CMDB Administrator (Enterprise ITSM / Hybrid Multi-Cloud Environment)

Job Title: CMDB Administrator (Enterprise ITSM / Hybrid Multi-Cloud Environment)

Department: IT

Reports To: Service Management Lead / Head of IT Department

Work Details:

• Location: Sharjah, UAE
• Industry: Government Sector IT Transformation
• Contract Duration: 12 months (extendable to long-term/permanent)
• Notice Period: 30 days or less
• Work Hours: 8:00 AM 5:00 PM (UAE Standard Time)
• Benefits:
• Self benefits as per UAE Labor Law
• Annual Air Ticket (up to AED 3,000 for self)
• Medical Insurance (Sukoon) for Family ( spouse and up to 2 children )

Job Summary:

We are seeking a highly experienced Senior CMDB Administrator to join a large-scale IT transformation program within the Government Sector. The role entails designing, building, administering, and maintaining an enterprise Configuration Management Database (CMDB) within a highly complex hybrid environment. This includes on-premise data centers, sovereign cloud, VMware/AVS, Azure, Oracle Cloud, OpenShift, SDS, enterprise applications, and integration across 290+ government entities.

The successful candidate will ensure CMDB integrity, automated discovery, accurate CI relationships, service topology mapping, compliance, and alignment with ITIL-based ITSM processes. You will serve as the central point for maintaining a single source of truth, enabling operational excellence, governance, automation, and executive reporting.

Key Responsibilities:

1. CMDB Design, Architecture & Administration

• Architect and operate a scalable enterprise CMDB for multi-cloud (Azure, Oracle, AVS), VMware, OpenShift, containers, SaaS/XaaS, and network/storage/middleware stacks.
• Define CI classes, attributes, relationships, lifecycle states, and dependency models.
• Establish a dynamic CMDB structure mapping business services, technical services, applications, infrastructure, cloud resources, and network topologies.

1. Discovery & Service Mapping (Highly Critical)

• Deploy and manage ServiceNow Discovery, Service Mapping, MID Servers (multi-zone/DMZ/cloud), and cloud discovery connectors.
• Implement patterns for L2-L7 dependency mapping, multi-tier apps, microservices, APIs, containers, and OpenShift services.
• Create custom discovery patterns and extend OOTB capabilities.

1. CI Relationship & Dependency Governance

• Ensure accurate relationships across applications, infrastructure, services, compute, storage, network, and cloud workloads.
• Maintain service dependency maps for incident correlation, root cause analysis, change impact assessment, and service dashboards.

1. Data Quality, Compliance & Governance

• Establish a CMDB data quality framework with compliance rules, reconciliation criteria, completeness/accuracy metrics (98%), and duplicate detection.
• Create and enforce CMDB governance policies aligned with ITIL v4, internal ITSM governance, and government audit/compliance requirements.

1. CMDB Integrations & Automation

• Integrate CMDB with ITSM, SAM tools, APM/NPM, monitoring platforms (Dynatrace, Prometheus, ELK), API gateways, FinOps tools, and security platforms.
• Build automation workflows using Flow Designer, IntegrationHub, REST/SOAP APIs, PowerShell, and Python.

1. Support ITSM / Service Operations

• Ensure CMDB is the core data source for change impact analysis, incident management, asset tracking, service health dashboards, and entity onboarding.
• Provide CMDB insights to NOC/SOC teams for correlation and triage.

1. Documentation & Reporting

• Produce detailed documentation: CI models, discovery architecture, MID server design, service maps, runbooks, SOPs, data quality policies, and governance models.
• Generate CMDB dashboards for leadership, service management, cloud, and operations teams.

1. Stakeholder Management

• Collaborate with Service Management, Infrastructure, Cloud, Network, Security, Digital/Application teams, DevOps, FinOps, Procurement, and vendors.

Qualifications & Experience:

• 712 years in CMDB administration, ITSM, or configuration management.
• Strong expertise in ServiceNow CMDB, Discovery, Service Mapping, and MID Server architecture.
• Experience managing CMDB in large-scale hybrid environments (sovereign cloud, Azure, AVS, Oracle, VMware, OpenShift/Kubernetes).
• Solid understanding of ITIL v4, IT operations, and service management.

Skills & Competencies:

• Technical: CMDB modeling, ITSM integration, infrastructure (compute, storage, network, virtualization, Kubernetes, cloud), discovery pattern development, scripting (Python, PowerShell, JavaScript).
• Soft Skills: Excellent documentation, communication, analytical thinking, problem-solving, stakeholder management, detail-oriented, organized.
• Preferred Certifications: ServiceNow CMDB/Discovery/Service Mapping certifications, ITIL v4 Managing Professional/Foundation, Azure/VMware/Oracle cloud certifications.

Key Deliverables:

• Fully mapped CMDB with accurate CIs and dependencies.
• Service maps for all critical applications and entities.
• CMDB data quality score 98%.
• CMDB governance framework and documentation.
• Automated discovery and reconciliation across cloud and on-prem.
• Alignment with ITSM processes and operational dashboards.

KPIs:

• CMDB data quality score
• % of automated CI updates via discovery
• Number of documented service maps
• CMDB compliance with ITSM processes
• Discovery coverage across technology domains
• Reduction in incidents caused by inaccurate CMDB data

Works closely with: Cloud, Infrastructure, Security, Digital, DevOps, NOC, SAM/Procurement, and Vendors.