Manager - ServiceNow CMDB, ITOM, ITAM

Ford • Dearborn, MI

2d • $115,500 - $218,100 • Hybrid

About The Position

The Manager - ServiceNow CMDB, ITOM, ITAM role will be responsible for the following:
Data Governance & Integrity: Enforce data standards, naming conventions, and relationship rules across all Configuration Items (CIs) to maintain high data quality.
Discovery & Mapping: Oversee automated asset discovery tools (e.g., ServiceNow Discovery) and service mapping to ensure infrastructure components are accurately represented.
Health Monitoring: Track CMDB health metrics—focusing on the "3 C's": Completeness, Correctness, and Compliance.
Integration Management: Ensure seamless, reconciled data flows from third-party sources and authoritative systems into the CMDB using ETL, REST, and APIs.
Audit & Compliance: Provide CMDB reporting and data lineage evidence to support internal and external risk and compliance audits.
Stakeholder Collaboration: Partner with Incident, Problem, and Change Management teams to ensure that configuration changes are properly documented and evaluated.
Platform Expertise: Hands-on experience with enterprise ITSM/ITOM platforms, particularly ServiceNow (including modules like CSDM and Discovery).
Process Frameworks: Strong understanding of ITIL best practices (ITIL 4 Foundation or higher preferred).
Data Management Skills: Experience handling large-scale data reconciliation, normalization, and identification rules.
Analytical Thinking: Ability to translate complex IT infrastructure requirements into scalable, logical data models.
Communication: Leadership and mentoring skills to train technical teams and educate stakeholders on configuration management processes.
Core Requirements
ITOM | CMDB
Develop and maintain a roadmap and strategic vision for the following activities:
CMDB Governance
CMDB discovery
Data federation
Evaluate 3rd party service graph connectors
Service mapping
CMDB API enhancements
CMDB Data maintenance policies
Data security and access
Oversee incidents and requests for HAM operational tasks
Support Cost transparency initiatives
Elimination of current technical debt
Participate in SN Impact meetings for platform enhancements
Review and remediate Health Scan Issues
Engage support team for design consultations
Contribute to platform accelerators
Mentor CMDB team
Promote the CMDB onboard new devices
Provide training to teams on the use and best practice of CMDB
CSDM implementation and support
Jira workboard
PI Planning
Event Management
Oversee design, development and implementation of Event Management
Create operational and onboarding documentation
Set up standards and guidelines for event management
Explore the use of AIOps in event correlation and noise reduction
Provide team governance
Foster team cooperation with the SRE, Incident Management and CMDB teams
ITAM | Hardware Asset Management (HAM)
Create future roadmap for the HAM platform
Oversee incidents and requests for HAM operational tasks
Promote the HAM platform to onboard new assets and devices
Provide training to teams on the use and best practice of HAM
Support Cost transparency initiatives
Provide HAM Platform oversight for the following teams:
End User Devices (HAM/PCR)
Software Asset Management (SAM) team
Other Activities
Oversee IBM License Metric Tool to provide platform support licensing activities

Requirements

• Platform Expertise: Hands-on experience with enterprise ITSM/ITOM platforms, particularly ServiceNow (including modules like CSDM and Discovery).
• Process Frameworks: Strong understanding of ITIL best practices (ITIL 4 Foundation or higher preferred).
• Data Management Skills: Experience handling large-scale data reconciliation, normalization, and identification rules.
• Analytical Thinking: Ability to translate complex IT infrastructure requirements into scalable, logical data models.
• Communication: Leadership and mentoring skills to train technical teams and educate stakeholders on configuration management processes.
• ITOM | CMDB
• Develop and maintain a roadmap and strategic vision for the following activities: CMDB Governance, CMDB discovery, Data federation, Evaluate 3rd party service graph connectors, Service mapping, CMDB API enhancements, CMDB Data maintenance policies, Data security and access.
• Oversee incidents and requests for HAM operational tasks.
• Support Cost transparency initiatives.
• Elimination of current technical debt.
• Participate in SN Impact meetings for platform enhancements.
• Review and remediate Health Scan Issues.
• Engage support team for design consultations.
• Contribute to platform accelerators.
• Mentor CMDB team.
• Promote the CMDB onboard new devices.
• Provide training to teams on the use and best practice of CMDB.
• CSDM implementation and support.
• Jira workboard.
• PI Planning.
• Event Management.
• Oversee design, development and implementation of Event Management.
• Create operational and onboarding documentation.
• Set up standards and guidelines for event management.
• Explore the use of AIOps in event correlation and noise reduction.
• Provide team governance.
• Foster team cooperation with the SRE, Incident Management and CMDB teams.
• ITAM | Hardware Asset Management (HAM).
• Create future roadmap for the HAM platform.
• Oversee incidents and requests for HAM operational tasks.
• Promote the HAM platform to onboard new assets and devices.
• Provide training to teams on the use and best practice of HAM.
• Support Cost transparency initiatives.
• Provide HAM Platform oversight for the following teams: End User Devices (HAM/PCR), Software Asset Management (SAM) team.
• Oversee IBM License Metric Tool to provide platform support licensing activities.
• Bachelor’s Degree in Computer Science, Information Technology, or a related field.
• 12+ years of experience in IT Service Management, with 5+ years specifically leading CMDB initiatives or managing configuration processes.

Nice To Haves

• ITIL 4 Foundation or higher preferred.
• ServiceNow Certified System Administrator (CSA), or ServiceNow Certified Implementation Specialist (CIS) for Discovery or CMDB.

Responsibilities

• Enforce data standards, naming conventions, and relationship rules across all Configuration Items (CIs) to maintain high data quality.
• Oversee automated asset discovery tools (e.g., ServiceNow Discovery) and service mapping to ensure infrastructure components are accurately represented.
• Track CMDB health metrics—focusing on the "3 C's": Completeness, Correctness, and Compliance.
• Ensure seamless, reconciled data flows from third-party sources and authoritative systems into the CMDB using ETL, REST, and APIs.
• Provide CMDB reporting and data lineage evidence to support internal and external risk and compliance audits.
• Partner with Incident, Problem, and Change Management teams to ensure that configuration changes are properly documented and evaluated.
• Develop and maintain a roadmap and strategic vision for CMDB Governance, CMDB discovery, Data federation, evaluating 3rd party service graph connectors, Service mapping, CMDB API enhancements, CMDB Data maintenance policies, and Data security and access.
• Oversee incidents and requests for HAM operational tasks.
• Support Cost transparency initiatives.
• Eliminate current technical debt.
• Participate in SN Impact meetings for platform enhancements.
• Review and remediate Health Scan Issues.
• Engage support team for design consultations.
• Contribute to platform accelerators.
• Mentor CMDB team.
• Promote the CMDB onboard new devices.
• Provide training to teams on the use and best practice of CMDB.
• CSDM implementation and support.
• Oversee design, development and implementation of Event Management.
• Create operational and onboarding documentation for Event Management.
• Set up standards and guidelines for event management.
• Explore the use of AIOps in event correlation and noise reduction.
• Provide team governance.
• Foster team cooperation with the SRE, Incident Management and CMDB teams.
• Create future roadmap for the HAM platform.
• Promote the HAM platform to onboard new assets and devices.
• Provide training to teams on the use and best practice of HAM.
• Provide HAM Platform oversight for End User Devices (HAM/PCR) and Software Asset Management (SAM) teams.
• Oversee IBM License Metric Tool to provide platform support licensing activities.

Benefits

• Immediate medical, dental, vision and prescription drug coverage
• Flexible family care days, paid parental leave, new parent ramp-up programs, subsidized back-up childcare and more
• Family building benefits including adoption and surrogacy expense reimbursement, fertility treatments, and more
• Vehicle discount program for employees and family members and management leases
• Tuition assistance
• Established and active employee resource groups
• Paid time off for individual and team community service
• A generous schedule of paid holidays, including the week between Christmas and New Year’s Day
• Paid time off and the option to purchase additional vacation time.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager