ServiceNow Configuration Manager

Position: ServiceNow Configuration Manager

Experience: 10-15 Years

Location: Remote

Mandatory Skills: CMDB, Discovery and Experience identifying opportunities to apply AI to governance, experience using AI tools such as Claude ChatGPT Microsoft Copilot or similar platforms.

Role

Configuration Management Governance

• Lead Configuration Management Board meetings and governance cadences.
• Establish and maintain configuration management policies, standards, controls, and procedures.
• Own certification, attestation, and configuration compliance processes.
• Ensure CMDB governance requirements are implemented consistently across the enterprise.
• Drive resolution of CMDB risks, exceptions, and data quality issues.

CMDB Health & Operational Excellence

• Define and track CMDB maturity, accuracy, completeness, and ownership KPIs.
• Oversee remediation of stale, orphaned, duplicate, and inaccurate Configuration Items (CIs).
• Ensure ongoing operational hygiene of CMDB processes.
• Identify improvement opportunities to increase CMDB reliability and trust.

Business & Stakeholder Engagement

• Serve as the primary liaison between IT, Infrastructure, Security, Platform Engineering, Application Teams, and Business stakeholders.
• Conduct workshops with business and technology teams to understand critical services, dependencies, ownership models, and operational requirements.
• Engage with global stakeholders to improve CMDB adoption across business functions.
• Drive alignment between business objectives and Configuration Management practices.
• Present governance metrics, risk insights, and maturity updates to executive leadership.
• Facilitate discussions across multiple stakeholders and drive consensus on ownership and accountability.
• Lead stakeholder communications for CMDB transformation initiatives.

Continuous Improvement

• Support enterprise CMDB maturity programs.
• Drive process automation and operational improvements.
• Collaborate with Architects and Developers on AI-enabled operational intelligence initiatives.
• Help define governance models for future AI-driven Configuration Management processes.