Configuration Manager

CSC; Wilmington (DE); On-site; USD 140,000 - 210,000; Full time

Job summary

CSC is seeking an experienced CMDB Manager to oversee the ServiceNow CMDB, data quality, and ITOM integration. You will lead design, health checks, and governance to ensure a unified data model aligned with CSDM and IT strategy.

Strong leadership and stakeholder collaboration are essential. Responsibilities include roadmap development, solution design, dashboards, and continuous improvement of ITOM services.

Qualifications

• Bachelor’s degree in computer science or related field.
• 10+ years of infrastructure leadership experience.
• 5+ years of recent ServiceNow platform experience.
• Strong understanding of ITSM, ITOM, and SPM within ServiceNow.
• Experience with ServiceNow integrations, workflows, and automation.
• Proven track record leading ServiceNow projects and teams.
• Exceptional leadership and communication skills.
• Strong analytical and problem-solving abilities.
• Customer service mindset delivering a highly reliable service.
• Experience managing cross-functional teams.

Responsibilities

• Oversee CMDB design and health to ensure data integrity and reconciliation.
• Collaborate to align CMDB with the CSDM framework and standardized data model.
• Lead ITOM and CMDB roadmap, aligning with IT strategy and business goals.
• Design robust, scalable ServiceNow ITOM solutions including Discovery and Service Mapping.
• Engage stakeholders to gather requirements and translate into effective ServiceNow solutions.
• Stay current with ServiceNow ITOM releases and lead continuous improvement initiatives.
• Develop dashboards, KPIs, and data-driven insights for leaders to track trends.
• Enforce coding standards and governance for ITOM development and configurations.
• Foster collaboration, accountability, and continuous learning within the team.
• Represent the team in external engagements and product strategy sessions.

Skills

ServiceNow CMDB

ITOM

Discovery

Service Mapping

Stakeholder Engagement

Leadership

Data Quality

Governance

ITIL

Communication

Education

Bachelor’s degree in CS or related field

Job description

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.