Job DescriptionCMDB ManagerWilmington, DEMonday - Friday 8:00 am - 5:00 pmRemoteThe CSC ServiceNow CMDB Manager oversees the Configuration Management Database (CMDB) to maintain a single source of truth for IT assets and services by ensuring data accuracy through discovery and data quality processes.
Some of the things that you will be doing:Technical - Possess deep technical expertise in ServiceNow Configuration Management Database (CMDB) including data quality and data relationships.
- CMDB Design & Health Collaboration: Oversee the design and maintenance of the Configuration Management Database (CMDB), ensuring data integrity, normalization, and reconciliation rules are effectively implemented.
- Ensure the CMDB aligns with the organization's CSDM framework to promote a unified and standardized data model.
- Strong working knowledge of other ITOM modules, especially Discovery, Service Mapping.
- Strategic Planning: Contribute to the development and execution of the ITOM/CMDB roadmap, aligning it with the organization's overall IT strategy and business objectives.
- IT Operations Management leadership: Lead the management and optimization of ITOM, ensuring it meets business requirements and operational needs.
- Solution Design: Assist with designing robust, scalable, and secure ServiceNow ITOM solutions, including Discovery, Service Mapping, Event Management, Operational Intelligence, and Orchestration.
- Stakeholder Engagement: Work closely with business stakeholders to gather requirements, define processes, and translate them into effective ServiceNow solutions that drive business value.
- Staying Current: Stay up to date with the latest ServiceNow ITOM releases, features, and industry trends, recommending their adoption where beneficial, lead continuous improvement initiatives that increase platform usability and user satisfaction.
- Reporting & Analytics: Develop and maintain reporting dashboards, KPIs, and other data-driven insights for business leaders. Use reporting to identify trends, issues, and opportunities for improvement.
- Code Quality & Standards: Establish and enforce coding standards, best practices, and governance for all ITOM development and configurations. Establish a process for regular code reviews.
- Serve as a role model by demonstrating commitment to company values, high performance standards, workplace diversity, and driving results.
People and Team Management- Foster a culture of collaboration, accountability, and continuous learning.
- Represent the team in cross-functional initiatives and external engagements, such as ServiceNow conferences and product strategy sessions
- Create an environment that values employees and encourages cooperation, open communication and teamwork.
- Serve as a role model by demonstrating commitment to company values, high performance standards, workplace diversity, and driving results.
What technical skills, experience and qualifications do you need? - Bachelor's degree in computer science or related field required.
- Minimum of ten (10) years of infrastructure leadership experience.
- Minimum of five (5) years of recent experience with ServiceNow platform.
- Strong understanding of ServiceNow modules such as ITSM, ITOM, and SPM.
- Experience with ServiceNow integrations, workflows, and automation.
- Proven track record of successfully leading ServiceNow projects and teams.
- Exceptional leadership, communication, and interpersonal skills.
- Strong analytical and problem-solving abilities.
- An ability to provide excellent customer service through understanding the impact of services and delivering a highly reliable service that meets customers' needs and expectations.
- Direct management of cross-functional, sourced, or matrixed teams.
- Strong process management, negotiating, influencing and problem resolution skills.
- Proven ability to effectively prioritize and execute in a high-pressure environment.
- Understanding of ITIL framework.
- Knowledge of business environment, service requirements, and financial services sector.
- Demonstrated ability to assess customer/client needs, creatively approach solutions, decide and influence appropriate courses of action.
- Strong verbal and written communication skills with the ability to articulate complex technical ideas in easy-to-understand business terms.
- Ability to accomplish results through others, particularly by establishing relationships, effective controls and leading in a managed service environment.
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About the TeamAt CSC®, we're always looking ahead, finding ways to innovate, challenge the status quo, and anticipate the needs of our clients. We exceed expectations by adapting client ambitions and goals as our own. This Fierce Client Spirit has helped us adapt and create solutions that have enabled businesses to run smoother and smarter for more than 125 years. It's also the reason we're the trusted partner of many of the world's most successful organizations.
CSC is committed to attracting, developing, and retaining talented people whose values align with ours. We empower our colleagues to bring the right solutions to market to meet client demand. That's why we are the leading provider of business administration and compliance solutions.
- CSC is a great place to work with smart and dedicated people.
- We have won several employer recognition awards, including Top Workplace USA, Great Places to Work India, and Built In's Best Places to Work.
- We offer fulfilling work and career opportunities. Most positions are filled with internal moves and employee referrals.
- Employees are eligible for Success Sharing, bonuses, or commission plans based on role and individual performance.
- CSC offers a competitive and comprehensive benefits package that includes annual leave, tuition reimbursement, referral bonuses, and more.
- As business needs allow, CSC offers hybrid or remote work schedules in alignment with local regulations. Specific details for this position will be discussed during the interview process.
