Lead ServiceNow Configuration Developer

Lead ServiceNow Configuration Developer

Marlborough, MA - 3 Days Onsite per week

Contract; with possibility of extension

We are looking for a senior-level ServiceNow Configuration Developer to play a key role in advancing our service data and configuration management capabilities. This individual will take ownership of how service-related data is structured, maintained, and continuously improved within the ServiceNow CMDB.

This position emphasizes strong alignment to the Common Service Data Model (CSDM), maturity in Service Mapping practices, and the accurate representation of business and technical services. The goal is to ensure configuration data reflects real-world environments and effectively supports ITSM and ITOM operations.

You will collaborate closely with configuration management leadership, service stakeholders, and IT process owners to ensure the platform remains scalable, reliable, and aligned with governance standards.

What You’ll Be Responsible For

Service Modeling & Data Governance

• Oversee the design and ongoing maintenance of service models in alignment with CSDM and enterprise architecture standards
• Ensure consistency across Business, Application, and Technical Services by applying standardized modeling approaches
• Establish and enforce naming conventions, data standards, and quality controls for configuration items
• Partner with service and application owners to ensure models remain accurate and reflect current-state operations
• Evaluate and approve changes to service structures, ensuring adherence to governance and architectural principles

Service Mapping & Dependency Accuracy

• Help define and execute the organization’s Service Mapping strategy and roadmap
• Set expectations for mapping completeness, coverage, and discovery scope across critical services
• Validate relationships between infrastructure components, applications, and services to ensure accuracy
• Work with engineering teams to improve discovery patterns and resolve mapping inconsistencies
• Enhance the reliability of automated discovery and dependency mapping

Data Integrity & Operational Alignment

• Ensure ITSM processes (Incident, Change, Problem, Request) are properly aligned to the correct services within ServiceNow
• Support incident response by validating service relationships and impact during outages or major incidents
• Maintain service classification attributes such as criticality, tiering, and business impact
• Identify and reduce discrepancies between the CMDB and live production environments
• Track and report on key data quality metrics to drive improvements in completeness and accuracy

Stakeholder Collaboration & Enablement

• Serve as a subject matter expert on service modeling, CSDM, and Service Mapping within ServiceNow
• Guide stakeholders on best practices, governance expectations, and data ownership responsibilities
• Lead workshops to onboard new services and refine existing service models
• Drive initiatives to streamline and rationalize service portfolios, eliminating redundancy
• Work closely with ITSM and ITOM teams to ensure configuration data supports operational processes

Governance, Compliance & Optimization

• Assist in maintaining configuration management policies, standards, and procedures
• Support audit and compliance efforts by ensuring configuration data meets required standards
• Identify opportunities to automate validation, reconciliation, and maintenance of CMDB data
• Stay current on ServiceNow capabilities and evolving CSDM frameworks, recommending improvements where appropriate

What We’re Looking For

• Extensive hands-on experience managing ServiceNow CMDB, Discovery, and Service Mapping in enterprise environments
• Strong working knowledge of CSDM and its practical implementation
• Familiarity with ITIL-based processes and how they leverage configuration data
• Ability to translate complex technical relationships into clear, business-aligned service models
• Strong communication skills with the ability to work across technical and non-technical teams
• Proven experience leading service modeling and data governance initiatives