Job Description Summary:
The Configuration Manager is the hands-on owner of the enterprise Configuration Management capability and the quality of the Configuration Management Database (CMDB). This role establishes the operating model, governance, data standards, controls, and day-to-day practices required to maintain trustworthy configuration and service data. The manager partners across Infrastructure, Security, Enterprise Architecture, Service Desk, application teams, service owners, and the ServiceNow platform team to improve CMDB health, ownership, relationship quality, service impact visibility, and audit readiness. The role leads the practical maturation of ServiceNow CMDB, Discovery, Service Mapping, and CSDM-aligned data practices according to the approved roadmap.
Job Description:
Primary Responsibilities
Define and run the enterprise configuration management operating model, including policy, scope, roles, governance forums, controls, evidence, and accountable ownership.
Own CMDB class strategy, lifecycle states, ownership standards, relationship models, certification requirements, and CSDM alignment.
Govern identification and reconciliation rules, source precedence, authorized data sources, exception handling, and duplicate remediation.
Set measurable CMDB Health targets for completeness, correctness, compliance, freshness, duplicates, stale records, orphaned relationships, and required ownership fields.
Govern Discovery, Service Mapping, cloud, endpoint, identity, and approved import sources that populate the CMDB.
Lead practical modeling of business applications, application or service instances, technology services and offerings, business services and offerings, and supporting CIs.
Embed configuration data and controls into Incident, Change, Request, Problem, Vulnerability Response, onboarding, projects, acquisitions, and decommissioning.
Maintain procedures, certification evidence, exception registers, data-source approvals, and audit reporting.
Serve as the business and operational owner for ServiceNow CMDB capabilities, validating scalable designs and leading acceptance testing.
Facilitate governance forums and manage implementation partners, managed service providers, discovery owners, data-source owners, and service owners.
Maintain a foundation-first CMDB roadmap and create SOPs, runbooks, data dictionaries, role definitions, training, and knowledge.
Success Measures
Improved completeness, correctness, compliance, and freshness of in-scope configuration data.
Reduction in duplicate, stale, incomplete, and unauthorized CI records.
Clear ownership and lifecycle accountability for in-scope CIs and services.
Improved relationship quality and service-impact visibility for operational and change decisions.
Documented controls, certification evidence, and repeatable governance with accountable owners.
Basic Qualifications
7+ years of experience in configuration management, CMDB, IT service management, infrastructure operations, enterprise systems, or related discipline.
Demonstrated experience establishing or improving CMDB and configuration management practices in a complex enterprise environment.
Hands-on knowledge of ServiceNow CMDB, including classes, CI lifecycle, relationships, identification and reconciliation, certification, CMDB Health, imports, integrations, and source governance.
Working knowledge of CSDM and the relationships among business applications, service instances, technology services and offerings, business services and offerings, and supporting CIs.
Experience with Discovery, Service Mapping, cloud or endpoint data sources, and resolving conflicts across authoritative systems.
Ability to define policy, process, controls, RACI, standards, KPIs, dashboards, governance gates, and remediation plans.
Strong analytical, facilitation, documentation, executive communication, and vendor-management skills.
Bachelor's degree in information technology, business, operations, or a related field, or…