We are looking for an experienced ServiceNow CMDB Administrator/Specialist to join our team in Lisbon. This role will be responsible for the administration, governance, optimization, and continuous improvement of the ServiceNow CMDB, ensuring data quality, platform performance, and successful alignment with ITSM processes.

Work model: Hybrid (2-3 days per week in the Lisbon office)

Key Responsibilities

CMDB Administration & Governance

Manage and continuously improve CMDB health and data quality.
Review and optimize the existing CMDB configuration, including:
Configuration Items (CIs)
Attributes and relationships
Groups and teams
Workflows and data structures
Prepare and maintain the CMDB to support the effective implementation and maturity of ITSM processes.
Develop and manage standard data load templates for data imports.
Ensure CMDB governance, consistency, and alignment with best practices.

ServiceNow Platform Administration

Coordinate platform upgrades and changes to the ServiceNow instance.
Manage user access, roles, groups, and permissions.
Monitor and maintain platform performance through regular health checks.
Deploy update sets from non-production environments.
Configure automated notifications, alerts, reports, and scheduled reports.
Manage technical documentation and operational procedures.

Support & Continuous Improvement

Troubleshoot day-to-day operational and system issues.
Perform root cause analysis and recommend permanent solutions and workarounds.
Identify and propose automation opportunities to improve efficiency.
Lead and support continuous improvement initiatives.
Contribute to process optimization and operational excellence across the platform.

Stakeholder Management & Training

Work closely with ITSM Process Owners to support process adoption and optimization.
Collaborate daily with ServiceNow Administrators, Developers, and Business Analysts.
Engage with CMDB users to understand requirements and improve user experience.
Provide process and platform training to business owners and key stakeholders.

Required Qualifications

Bachelor's Degree in Computer Science, Information Technology, Engineering, or equivalent experience.
Minimum of 5 years of experience in a similar ServiceNow administration role.
Proven expertise in:
ServiceNow CMDB configuration, administration, and usage
ServiceNow platform management and deployment
Incident investigation and problem resolution
Strong analytical and problem-solving skills.
Excellent communication and stakeholder management skills.
Professional proficiency in English ( B2-C1 level ).

Technical Skills

Mandatory

ServiceNow CMDB Administration and Configuration
ServiceNow Platform Management
ServiceNow Development and Deployment
JavaScript
HTML
XML
REST APIs
SOAP Web Services
Workflow configuration and automation
Update Sets management
User, Role, and Group administration

Nice to Have

Strong knowledge of ITSM processes and modules.
Experience working in ITIL-based environments.
Knowledge of ServiceNow delivery best practices and governance frameworks.

ServiceNow CMDB System Administrator

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