Manager ServiceNow CMDB & Asset Governance

Legend Biotech is seeking a Manager ServiceNow CMDB & Asset Governance as part of the Information Technology team based in Bridgewater, NJ.

Role Overview

The Manager ServiceNow CMDB & Asset Governance is a critical technical role responsible for the integrity, accuracy, and governance of the Configuration Management Database (CMDB) and IT Asset Management (ITAM) processes within Legend's ServiceNow environment.

This role owns the end-to-end CMDB lifecycle, from automated device discovery via Microsoft Intune Graph API integration to CI class governance, hardware asset tracking, and compliance reporting. The ideal candidate brings strong API expertise, deep knowledge of Microsoft Intune and Microsoft Entra ID, and proven experience maintaining enterprise-grade CMDB data quality in regulated environments driving standardized, automated lifecycle processes to reduce manual effort and improve scalability.

Key Responsibilities

• Lead the stabilization and transformation of CMDB and IT Asset Management processes within ServiceNow. The role focuses on improving data quality, governing multiple data sources (Discovery, Intune, and manual inputs), establishing sustainable ownership and lifecycle management.
• Deep knowledge of the CMDB data model, CI class hierarchy, IRE (Identification & Reconciliation Engine), Discovery patterns, probes, sensors, and service mapping. Experience with CSDM (Common Service Data Model) alignment.
• Own and maintain the ServiceNow CMDB (Polaris) across all CI classes, compute, network, application, cloud, and mobile. Ensuring data accuracy, completeness, and health.
• Administer CMDB identification rules, reconciliation policies, and deduplication logic to prevent duplicate or orphaned CI records.
• Execute and manage Data Manager policies for bulk CI updates, retirement, deletion, and archival.
• Create and maintain CMDB queries, Dynamic CI Groups, and health dashboards for CI class owners, analysts, and management.
• Ensure the CMDB is updated upon successful change implementation and reflects accurate service-impact data.
• Ability to design, deploy, and manage Service Now MID Server clusters across network segments. Deep knowledge of ECC queue processing, MID Server capabilities (Discovery, Orchestration, Event Management), upgrade procedures, credential stores, and SSL/TLS configuration. Must be able to diagnose MID Server connectivity failures, probe timeouts, and ECC queue backlogs independently.
• Build a trusted CMDB & IT Asset Governance foundation that enables reliable operations, decision-making, and audit readiness.
• Manage the full hardware asset lifecycle, procurement, allocation, assignment, maintenance, and retirement,  within ServiceNow alm_hardware and cmdb_ci_hardware tables.
• Maintain accurate asset records including ownership, financial data, stockroom location, support accountability, and legal entity assignment.
• Govern the three-tier asset onboarding model used at Legend Biotech:
  
  • Automatic pull from Microsoft Intune (First Preference)
  • ESC catalog item–driven ITAM admin updates (Second Preference)
  • Direct CMDB/asset table updates by ITAM admins (Third Preference)
• Manage asset offboarding and state transitions through ServiceNow SCTASK resolver workflows.
• Proficiency in Microsoft Endpoint Manager / Intune device inventory, compliance policies, and Graph API. Ability to build automated sync pipelines that populate and reconcile ServiceNow CMDB hardware CIs from Intune data.
• Own and maintain the Microsoft Intune Graph Connector Plugin (sn_intune_integrat) integration within ServiceNow, including:
  • Scheduled imports from Microsoft Graph API (https://graph.microsoft.com/v1.0/deviceManagement/managedDevices)
  • Staging table management (sn_intune_integrat_computer)
  • Transform maps to cmdb_ci_computer CMDB records.
• Manage Entra App Registration authentication for Graph API connectivity.
• Monitor and resolve integration failures, data sync gaps, and field mapping issues between Intune and CMDB.
• Maintain field mappings including deviceName, serialNumber, operatingSystem, userPrincipalName, chassisType, and discovery source (SG-Intune).
• Collaborate with the Identity team to ensure accurate user-to-device and user-to-CI associations via Entra ID sync into ServiceNow sys_user table.
• Support and maintain Entra ID → ServiceNow field mapping and dynamic reference table updates (Department, Cost Center, Country, Company).
• Ensure Entra App Registration, OAuth, and REST Message configurations remain functional and secure for CMDB and asset data flows.
• Proficient in Table API, Aggregate API, Import Set API, Attachment API, and Scripted REST API development. Must be able to design authentication flows (OAuth 2.0, Basic, mTLS), build payload transformation logic in server-side JavaScript, and implement robust error handling and retry patterns. Design, build, and maintain REST API integrations between ServiceNow CMDB and external platforms (Microsoft Intune, Entra ID, Azure SQL, Logic Apps).
• Champion ServiceNow IntegrationHub and ServiceNow Flow Designer.
• Develop and manage Scripted REST APIs, Transform Maps, Business Rules, and Scheduled Jobs for automated CI and asset data synchronization.
• Troubleshoot and resolve API failures, authentication issues (OAuth/HTTPS), and data transformation errors.
• Support enterprise integration flows including Workday → ServiceNow → Entra for user lifecycle events that impact CMDB and asset records.
• Manage ServiceNow ITOM Discovery (MID Server) to ensure accurate and continuous discovery of compute, network, and cloud CIs.
• Configure and tune Discovery schedules, patterns, and probes for Legend Biotech's hybrid infrastructure (on-prem + Azure cloud).
• Work with CI class owners to resolve Discovery errors across compute, network, application, and cloud resources.
• Recommend defined ownership and accountability for CI and asset data across all technology teams.
• Produce CMDB health reports, asset compliance dashboards, and lifecycle analytics for IT leadership and audit stakeholders.
• Ensure CMDB and asset data supports GxP, audit, and regulatory requirements consistent with Legend Biotech's quality standards.
• Support governance and audit reporting for hardware asset ownership, managed-by accountability, and support-group assignments.
• Institutionalize strong data governance across Discovery, Intune, and manual inputs to ensure consistency and integrity.
• The position will exercise full autonomy and identify opportunities to automate workflows and improve platform efficiency without waiting for direction.
• Serve as a subject-matter expert (SME), advising teams on best practices and platform capabilities, engage directly with senior business stakeholders, and guide development teams through delivery while ensuring compliance with governance and architectural standards.

Requirements

• Bachelor's degree in information technology, Computer Science, Business Administration, or related field required.
• ServiceNow certifications (e.g., Certified System Administrator, Certified Application Developer, CIS-ITSM, CIS-ITOM or GRC).
• ITIL v4 certification or similar service management credentials.
• Minimum of 8–12 years of progressive experience in Information Technology, including at least 3–5 years managing teams in end-user services or digital workspace environments in the healthcare industry.
• Experience supporting large, complex enterprise environments is strongly preferred. Advanced knowledge of endpoint management platforms like Intune, JAMF, SCCM.
• Certification in ITIL desired.
• Experience with Workday and HRSD modules desired.
• Strong expertise with Microsoft Intune and Microsoft Entra ID (Azure AD), including Graph API integration.
• Strong API skills, REST API design, OAuth, JSON, scripted integrations, and troubleshooting.
• Hands-on experience with ServiceNow Intune Graph Connector Plugin, staging tables, and transform maps.
• Experience with CMDB identification rules, deduplication, Data Manager, and CI class governance.
• Proficiency with ServiceNow scripting: Business Rules, Script Includes, Scheduled Jobs, REST Messages.
• Strong understanding of ITIL processes (Configuration, Asset, Change). Experience with data governance, normalization, and reconciliation.
• Extensive experience with Excel- Pivot tables, macros, etc.
• Experience with Power BI and data analysis.
• Experience with REST APIs, GraphQL, SOAP APIs, gRPC, sFTP, Kafka, MQTT a plus.
• Language: English, Mandarin added advantage

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