A Brief Overview
The ServiceNow Configuration Management Database (CMDB) Product Owner serves as the functional lead for the CMDB and related ServiceNow capabilities within the Technology Services Platform team. The role owns CMDB priorities, roadmap execution, product backlog, requirements, performance, data quality, and continuous improvement in alignment with the enterprise ServiceNow platform strategy, architecture, and governance framework. Partners with IT leaders, product owners, data owners, data stewards, and key enterprise stakeholders to ensure the CMDB and related capabilities, including the Common Service Data Model (CSDM), Discovery, Service Mapping, Service Graph Connectors, and other data integrations, effectively support business and technology needs. Provides business process and data leadership while partnering with the ServiceNow engineering team on technical design and implementation. Works with minimal supervision and independently makes an established range of decisions, escalating to management as appropriate

What you will do

• Serves as the functional lead and subject matter expert for ServiceNow CMDB, CSDM, Discovery, Service Mapping, Service Graph Connectors, and related CMDB integrations.
• Owns and maintains the CMDB product roadmap, maturity plan, and backlog in alignment with enterprise ServiceNow platform strategy and business priorities. Prioritizes capabilities and enhancements based on business value, risk, dependencies, stakeholder needs, and platform direction.
• Drives cross-functional alignment for CMDB operations and continuous improvement across IT Service Management, IT Asset Management, Infrastructure, Information Security, Applications, and Enterprise Architecture.
• Defines CMDB governance practices and data standards within established enterprise platform frameworks, including data ownership, class design, lifecycle management, relationships, certification, security, and compliance.
• Monitors CMDB performance measures, health metrics, dashboards, and reporting; identifies gaps and coordinates corrective and preventive actions with accountable data owners and support teams through resolution.
• Translates business and stakeholder needs into prioritized requirements, user stories, and acceptance criteria. Provides functional direction and validates delivered solutions while partnering with the ServiceNow engineering team on technical design and implementation.
• Ensures current and accurate CMDB documentation and knowledge content are maintained, including processes, data models, procedures, standards, controls, decisions, and product plans.
• Identifies and prioritizes opportunities to expand and optimize Discovery, Service Mapping, Service Graph Connectors, and other integrations to improve CMDB coverage, quality, and enterprise value.
• Leads CMDB initiatives and promotes adoption through stakeholder engagement, governance forums, communication, training, change support, project planning, and status reporting.
• Performs other duties as assigned.
• Complies with all policies and standards.

Qualifications

• Bachelor's Degree in Information Technology, Information Systems, Computer Science, Business Administration, or a related field, or commensurate selection criteria experience. - Required
• Demonstrated experience leading product, process, or service ownership, including roadmap planning, requirements prioritization, backlog management, and stakeholder alignment. - Required
• Demonstrated experience establishing or administering data governance, ownership, standards, controls, metrics, or data quality improvement practices in an enterprise environment. - Required
• Demonstrated experience working across business and technical teams to translate business needs into requirements, prioritized solutions, and coordination of delivery. Demonstrated experience in partnering with external vendors in support of service delivery. - Required
• Demonstrated experience working independently, identifying and resolving problems, managing competing priorities, and exercising sound judgment in an environment of ambiguity and change. - Required
• Strong understanding of ITIL principles, digital service management, workflow automation, and platform lifecycle governance. - Required
• Demonstrated knowledge of Agile product ownership and data governance principles, including roadmap and backlog management, requirements definition, prioritization, data ownership, quality, standards, and controls. - Required
• Demonstrated project management, analytical, and problem-solving skills with the ability to organize initiatives, evaluate alternatives, and drive work through completion. - Required
• Demonstrated ability to communicate effectively and build alignment with technical, business, and management stakeholders across organizational boundaries. - Required
• Proficiency with ServiceNow CMDB and related capabilities, including CSDM, Discovery, Service Graph Connectors, and Service Mapping in an enterprise environment. - Preferred
• Knowledge of the financial or insurance services industry. - Preferred
• ITIL 4 Certification - Preferred
• ServiceNow Micro-Certification - Configure the CMDB - Preferred
• ServiceNow Micro-Certification - CMDB Health - Preferred

Work Setting/Position Demands:

• Works in an office setting and remains in a stationary position for long periods of time while working at a desk, on a computer or with other standard office equipment, or while in meetings.
• Requires the ability to verbally communicate and exchange accurate information to customers and associates on a regular basis.
• Requires visual acuity to read and interpret a variety of correspondence, procedures, reports and forms via paper and electronic documents, visual inspection involving small defects; small parts, and/or operation of machinery (including inspection); using measurement devices continuously. Visual acuity is required to determine accuracy, neatness, and thoroughness of work assigned.
• Requires the ability to prepare written correspondence, reports and forms using prescribed formats and conforming to rules of punctuation, grammar, diction, and style on a regular basis.
• Requires the ability to apply principles of logical thinking to define problems, collect data, establish facts, and draw valid conclusions
• Performs substantial movement of wrists, hands, and fingers for continuous computer work.
• Extended hours required during peak workloads or special projects/events.

Travel Requirements:

• • 5% travel Occasional