Job
Description
The Process Team Lead is the strategic owner and operational leader of the Configuration Management Database (CMDB) and related IT Service Management (ITSM) processes in ServiceNow. This role is accountable for defining, governing, and optimizing the CMDB to ensure accurate, reliable, and actionable configuration data that underpins ITSM, IT Operations Management (ITOM), and Asset Management functions. The CMDB Manager combines process leadership with deep technical expertise, driving automation, integrations, and data quality improvements while ensuring alignment with ITIL-based processes such as Incident, Change, Problem, and Release Management. Roles and Responsibilities
Own and govern the enterprise CMDB process in alignment with ITIL best practices, ensuring it meets the needs of ITSM, ITOM, and business stakeholders.Define and enforce CMDB policies, procedures, naming conventions, class structures, and relationship models.Lead technical configuration of the CMDB in ServiceNow, including Discovery, Service Mapping, reconciliation rules, and data integrations.Partner with ITSM process owners to ensure CMDB data is effectively leveraged for Incident, Change, Problem, Release, and Asset Management.Ensure CI data and relationships support impact analysis, risk assessment, and root cause analysis for ITSM workflows.Drive automation of data population, normalization, deduplication, and enrichment processes to maintain CMDB data quality.Monitor CMDB and ITSM process health through KPIs, dashboards, and automated reporting; proactively address gaps and compliance issues.Lead CMDB and ITSM process audits to ensure alignment with regulatory, contractual, and security requirements.Develop and deliver training, documentation, and workshops to promote CMDB and ITSM process adoption.Provide leadership and mentorship to analysts or administrators supporting CMDB and ITSM process functions.Serve as the subject matter expert (SME) for CMDB- and ITSM-related projects, upgrades, and process improvement initiatives.
Qualifications Bachelors degree in Information Technology, Computer Science, or related discipline (Masters preferred).5+ years of experience managing or administrating CMDB processes, with at least 3 years in a ServiceNow environment.3+ years of experience supporting or managing ITSM processes (Incident, Change, Problem, Request, Release).Deep knowledge of ITIL Configuration Management and ITSM principles (ITIL v3/v4 Certification preferred).Proven hands-on experience with ServiceNow CMDB, Discovery, Service Mapping, and integration of data sources.Strong understanding of IT infrastructure, application architecture, and cloud environments.Demonstrated success in CMDB and ITSM data governance, normalization, and reconciliation strategies.Excellent stakeholder management skills with the ability to communicate complex technical concepts to non-technical audiences.Strong leadership skills with experience in process ownership and team management.
Preferred Skills ServiceNow Certified Implementation Specialist- CMDB or Discovery.ServiceNow ITSM module implementation and configuration experience.Experience with scripting in ServiceNow (JavaScript, Glide API) for advanced automation.Familiarity with CMDB integration tools, APIs, and IT asset management practices.Background in service impact modeling and business service mapping.
