Description

Product Owner/ Senior Engineer - CMDB

Primary responsibilities:

• Establish and maintain the roadmap & strategy for CMDB, aligned to ServiceNow platform capabilities & ITSM processes

• Ensure data integrity, accuracy, and compliance within the CMDB.

• Establish and enforce policies for data management and CI (Configuration Item) lifecycle.

• Establish data management strategy and integration between CMDB and AMDB (asset management), APM (application portfolio management)

• Define CMDB roadmap for improving data quality, maturity and new capabilities

• Drive and scale effective integration and of discovery data with CMDB to maintain up-to-date and accurate configuration data.

• Setup or refine discovery schedules, probes and sensors along with improvements in IRE

• Monitor and troubleshoot discovery processes to ensure consistent and reliable data ingestion.

• Analyze Discovery results to identify gaps, inaccuracies, and areas for improvement, and implement corrective actions.

• Promote CMDB awareness & implement automation and integrations to improve efficiency and reduce manual efforts.

• Partner with stakeholders (e.g. Application Portfolio Management team, Observability, Asset Management Database teams, Infrastructure, Quality teams, ITSM process owners) to ensure their requirements are understood and accounted for & capture feedback.

• Work closely with the managed service provider team to deliver work required to support operational aspects of Discovery, CMDB & AMDB.

• Present findings to stakeholders and leadership to support decision-making & hold stakeholders accountable

• Identify process improvement opportunities, recommend solutions and lead improvement efforts leveraging existing platform capabilities in AI & Automation to enhance CMDB processes and tools.

• Drive process governance activities to ensure CMDB objectives are achieved ensuring data accuracy & continued maturity.

• Act as the primary point of contact for CMDB-related queries and issues.

• Lead the adoption and implementation of the Common Service Data Model (CSDM) 4.0 framework within the CMDB.

• Define and maintain CSDM data structures, ensuring alignment with ServiceNow best practices.

• Collaborate with stakeholders to map business services, technical services, and application portfolios to the CSDM framework.

• Ensure compliance with CSDM standards and guidelines across all CMDB processes.

• Provide training and guidance to teams on CSDM principles and their application in ITSM & CMDB usage & best practices.

• This is an overview of the roles & responsibilities and the focus can be enhanced depending on the business priorities.

Qualifications:

Education:

B.A/B.S degree is required, preferably in Science, Technology, Engineering or Math (STEM).

Experience and Skills:

Required:

• At least 10 years of relevant technology experience

• Demonstrated experience with leading CMDB in a highly regulated environment.

• Knowledge and expertise of CSDM model, Service mapping

• Solid understanding of ITIL and experience with ServiceNow platform.

• Understanding of GXP requirements for systems and processes

• ITIL 4 certification or equivalent.

• Certified Implementation Specialist in minimum two areas related to ITSM and Discovery.

• Strong analytical skills and a proven track record delivering process improvements.

• Experience leveraging technology and automation to achieve process improvement and ITSM outcomes.

• Excellent written and verbal communication skills; ability to communicate effectively with both executives and technical teams.

• Experience working in an organization with complex stakeholder networks.

• Ability to coordinate and communicate across multidisciplinary/multicultural teams across countries and regions.

• Hands on experience in delivering minimum of two end to end CMDB implementations or major enhancements

Preferred:

• Experience working in Product, Agile and Scrum teams.

• Experience working with data, analytics, and visualization tools (e.g. Performance Analytics, Tableau, PowerBI).

• ServiceNow scripting experience (Javascript, Angular, HTML, CSS)

• Experience working with Machine Learning & GenAI to achieve ITSM outcomes (e.g. Predictive Intelligence).

• Understanding of automation tools, scripting languages, and cloud environments