Partners with technical teams to refine patterns, troubleshoot mapping issues, and improve automated discovery and service mapping accuracy. 

Operational Service Integrity & Data Quality 

• Ensure Incidents, Changes, Problems, and Requests are associated with the correct Business and Application Services in ServiceNow. 
• Validate service impact and dependency information during major incidents and outages to support effective triage and root cause analysis. 
• Maintain and validate service criticality, tiering, and impact attributes to support SLAs, SLOs, and prioritization. 
• Monitor and reduce configuration drift at the service layer, ensuring the CMDB reflects current-state production environments. 
• Define and track KPIs/metrics (e.g., service data completeness, accuracy, and usage) to drive continuous improvement. 

Stakeholder Engagement & Service Owner Enablement 

• Act as a subject matter expert (SME) on CSDM, Service Mapping, and service modeling within the ServiceNow platform. 
• Educate Service Owners, Application Owners, and process owners on service modeling best practices, data responsibilities, and governance policies. 
• Plan and facilitate service modeling and service mapping workshops to onboard new services and refine existing ones. 
• Lead service rationalization efforts to eliminate redundant or unused services, improving clarity and reducing complexity. 
• Partner with ITSM/ITOM process owners to ensure configuration data effectively supports Incident, Change, Problem, Request, and Event Management. 

Governance, Compliance & Continuous Improvement 

• Support the CMDB lead in maintaining the Configuration Management Plan, policies, and procedures. 
• Contribute to audits and compliance activities by ensuring configuration and service data meets internal and regulatory requirements. 
• Identify opportunities to automate data quality checks, reconciliation, and maintenance activities within ServiceNow. 
• Stay current with ServiceNow platform capabilities, CSDM versions, and best practices, and recommend enhancements to the configuration management practice. 

Preferred Skills and Experience

• At least 8 years of progressive hands-on experience with ServiceNow CMDB, Discovery, and Service Mapping in large enterprise environments
• Strong understanding of CSDM (Common Service Data Model) and its application in large enterprises
• Familiarity with ITIL/ITSM/ITOM processes and how they consume CMDB and service data
• Ability to translate technical dependencies into clear, business-relevant service models
• Strong communication and facilitation skills to work with both technical and non-technical stakeholders
• Over 5 years of hands-on experience with ServiceNow CMDB, Discovery, and Service Mapping in large enterprise environments