Servicenow CMDB Manager

Job highlights

• 10-15 years experience with ServiceNow ITOM, CMDB, ITOM Discovery, Service Mapping, AI tools like ChatGPT or Claude, and executive stakeholder management
• Lead configuration management governance, ensure CMDB compliance and accuracy, drive CMDB health and operational excellence, engage business and IT stakeholders, and support AI-driven process improvements

Position: Configuration Manager

Exp: 10-15 Years

Mandatory Skills: ServiceNow & ITOM, ServiceNow CMDB, ITOM Discovery, Service Mapping, Business & Leadership, Executive stakeholder management, CMDB Accuracy, CMDB Completeness, Certification Compliance, Experience identifying opportunities to apply AI to governance, Experience using AI tools such as Claude ChatGPT Microsoft Copilot or similar platforms.

Role

Configuration Management Governance

• Lead Configuration Management Board meetings and governance cadences.
• Establish and maintain configuration management policies, standards, controls, and procedures.
• Own certification, attestation, and configuration compliance processes.
• Ensure CMDB governance requirements are implemented consistently across the enterprise.
• Drive resolution of CMDB risks, exceptions, and data quality issues.

CMDB Health & Operational Excellence

• Define and track CMDB maturity, accuracy, completeness, and ownership KPIs.
• Oversee remediation of stale, orphaned, duplicate, and inaccurate Configuration Items (CIs).
• Ensure ongoing operational hygiene of CMDB processes.
• Identify improvement opportunities to increase CMDB reliability and trust.

Business & Stakeholder Engagement

• Serve as the primary liaison between IT, Infrastructure, Security, Platform Engineering, Application Teams, and Business stakeholders.
• Conduct workshops with business and technology teams to understand critical services, dependencies, ownership models, and operational requirements.
• Engage with global stakeholders to improve CMDB adoption across business functions.
• Drive alignment between business objectives and Configuration Management practices.
• Present governance metrics, risk insights, and maturity updates to executive leadership.
• Facilitate discussions across multiple stakeholders and drive consensus on ownership and accountability.
• Lead stakeholder communications for CMDB transformation initiatives.

Continuous Improvement

• Support enterprise CMDB maturity programs.
• Drive process automation and operational improvements.
• Collaborate with Architects and Developers on AI-enabled operational intelligence initiatives.
• Help define governance models for future AI-driven Configuration Management processes.