Manager - ServiceNow CMDB, ITOM, ITAM

Ford Motor • Dearborn, MI

1d • Hybrid

About The Position

Enterprise Technology plays a critical part in shaping the future of mobility. If you’re looking for the chance to leverage advanced technology to redefine the transportation landscape, enhance the customer experience and improve people’s lives, this is the opportunity for you. Join us and challenge your IT expertise and analytical skills to help create vehicles that are as smart as you are. 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.

Requirements

• Hands-on experience with enterprise ITSM/ITOM platforms, particularly ServiceNow (including modules like CSDM and Discovery).
• Strong understanding of ITIL best practices (ITIL 4 Foundation or higher preferred).
• Experience handling large-scale data reconciliation, normalization, and identification rules.
• Ability to translate complex IT infrastructure requirements into scalable, logical data models.
• Leadership and mentoring skills to train technical teams and educate stakeholders on configuration management processes.
• 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.
• Candidates for positions with Ford Motor Company must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire.

Nice To Haves

• ITIL v3/4, ServiceNow Certified System Administrator (CSA), or ServiceNow Certified Implementation Specialist (CIS) for Discovery or CMDB.

Responsibilities

• Develop and maintain a roadmap and strategic vision for 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.

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