ServiceNow Manager

Essentials:

• An expert in the management and manipulation of complex datasets with strong expertise in one or more data languages.
• Extensive experience in ITIL-based configuration management within an IT organisation.
• Proven ability to lead, motivate, and manage geographically dispersed, diverse teams.
• Strong stakeholder management skills; building strong relationships and ensuring alignment on CMDB strategy.
• Experience establishing and enforcing governance processes and data quality standards within an ITIL framework.
• Excellent communication and interpersonal skills; effectively leading and managing teams.
• Strong time management and workload prioritisation skills.
• Commitment to delivering high quality work and understanding its impact on the business.
• Ability to quickly understand and adopt new technologies and best practices within the ITIL configuration management
• Ability to quickly understand and adopt new technologies and best practices within the ITIL configuration management process.
• Enthusiastic and pragmatic approach to problem-solving.

Preferred:

• Experience with the Common Data Services Model (CSDM) framework.

Responsibilities:

• The key responsibilities revolve around ensuring that all Service Management-related disciplines are supported via high quality Configuration Management Database (CMDB) data, including working with Service and Application owners to ensure that they are meeting their responsibilities for maintenance of CMDB data, and ensuring compliance with the Global Target Operating Model (GTOM).
• Ensure that the CMDB is correct, complete and compliant, including its data model, CI relationships, data quality metrics, and security.
• Develop and improve the current CMDB data model and its core data sources.
• Define and maintain relationships between CIs within the CMDB to ensure accurate dependency mapping.
• Oversee and manage data input and updates to the CMDB, ensuring data accuracy and completeness through automated and manual processes, including data validation and reconciliation.
• Define and report on key CMDB data quality metrics, such as completeness, accuracy, and compliancy for leadership and key stakeholders.

Manage CMDB data access and security, ensuring compliance with relevant global policies and regulations.