Job Purpose & ScopeResponsible for administering, governing, and continuously improving the Bank's Configuration Management Database (CMDB) and related ServiceNow Configuration Management processes. Ensures the accuracy, completeness, and integrity of configuration item (CI) data across technology services, applications, infrastructure, and business services. Establishes and maintains CMDB governance standards, supports audit and regulatory requirements, and collaborates with technology teams to improve service visibility, operational resilience, asset relationships, and technology lifecycle management.
Essential Job Functions- Establishes and monitors CMDB data quality metrics, remediation plans, and reporting to improve data integrity and compliance.
- Designs and maintains CI classes, relationships, and service mappings to support operational, governance, risk management, and recovery objectives.
- Oversees Discovery, Service Mapping, integrations, and automated population mechanisms utilized to maintain CMDB accuracy.
- Partners with infrastructure, application, cybersecurity, architecture, asset management, and business teams to identify and remediate configuration data issues.
- Performs impact analysis and dependency mapping to support change management, incident resolution, root cause analysis, and operational decision-making.
- Monitors compliance with configuration management standards and recommends corrective actions when deficiencies are identified.
- Maintains documentation related to CMDB architecture, governance processes, operational procedures, and integration design.
- Identifies opportunities to improve operational efficiency through automation, process optimization, and enhanced ServiceNow platform capabilities.
- Partners with other technology teams and business unit leadership to review and enhance CMDB processes and operating procedures.
- Provides focus, direction, organization, and support for the technology and operational teams that utilize the ITSM and ITOM practices.
- Monitors feedback on the use of business applications, enhancing system productivity, as
- Mentors Configuration Management team members and contribute to their technical growth and understanding.
- Identifies and implements modern technologies as they relate to technology service skills.
Knowledge, Skills & Abilities- Advanced knowledge of effective and best practices of all CMDB practices, tools, and techniques.
- Comprehensive knowledge of ServiceNow CMDB administration, data modeling, class structures, relationships, and service mapping.
- General knowledge of Information Technology Infrastructure Library (ITIL) v4 framework and Service Configuration Management practices.
- Ability to analyze complex data relationships and identify process improvement opportunities.
- Ability to establish governance controls, standards, and data quality management practices.
- Ability to work without direct supervision.
- Ability to manage multiple tasks with exacting deadlines in a fast-paced environment.
- Ability to demonstrate excellent and effective customer service skills.
- Ability to utilize discretion and sound judgment in decision making.
- Ability to maintain confidentiality.
- Ability to demonstrate effective organization, critical thinking, analytical, and problem-solving skills.
- Ability to work effectively and demonstrate flexibility in a continually changing environment.
- Ability to demonstrate attention to detail.
- Ability to demonstrate effective leadership and supervisory skills, including delegating and prioritizing multiple workstreams and ensuring quality of work.
- Ability to apply analytical and problem-solving skills to identify and assess risks and develop preventative measures.
- Ability to communicate effectively both verbally and in writing with all levels of the organization, including technical and non-technical stakeholders.
- Skill in using computer and Microsoft Office products, including Word, PowerPoint, and Excel.
Basic Qualifications- Bachelor's degree in information technology, computer science, or related field, or commensurate work experience,
- 4+ years of work experience in Configuration Management Database administration,
- 1+ years of managing, leading, or supervising staff, required. Supervisory experience in an Information Technology related role preferred.
Preferred Qualifications:- Experience in coordinating and leading teams through problem resolution,
- Professional certification in ITILv4, CMDB, or ServiceNow Expectations of achieving certification within the first six months in position.
Job ExpectationsOperate customary equipment and technology used in a business environment, with or without accommodation.
Note: This description is not an exhaustive list of all job functions, duties, skills, and job standards required. Other job functions, duties, skills, and standards may be added. Management reserves the right to add or change the job requirements at any time.
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