Business Analytics Lead (ServiceNow)
About The Position
The ServiceNow IT Asset Management (ITAM) & CMDB Business Analytics Lead is responsible for driving the governance, quality, analytics, and continuous improvement of IT asset and configuration data. This role serves as the strategic liaison between technology, operations, asset management, architecture, and business stakeholders to ensure accurate, reliable, and actionable data across the IT ecosystem. PNC is an in-office company that fosters a supportive culture where employees can thrive and achieve balance. We encourage candidates to connect with their recruiter and hiring manager to understand workplace expectations and ensure the role aligns with their goals. PNC will not provide sponsorship for employment visas or participate in STEM OPT for this position.
Requirements
- Experience with IT Asset Management, CMDB, ITSM, ITOM, ServiceNow, and CSDM frameworks.
- Strong analytical, reporting, and data governance skills.
- Experience developing KPIs, dashboards, and executive-level reporting.
- Ability to lead cross-functional initiatives and influence stakeholders across technology and business organizations.
- Knowledge of ITIL practices, asset lifecycle management, discovery, service mapping, and compliance controls.
- Bachelors degree or equivalent combination of education, job specific certification(s), and experience (including military service).
Nice To Haves
- Analytical Thinking
- Business Intelligence (BI)
- Concept Development
- Data Analytics
- Data-Driven Decision Making
- Data Integration
- Leadership
- Market Research
- Performance Metrics
- Qualitative Research
- ServiceNow Platform
- Strategic Planning
Responsibilities
- Lead CMDB and ITAM data governance initiatives to ensure data quality, integrity, compliance, and operational effectiveness.
- Develop and maintain executive dashboards, KPIs, scorecards, and performance analytics related to asset management, CMDB health, discovery coverage, and service mapping.
- Partner with asset owners, configuration item (CI) owners, infrastructure teams, procurement, risk, and enterprise architecture to improve data quality and lifecycle management processes.
- Analyze trends, identify risks, and provide actionable insights that improve asset visibility, compliance, service reliability, and operational efficiency.
- Support CMDB certification, audit readiness, reconciliation activities, and compliance requirements through ongoing monitoring and remediation efforts.
- Drive adoption of CMDB, CSDM, Discovery, Service Mapping, Hardware Asset Management (HAM), and Software Asset Management (SAM) capabilities.
- Translate complex technical data into meaningful business insights and executive-level reporting to support strategic decision-making.
- Identify automation and process improvement opportunities that enhance data accuracy, reduce manual effort, and increase operational maturity.
Benefits
- medical/prescription drug coverage (with a Health Savings Account feature)
- dental and vision options
- employee and spouse/child life insurance
- short and long-term disability protection
- 401(k) with PNC match
- pension and stock purchase plans
- dependent care reimbursement account
- back-up child/elder care
- adoption, surrogacy, and doula reimbursement
- educational assistance, including select programs fully paid
- a robust wellness program with financial incentives
- maternity and/or parental leave
- up to 11 paid holidays each year
- 9 occasional absence days each year, unless otherwise required by law
- between 15 to 25 vacation days each year, depending on career level; and years of service
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What This Job Offers
Job Type
Full-time
Career Level
Senior
