Manager – ServiceNow CMDB, ITOM, ITAM

Jobtailor; Dearborn (MO); On-site; USD 120,000 - 180,000; Full time

Job summary

Jobtailor is seeking a senior ITSM/ITOM professional to lead CMDB initiatives in a large enterprise. Focus areas include data governance, discovery, and audit readiness.

The role requires 12+ years in ITSM with 5+ years guiding CMDB programs, ITIL certifications, and hands-on ServiceNow expertise (CSDM, Discovery). This is a senior, impact-driven position in a dynamic organization.

Qualifications

• Bachelor’s degree in CS/IT or related field.
• 12+ years in ITSM with 5+ years leading CMDB initiatives.
• ITIL v3/4 recommended; ServiceNow CSA/CIS certifications recommended.

Responsibilities

• Enforce data standards, naming conventions, and relationships across CIs.
• Oversee discovery tools and service mapping for accurate infrastructure representation.
• Monitor CMDB health metrics: Completeness, Correctness, Compliance.
• Ensure data flows from third-party sources into the CMDB via ETL, REST, and APIs.
• Provide CMDB reporting and data lineage for audits.
• Collaborate with Incident, Problem, and Change teams on configuration changes.
• Hands-on ServiceNow experience, including CSDM and Discovery modules.
• Apply ITIL best practices to CMDB processes and governance.
• Handle large-scale data reconciliation and identification rules.
• Translate complex IT infra requirements into scalable data models.
• Train teams and educate stakeholders on CMDB processes.

Skills

Data governance

Discovery & mapping

CMDB health tracking

Integration management

Audit & compliance

Stakeholder collaboration

Platform expertise

ITIL practices

Data reconciliation

Analytical thinking

Communication

Education

Bachelor's Degree in Computer Science/IT

Tools

ServiceNow

ETL

REST & APIs

Job description

Key Responsibilities

• Data Governance & Integrity: Enforce data standards, naming conventions, and relationship rules across all Configuration Items (CIs) to maintain high data quality.
• Discovery & Mapping: Oversee automated asset discovery tools (e.g., ServiceNow Discovery) and service mapping to ensure infrastructure components are accurately represented.
• Health Monitoring: Track CMDB health metrics—focusing on the "3 C's": Completeness, Correctness, and Compliance.
• Integration Management: Ensure seamless, reconciled data flows from third‑party sources and authoritative systems into the CMDB using ETL, REST, and APIs.
• Audit & Compliance: Provide CMDB reporting and data lineage evidence to support internal and external risk and compliance audits.
• Stakeholder Collaboration: Partner with Incident, Problem, and Change Management teams to ensure that configuration changes are properly documented and evaluated.
• Platform Expertise: Hands‑on experience with enterprise ITSM/ITOM platforms, particularly ServiceNow (including modules such as CSDM and Discovery).
• Process Frameworks: Strong understanding of ITIL best practices (ITIL 4 Foundation or higher preferred).
• Data Management Skills: Experience handling large‑scale data reconciliation, normalization, and identification rules.
• Analytical Thinking: Ability to translate complex IT infrastructure requirements into scalable, logical data models.
• Communication: Leadership and mentoring skills to train technical teams and educate stakeholders on configuration management processes.

Requirements

• Education: Bachelor’s Degree in Computer Science, Information Technology, or a related field.
• Experience: 12+ years of experience in IT Service Management, with 5+ years specifically leading CMDB initiatives or managing configuration processes.
• Recommended Certifications: ITIL v3/4, ServiceNow Certified System Administrator (CSA), or ServiceNow Certified Implementation Specialist (CIS) for Discovery or CMDB.

Certifications & Qualifications

• ITIL v3
• ITIL v4
• ServiceNow Certified System Administrator
• ServiceNow Certified Implementation Specialist