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The CSC ServiceNow CMDB Manager oversees the Configuration Management Database (CMDB) to maintain a single source of truth for IT assets and services by ensuring data accuracy through discovery and data quality processes.
Responsibilities
Oversee the design and maintenance of the Configuration Management Database (CMDB), ensuring data integrity, normalization, and reconciliation rules are effectively implemented.
Ensure the CMDB aligns with the organization's CSDM framework to promote a unified and standardized data model.
Contribute to the development and execution of the ITOM/CMDB roadmap, aligning it with the organization's overall IT strategy and business objectives.
Lead the management and optimization of ITOM, ensuring it meets business requirements and operational needs.
Assist with designing robust, scalable, and secure ServiceNow ITOM solutions, including Discovery, Service Mapping, Event Management, Operational Intelligence, and Orchestration.
Work closely with business stakeholders to gather requirements, define processes, and translate them into effective ServiceNow solutions that drive business value.
Stay up to date with the latest ServiceNow ITOM releases, features, and industry trends, recommending their adoption where beneficial, lead continuous improvement initiatives that increase platform usability and user satisfaction.
Develop and maintain reporting dashboards, KPIs, and other data-driven insights for business leaders.
Use reporting to identify trends, issues, and opportunities for improvement.
Establish and enforce coding standards, best practices, and governance for all ITOM development and configurations.
Establish a process for regular code reviews.
Serve as a role model by demonstrating commitment to company values, high performance standards, workplace diversity, and driving results.
Foster a culture of collaboration, accountability, and continuous learning.
Represent the team in cross-functional initiatives and external engagements, such as ServiceNow conferences and product strategy sessions.
Create an environment that values employees and encourages cooperation, open communication and teamwork.
Serve as a role model by demonstrating commitment to company values, high performance standards, workplace diversity, and driving results.
Requirements
Bachelor’s degree in computer science or related field required.
Minimum of ten (10) years of infrastructure leadership experience.
Minimum of five (5) years of recent experience with ServiceNow platform.
Strong understanding of ServiceNow modules such as ITSM, ITOM, and SPM.
Experience with ServiceNow integrations, workflows, and automation.
Proven track record of successfully leading ServiceNow projects and teams.
Exceptional leadership, communication, and interpersonal skills.
Strong analytical and problem-solving abilities.
An ability to provide excellent customer service through understanding the impact of services and delivering a highly reliable service that meets customers’ needs and expectations.
Direct management of cross-functional, sourced, or matrixed teams.
Strong process management, negotiating, influencing and problem resolution skills.
Proven ability to effectively prioritize and execute in a high-pressure environment.
Understanding of ITIL framework.
Knowledge of business environment, service requirements, and financial services sector.
Demonstrated ability to assess customer/client needs, creatively approach solutions, decide and influence appropriate courses of action.
Strong verbal and written communication skills with the ability to articulate complex technical ideas in easy-to-understand business terms.
Ability to accomplish results through others, particularly by establishing relationships, effective controls and leading in a managed service environment.
Nice-to-haves
Deep technical expertise in ServiceNow Configuration Management Database (CMDB) including data quality and data relationships.
Strong working knowledge of other ITOM modules, especially Discovery, Service Mapping.
