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Job Overview
Plan A Technologies is looking for an ITSM Specialist to lead the evolution of our configuration management ecosystem.
The adecuado candidate is a hybrid expert: part technical engineer (Discovery, IRE, Scripting) and part strategic data governor (CSDM, ITIL, Data Quality).
Your mission is to ensure our ServiceNow platform provides a "Single Source of Truth" that is accurate, automated, and aligned with business outcomes.
Please note: you must have at least 6+ years in IT Service Management (ITSM) with a heavy focus on Configuration Management and 4+ years of hands-on technical experience in the ServiceNow platform to be considered for this role.
Job Responsibilities
Drive the adoption and maturation of the Common Service Data Model (CSDM) framework across the organization.
Design and maintain a lean, high-performing CMDB table structure, managing class hierarchies (cmdb_ci, cmdb_rel_ci) while strictly preventing class sprawl.
Define Business Service and Application Service modeling standards to support ITOM and ITSM visibility.
IRE Mastery: Configure and maintain the Identification and Reconciliation Engine (IRE) to ensure data integrity from multiple sources (SCCM, AWS, Azure, Ardoq, etc.).
Discovery & Mapping: Oversee Horizontal and Cloud Discovery patterns.
Lead Service Mapping (Top-Down) initiatives to connect infrastructure to business value.
Scripting: Develop Business Rules, Script Includes, and Flow Designer actions to automate CI lifecycle management and data cleanup.
Own the CMDB Health Dashboard, enforcing strict metrics for Completeness, Compliance, Correctness, and Freshness.




Implement Data Certification filters and Orphan CI rules to proactively manage data rot.
Establish "Precedence Rules" to manage conflicting data from various integrations.
Act as the primary advocate for ITIL Configuration Management best practices.
Facilitate workshops with Business Service Owners and Technical Teams to define CI ownership and relationship requirements.
Bridge the gap between IT Asset Management (ITAM) and Operations (ITOM), ensuring license normalization and hardware lifecycles are reflected in the CMDB.
Experience
6+ years in IT Service Management (ITSM) with a heavy focus on Configuration Management.
4+ years of hands-on technical experience in the ServiceNow platform.
Mandatory Certifications: ServiceNow Certified Implementation Specialist (CIS) – Discovery or Service Mapping.
ITIL v3 or v4 Foundation (Intermediate/Expert levels are a plus).
Deep mastery of the Common Service Data Model (CSDM 4.0).
Proven ability to map Business Services to technical CIs.
Advanced knowledge of the ServiceNow schema, specifically the cmdb, cmdb_ci, and cmdb_rel_ci tables.
Experience in designing CI class hierarchies and managing extensions while actively preventing Class Sprawl.
2+ years of experience configuring the Identification and Reconciliation Engine (IRE).
Must be able to set precedence, identification,



and reconciliation rules to maintain a "Single Source of Truth.
"
Hands-on experience with Horizontal and Cloud Discovery (AWS, Azure, GCP).
Proven track record of integrating ServiceNow with Endpoint/Infrastructure (SCCM, AWS Config, Azure) and Enterprise Architecture (Ardoq).
Solid understanding of Service Mapping (Top-Down) and its dependency on a healthy CMDB.
Experience defining and enforcing CMDB Health Metrics (Completeness, Compliance, Correctness, and Freshness).
Daily use of the CMDB Health Dashboard, Orphan CI rules, and Data Certification tasks.
Understanding of the intersection between Hardware/Software Asset Management (HAM/SAM) and the CMDB, including license normalization.
Ability to write and troubleshoot Business Rules, Script Includes, and Fix Scripts for data cleanup.
Experience building automated workflows using Flow Designer and Subflows.
Intermediate proficiency in GlideRecord and Javascript.
Expert use of the CMDB Query Builder, Performance Analytics, and standard Dashboarding to report on infrastructure health.
Experience defining roles (e.g., Configuration Manager, CI Owner) and writing formal Governance Policies.
Ability to facilitate workshops with technical teams and Business Owners to define CI relationships and ownership.
A "Data First" mindset—ensuring that the CMDB supports Incident, Change, and Problem management processes effectively.
Strong communication and collaboration.
Strong analytical, organizational, and detail-oriented mindset.
Excellent verbal and written English communication skills.
Initiative and drive to do great things.
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Postúlate en Kit Empleo: kitempleo.cl/empleo/1cnn4r

📌 Itsm Specialist (Santiago)
🏢 Plan A technologies
📍 Santiago