CMDB Product Owner

JLL • Chicago, CO

17d • Onsite

About The Position

JLL’s Enterprise Service Management (ESM) team is seeking a CMDB Product Owner to transform the Configuration Management Database from a technical asset repository into a trusted, governed source of service and configuration data that delivers business value. The role has end-to-end accountability for CMDB data integrity and for ensuring configuration item data supports incident, problem, change, and risk decisions across JLL’s ITSM practice. The Product Owner will build a configuration data model that serves both modern application development teams and traditional IT operations, and provides a reliable foundation for AI and agentic AI automation across ESM.

The role owns enterprise CMDB data governance, including policies, standards, CI ownership, data quality monitoring, and issue resolution. It will evolve the CMDB toward a service-oriented model that connects configuration items to services, business capabilities, and cost/value context, aligned with JLL’s IT and business service portfolio. The Product Owner will lead strategy for automated, near-real-time discovery and service mapping across hybrid, multicloud, and ephemeral infrastructure, and ensure CI updates are embedded in the change-management lifecycle.

The position also enables safe AI-based automation by ensuring CI data has the freshness, relationships, ownership, and policy metadata needed for automated decisions. It applies ITIL and other frameworks pragmatically, owns CMDB continual service improvement, reports health and data-quality metrics, and communicates the business value of reliable configuration data to technical and business stakeholders. The position is on-site in Chicago, Illinois, or San Francisco, California, and does not provide visa sponsorship.

Requirements

• At least 6 years of experience in data management, data governance, or data science, including designing and maintaining data models, data-quality frameworks, and master/reference data standards for large, complex data sets.
• Hands-on experience with CMDB or asset/configuration data, such as ServiceNow CMDB and Discovery/ITOM or comparable discovery and dependency-mapping tools.
• Ability to profile, cleanse, and reconcile large volumes of CI data using SQL, Python, or BI/reporting tools such as Power BI, Tableau, or ServiceNow Performance Analytics.
• Experience designing a service-oriented data model connecting configuration data to services, business capabilities, and cost/value context.
• Experience operating data governance for an enterprise-scale, multi-stakeholder data domain, including RACI-based ownership, policy definition, quality monitoring, and issue escalation and resolution.
• At least 8 years of ITSM experience in a large, matrixed enterprise, with strong ITIL 4 knowledge in Service Configuration Management, Change Enablement, Problem Management, and Incident Management.
• Demonstrable hands-on experience applying AI or agentic AI to modernize an ITSM or CMDB practice beyond a pilot or proof of concept, including designing guardrails, human-in-the-loop controls, and audit trails.
• Ability to critically assess agentic AI claims and distinguish reasoning-based automation from rules-based workflows.
• Experience partnering with platform engineering, change management, and vendor/MSP governance functions to align CMDB data with automation and platform roadmaps.
• Demonstrated judgment adapting ITIL 4, CSDM, and other frameworks and standards to an organization’s risk profile and operating model.
• Strong stakeholder management, facilitation, and executive communication skills, including translating technical CMDB and data concepts into business value language.
• Experience working across cross-functional, multi-vendor/MSP environments in a Fortune 200-scale organization.
• ITIL Foundation certification is required.
• Must be authorized to work in the United States without visa sponsorship.

Nice To Haves

• ITIL Specialist: Create, Deliver & Support, or ITIL 4 Managing Professional certification.
• ServiceNow Certified System Administrator (CSA), Certified Implementation Specialist – ITSM, or a CMDB/Discovery-focused certification.
• A data management or data governance credential, such as DAMA Certified Data Management Professional.

Responsibilities

• Own end-to-end accountability for CMDB integrity and business value as the enterprise Product Owner for CMDB data governance.
• Define, document, and communicate CMDB governance policies, standards, and CI ownership rules, using a RACI model across executive sponsors, business and application owners, ITSM practice owners, and technical CI owners.
• Determine which asset classes and CI attributes belong in the CMDB based on the needs of incident, change, problem, and risk decisions.
• Monitor CMDB completeness, accuracy, and freshness; anticipate data-quality issues; escalate and drive resolution; and coach CI owners and stakeholders on governance standards.
• Evolve the CMDB toward a service-oriented data model connecting CIs to services, business capabilities, and cost/value context, informed by frameworks such as ServiceNow CSDM.
• Align CMDB data with JLL’s IT and business service portfolio to support impact analysis, service costing, and prioritization.
• Partner with Service Transition, Problem Management, and Service Design leaders to ensure CI data supports change-risk assessment, incident and problem investigation, and request fulfillment.
• Lead the strategy and roadmap for automated, near-real-time CI discovery and dependency/service mapping across hybrid, multicloud, and ephemeral infrastructure.
• Require CI record updates as an enforced part of change management, confirming data before change evaluation and verifying updates after IT changes are completed.
• Ensure CMDB records provide the freshness, relationship context, ownership, and policy metadata needed for safe AI and agentic automation.
• Evaluate vendor and platform claims about AI-powered or agentic CMDB capabilities using critical, evidence-based judgment.
• Apply ITIL service configuration management and other industry frameworks pragmatically to JLL’s risk profile and operating model.
• Own CMDB-related continual service improvement actions and report CMDB health, coverage, and data-quality metrics to ESM leadership and governance forums.
• Communicate the CMDB’s value to business and technology stakeholders, including its role in incident resolution, safer change, and investment decisions.

Benefits

• 401(k) plan with matching company contributions
• Comprehensive medical, dental, and vision care
• Paid parental leave at 100% of salary
• Paid time off and company holidays
• Early access to earned wages through Daily Pay
• Supportive culture and comprehensive benefits package prioritizing mental, physical, and emotional health

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed