CMDB Product Owner

JLL • Chicago, IL

18d • $170,000 - $205,000 • Onsite

About The Position

JLL's Enterprise Service Management team is seeking a CMDB Product Owner to lead the transformation of its Configuration Management Database from a technical asset repository into a trusted, governed source of service and configuration data. The role owns the integrity of CMDB data and the business value it provides, ensuring configuration item data supports incident, problem, change, and risk decisions across JLL's ITSM practice.

The Product Owner will develop a configuration data model for modern application development teams and traditional IT operations, and establish the reliable, well-governed data foundation needed for AI and agentic automation across Enterprise Service Management. This includes governing CMDB data, aligning configuration data with services and business value, advancing automated discovery across modern infrastructure, enabling safe AI-supported decisions, and applying industry frameworks to JLL's operating model.

The position is on-site in Chicago, Illinois, or San Francisco, California. Expected compensation is $170,000–$205,000 per year. Visa sponsorship is not provided; candidates must be authorized to work in the United States without 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 enterprise-scale data governance, 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 fluency in Service Configuration Management, Change Enablement, Problem Management, and Incident Management.
• Hands-on record of applying AI or agentic AI to modernize an ITSM or CMDB practice beyond a pilot or proof of concept, including guardrails, human-in-the-loop controls, and audit trails for automated or AI-assisted decisions.
• Ability to critically evaluate vendor and platform claims about agentic AI, distinguishing goal-directed 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 for senior stakeholders.
• 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 certification 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 data integrity and business value as the enterprise-wide Product Owner for CMDB data governance.
• Define, document, and communicate CMDB governance policies, standards, and configuration item ownership rules; operate 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 data completeness, accuracy, and freshness; anticipate quality issues, escalate and drive their resolution, and coach CI owners and stakeholders on governance standards.
• Evolve the CMDB toward a service-oriented data model informed by frameworks such as ServiceNow's Common Service Data Model, connecting CIs to services, business capabilities, and cost/value context.
• Align the CMDB to 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 strategy and roadmap for automated, near-real-time CI discovery and dependency/service mapping across hybrid, multicloud, and ephemeral container/serverless infrastructure.
• Make CI record updates an enforced part of the change-management lifecycle, confirming data accuracy before change evaluation and verifying updates after changes are completed.
• Ensure CI records provide the freshness, relationships, ownership, and policy metadata required for safe AI and agentic automation across ESM.
• 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 health, coverage, and data-quality metrics to ESM leadership and governance forums.
• Communicate the CMDB's value to business and technology stakeholders, including how trustworthy configuration data enables faster incident resolution, safer changes, and better-informed 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 a comprehensive benefits package prioritizing mental, physical, and emotional health.

What This Job Offers

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