Category/Area of Expertise: IT & Technology
Job Requisition: 509559
Address: USA-IL-Chicago-300 South Riverside Plaza
Store Code: Service Delivery Process Controls (5177082)
Primary Purpose:The
Senior Manager, ServiceNow CMDB and Analytics is responsible for the strategic direction, governance, operational excellence, and continuous improvement of the ServiceNow Configuration Management Database (CMDB) and enterprise platform analytics capabilities. This role leads a CMDB team to ensure the integrity, accuracy, and usability of ServiceNow data that supports service delivery operations and business decision-making.
The successful candidate will partner closely with platform engineering, enterprise architecture, service owners, application owners, infrastructure teams, cybersecurity, and business stakeholders to establish and maintain a trusted source of operational data while delivering actionable insights through reporting, dashboards, and analytics.
Our flexible/ hybrid work schedule includes 3 in-person days at one of our core locations and 2 remote days. The core office locations for this position are Salisbury, NC and Chicago, IL.
Applicants must be currently authorized to work in the United States on a full-time basis.
Duties & Responsibilities:- Define and execute the CMDB strategy, roadmap, and maturity plan aligned with ServiceNow platform objectives.
- Establish governance processes, standards, and controls for configuration management and Common Service Data Model (CSDM) adoption.
- Establish data ownership and accountability models across business and technology teams that will be incorporated into a configuration management plan, data certification programs, policies for CI lifecycle management, and audit and governance reviews.
- Monitor and manage operational KPIs including CMDB Health, CI completeness, correctness, compliance, and relationship integrity identifying trends and driving improvements in team execution.
- Collaborate cross-functionally with Product, Engineering, Infrastructure, Asset, Security and ITSM teams to ensure data, relationships, and reporting are available to enable service management and operational excellence.
- Lead, coach, and develop a team of CMDB administrators and analysts, data and anlalytics specialists, and governance specialists.
- Identify and recommend opportunities to automate reporting and data quality management activities.
- Establish and ensure compliance with process standards, governance requirements, operational controls, and security-first practices across all support activities.
- Manage budgets, vendor relationships, staffing models, and resource planning in support of goals and performance commitments.
- Act as a trusted operational partner to leadership by translating business use cases and ServiceNow capabilities into clear insights and improvement actions, serving as primary escalation point for CMDB governance and analytics-related issues/requests.
- Establish a ServiceNow analytics strategy that provides meaningful insights into platform usage, service performance, operational health, and business outcomes.
- Develop executive dashboards and KPI reporting for platform performance and service management processes.
Qualifications: - 10+ years of progressive technology experience with a demonstrated track record of delivering operational outcomes
- 8+ years in configuration management, data governance, ServiceNow experience or IT Operations
- 3+ years of direct or indirect people leadership experience, including coaching, onboarding, and performance management
- 3+ years supervising technical teams or managing ServiceNow CMDB, CSDM, Discovery, Service Mapping, and governance practices
- Bachelor's degree in Computer Science, Engineering, or a related field, and/or equivalent practical experience
- Strong financial and operational acumen, including budget management, problem solving, and decision making
- Ability to influence and collaborate across teams, with strong presentation, written, and verbal communication skills
- Proven ability to lead execution on complex initiatives and drive results in fast-paced environments
- Strong leadership and team-building capabilities, including talent development, coaching, and succession planning
- Ability to translate business needs into practical technology support solutions
- Experience ensuring compliance with technology governance, risk management, and operational controls
- Strong data governance, data quality, and data management expertise
- Hands-on experience with ServiceNow Performance Analytics, dashboards, and reporting solutions.
- Working knowledge of ITIL/ITSM principles, IT Operations, and enterprise support tools
Preferred Qualifications: - Master's degree in a relevant discipline
- Advanced leadership or operational certifications (e.g., ITIL Intermediate/Expert, Six Sigma)
- Experience supporting or partnering with enterprise architecture, cloud, or cybersecurity teams
- Background supporting large-scale digital or technology transformation initiatives
- Experience working in retail, supply chain, or distributed enterprise environments
- ITIL Foundation or Intermediate certification
- Experience with enterprise service management platforms (e.g., ServiceNow)
- Background coordinating technology deployments, readiness activities, and change impacts
#DICEJobs #LI-hybrid #LI-SS1
Salary Range: $120,960 - $181,440
Actual compensation offered to a candidate may vary based on their unique qualifications and experience, internal equity, and market conditions. Final compensation decisions will be made in accordance with company policies and applicable laws. 
