ServiceNow CMDB Manager

CMDB Manager

Wilmington, DE

Monday – Friday 8:00 am – 5:00 pm

Remote

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.

Some of the things that you will be doing:

Technical

• Possess deep technical expertise in ServiceNow Configuration Management Database (CMDB) including data quality and data relationships.
• CMDB Design & Health Collaboration: 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.
• Strong working knowledge of other ITOM modules, especially Discovery, Service Mapping.
• Strategic Planning: Contribute to the development and execution of the ITOM/CMDB roadmap, aligning it with the organization's overall IT strategy and business objectives.
• IT Operations Management leadership: Lead the management and optimization of ITOM, ensuring it meets business requirements and operational needs.
• Solution Design: Assist with designing robust, scalable, and secure ServiceNow ITOM solutions, including Discovery, Service Mapping, Event Management, Operational Intelligence, and Orchestration.
• Stakeholder Engagement: Work closely with business stakeholders to gather requirements, define processes, and translate them into effective ServiceNow solutions that drive business value.
• Staying Current: 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.
• Reporting & Analytics: Develop and maintain reporting dashboards, KPIs, and other data-driven insights for business leaders. Use reporting to identify trends, issues, and opportunities for improvement.
• Code Quality & Standards: 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.

People and Team Management

• 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.

What technical skills, experience and qualifications do you need?

• 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.

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