The Product Owner for the Service Now Global Configuration Management Database (CMDB) Program plays a strategic leadership role in shaping and executing the roadmap for CMDB capabilities across the enterprise. This role partners with global stakeholders, data stewards, and data consumers to ensure the CMDB evolves to meet business needs, supports IT operations, and delivers reliable data for decision-making. Key responsibilities include managing the lifecycle of Configuration Item (CI) classes, implementing Critical Data Element (CDE) changes, and reporting platform health to executive leadership.

Qualifications

• BA/BS in Information Systems, Computer Science, or related field, or equivalent experience.

• 5+ years of experience in Service Now Configuration Management, with at least 2 years in a Product Owner or similar leadership role.

• Strong understanding of Service Now CMDB architecture, data models, and platform capabilities.

• Experience working with global teams and managing enterprise-scale CMDB implementations.

• Familiarity with ITIL framework and configuration management processes.

Key Competencies

• Ability to communicate technical information clearly to both technical and non-technical users.

• Ability to translate business needs into actionable roadmap items.

• Strong communication and stakeholder engagement skills.

Attention to detail and commitment to maintaining data accuracy and system reliability.

• Ability to work collaboratively with cross-functional teams.

• Eagerness to stay current with Service Now platform updates and platform evolution.

Key Responsibilities

• Product Ownership: Work with stakeholders to define and communicate the vision and roadmap for the Service Now Global CMDB, ensuring alignment with organizational goals, IT strategies, and platform capabilities.

• Stakeholder Engagement: Collaborate with IT, business, and compliance stakeholders to gather requirements, prioritize features, and manage the product backlog.

• CDE Change Management: Oversee changes to existing CI classes, including updates to Critical Data Elements (CDEs) to improve data quality and governance.

• Executive-Level Health Reporting: Oversee the development and delivery of executive-level reporting on CMDB health, including data quality, completeness, and usage metrics.

• Enterprise Alignment: Ensure CMDB initiatives align with enterprise architecture and IT service management goals.

• Documentation Maintenance: Maintain documentation of roadmap items, CI class definitions, and platform changes.

• Continuous Improvement Leadership: Support continuous improvement efforts to enhance CMDB usability, automation, and integration.

• Application Support: Serve as a point of contact for CMDB-related issues, providing timely resolution and support to end users and IT teams.