ServiceNow Governance & CMDB Lead for Ops Excellence

Stafide; Amsterdam; On-site; EUR 90,000 - 120,000; Full time

Job summary

Stafide is seeking a ServiceNow Governance Specialist to establish and enhance operational governance frameworks for OT service delivery. The role emphasizes CMDB governance, SOPs, Planon workflow design, and KPI reporting to monitor process performance.

You will drive governance for service transition, change management, and configuration management, while improving data quality and ensuring audit-ready documentation across the organization.

Qualifications

• 8–10 years of relevant professional experience in ServiceNow process administration, CMDB governance, IT service management, or operational governance.
• Strong experience with ServiceNow administration, reporting, and dashboarding.
• Expertise in CMDB data quality management, governance, completeness, and accuracy improvement.
• Knowledge of ITIL v4 Foundation principles and ITIL process management.
• Experience in process design, process mapping, and operational workflow documentation.
• Hands-on experience developing SOPs, L5 procedures, work instructions, and governance documentation.
• Understanding of operational governance frameworks, service transition, and service acceptance.
• Knowledge of change management and configuration management processes.
• Experience with Planon operational workflows.
• Familiarity with KPI reporting, audit requirements, and compliance controls.

Responsibilities

• Establish, maintain, and improve operational governance frameworks, processes, and documentation supporting OT service delivery.
• Develop and maintain Standard Operating Procedures (SOPs), L5 procedures, work instructions, and governance records.
• Manage CMDB governance initiatives to improve data completeness, accuracy, consistency, and quality.
• Design, document, and optimize ServiceNow and Planon operational workflows.
• Support service transition, service acceptance, change management, and configuration management processes.
• Create and maintain ServiceNow reports, dashboards, and operational KPIs to monitor process performance.
• Maintain process repositories, knowledge articles, and operational documentation in line with organizational standards.
• Support governance reviews, audits, and compliance assessments.
• Identify process gaps and implement Continuous Service Improvement (CSI) initiatives.
• Ensure operational processes and documentation remain standardized, auditable, and aligned with governance requirements.

Skills

ServiceNow

CMDB governance

ITSM

ITIL v4

Process design

SOPs

Governance documentation

Dashboarding

KPI reporting

Planon

Tools

ServiceNow

Planon

Job description

Stafide is seeking a ServiceNow Governance Specialist to establish and enhance operational governance frameworks for OT service delivery. The role emphasizes CMDB governance, SOPs, Planon workflow design, and KPI reporting to monitor process performance.

You will drive governance for service transition, change management, and configuration management, while improving data quality and ensuring audit-ready documentation across the organization.