CMDB Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage the Configuration Management Database (CMDB) to ensure a single source of truth for IT assets and services by maintaining data accuracy through discovery and quality processes.

• Have extensive technical knowledge of the ServiceNow Configuration Management Database (CMDB), focusing on data quality and relationships.

• Supervise the design and upkeep of the Configuration Management Database (CMDB), guaranteeing that data integrity, normalization, and reconciliation rules are properly implemented.

• Ensure the CMDB is in alignment with the organization's CSDM framework to support a cohesive and standardized data model.

• Participate in the creation and implementation of the ITOM/CMDB roadmap, ensuring it aligns with the organization's broader IT strategy and business goals.

• Lead the management and enhancement of ITOM, ensuring it fulfills business requirements and operational demands.

• Assist in designing robust, scalable, and secure ServiceNow ITOM solutions, including Discovery, Service Mapping, Event Management, Operational Intelligence, and Orchestration.

• Collaborate closely with business stakeholders to gather requirements, define processes, and translate them into effective ServiceNow solutions that enhance business value.

• Stay informed about the latest ServiceNow ITOM releases, features, and industry trends, recommending their adoption when advantageous.

• Create and maintain reporting dashboards, KPIs, and other data-driven insights for business leaders, using reports to identify trends, issues, and improvement opportunities.

• Establish and uphold coding standards, best practices, and governance for all ITOM development and configurations, including a process for regular code reviews.

• Act as a role model by demonstrating commitment to company values, high performance standards, workplace diversity, and driving results.

• Cultivate 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.

• Foster an environment that values employees, promoting cooperation, open communication, and teamwork.

⛳️ Requirements

• Bachelor’s degree in computer science or a related field is required.

• At least ten (10) years of experience in infrastructure leadership.

• A minimum of five (5) years of recent experience with the ServiceNow platform.

• Strong understanding of ServiceNow modules such as ITSM, ITOM, and SPM.

• Experience with ServiceNow integrations, workflows, and automation.

• Proven success in leading ServiceNow projects and teams.

• Exceptional leadership, communication, and interpersonal skills.

• Strong analytical and problem-solving capabilities.

• Ability to provide excellent customer service by understanding service impacts and delivering a reliable service that meets customer needs and expectations.

• Direct management experience with cross-functional, sourced, or matrixed teams.

• Strong skills in process management, negotiation, influencing, and problem resolution.

• Proven capacity to effectively prioritize and execute tasks in a high-pressure environment.

• Understanding of the ITIL framework.

• Knowledge of the business environment, service requirements, and the financial services sector.

• Demonstrated ability to assess customer/client needs, creatively approach solutions, and influence appropriate actions.

• Strong verbal and written communication skills, with the ability to convey complex technical concepts in easily understandable business terms.

• Capability to achieve results through others, particularly by establishing relationships, implementing effective controls, and leading in a managed service environment.

🏝️ Benefits

• Annual success-sharing bonuses or commission plans based on individual performance.

• Comprehensive support for colleagues with disabilities, ensuring they have the necessary resources to excel in their roles.

• Competitive and comprehensive benefits package that includes annual leave, tuition reimbursement, referral bonuses, and more.

• A diverse and growth-oriented environment where every individual is valued.