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About the Role

The Product Owner - CMDB is responsible for defining and executing the vision, roadmap, and product strategy of SHI's ServiceNow Configuration Management Database (CMDB) platform and supporting Configuration Management processes. This role partners closely with IT Operations, Engineering, Security, Asset Management, and Service Management teams to ensure the CMDB delivers accurate, reliable, and actionable configuration data that supports critical IT business processes.

Responsibilities

Own the ServiceNow CMDB product roadmap, strategy, governance framework, and operational processes.
Serve as the Product Owner for ServiceNow CMDB, ensuring platform capabilities align with business and operational objectives.
Partner with stakeholders to gather requirements, prioritize enhancements, and maximize the value delivered by the CMDB platform.
Drive continuous improvement of Configuration Management practices, focusing on data quality, completeness, accuracy, and adoption.
Design, implement, and maintain Configuration Management policies, standards, procedures, and controls.
Collaborate with Infrastructure, Engineering, Security, Service Management, Asset Management, Application Support, and Architecture teams to define Configuration Item (CI) ownership and accountability.
Establish and maintain governance processes for CI lifecycle management, relationship mapping, service mapping, and data stewardship.
Develop and execute plans to onboard applications, infrastructure, cloud resources, business services, and technology assets into the CMDB.
Drive automated discovery, service mapping, and data integration initiatives utilizing ServiceNow capabilities and supporting technologies.
Define and maintain CMDB performance metrics, KPIs, dashboards, and reporting to measure platform effectiveness and adoption.
Coordinate efforts to identify, remediate, and prevent data quality issues across the CMDB ecosystem.
Partner with ITAM teams to align asset management, lifecycle management, and Configuration Management practices.
Support Incident, Problem, Change, Risk, Security, and Service Management processes through accurate configuration and dependency data.
Participate in governance forums, stakeholder workshops, and cross-functional working sessions to support CMDB maturity initiatives.
Evaluate new ServiceNow capabilities and industry best practices to enhance the CMDB platform and supporting processes.
Serve as a subject matter expert for Configuration Management and CMDB-related processes.
Provide guidance and support to stakeholders on CMDB governance requirements, processes, and data stewardship responsibilities.

Requirements

Expert knowledge of ServiceNow CMDB, Configuration Management, Discovery, Service Mapping, and related platform capabilities.
Strong understanding of the ServiceNow data model, Common Service Data Model (CSDM), CI classes, relationships, and governance best practices.
Experience building, enhancing, or supporting enterprise CMDB programs within complex organizations.
Knowledge of ITIL Configuration Management, Change Management, Incident Management, Problem Management, and IT Asset Management practices.
Experience implementing governance frameworks, data quality programs, and operational controls.
Experience integrating CMDB data with infrastructure, cloud, asset management, monitoring, security, and operational systems.
Familiarity with enterprise technologies, including cloud platforms, servers, virtualization, networks, storage, databases, applications, and SaaS solutions.
Strong analytical skills with experience developing KPIs, scorecards, reporting, and dashboards.
Experience leading cross-functional initiatives through influence, collaboration, and stakeholder engagement.
Experience supporting enterprise technology environments leveraging automation, discovery, and service dependency mapping.
Ability to develop product roadmaps, prioritize requirements, and balance competing stakeholder needs.
Strong communication skills, with the ability to translate technical concepts for executive, technical, and non-technical audiences.
Strong process improvement and problem-solving capabilities with a data-driven approach.
Ability to build effective partnerships across IT Operations, Engineering, Security, Architecture, and business teams.
Strong attention to detail and commitment to data accuracy, completeness, and governance compliance.
Results-oriented mindset focused on improving CMDB data quality, user adoption, and operational value.
Bachelor’s degree in Information Technology, Computer Science, Engineering, Business, or equivalent relevant experience.
ITIL Foundation certification required.
5+ years of experience in Configuration Management, CMDB Administration, ServiceNow Administration, IT Service Management, IT Asset Management, Product Ownership, or related disciplines.
3+ years of experience supporting, enhancing, or owning enterprise CMDB capabilities, governance initiatives, or ServiceNow platform functionality.
Experience working in large-scale enterprise environments with multiple technology domains and stakeholders.
Ability to travel 10%

Skills

ServiceNow CMDB
Configuration Management
Discovery
Service Mapping
ServiceNow data model
Common Service Data Model (CSDM)
ITIL Configuration Management
ITIL Change Management
ITIL Incident Management
ITIL Problem Management
IT Asset Management
Governance frameworks
Data quality programs
Operational controls
Cloud platforms
Servers
Virtualization
Networks
Storage
Databases
Applications
SaaS solutions
KPI development
Scorecards
Reporting
Dashboards
Cross-functional initiative leadership
Automation
Service dependency mapping
Product roadmap development
Requirement prioritization
Stakeholder engagement
Process improvement
Problem-solving
Data accuracy
Data completeness
Governance compliance
ServiceNow Certified System Administrator (CSA)
ServiceNow Certified Application Developer (CAD)
ServiceNow Certified Implementation Specialist (CIS) - Discovery
ServiceNow Certified Implementation Specialist (CIS) - Service Mapping
Advanced ITIL certifications
Common Service Data Model (CSDM) implementation
Common Service Data Model (CSDM) governance
ServiceNow Discovery optimization
ServiceNow Service Mapping optimization
ServiceNow CMDB optimization

Location

Somerset, NJ
Austin, TX

Work Type

Hybrid

Experience Level

5+ years of experience in Configuration Management, CMDB Administration, ServiceNow Administration, IT Service Management, IT Asset Management, Product Ownership, or related disciplines.
3+ years of experience supporting, enhancing, or owning enterprise CMDB capabilities, governance initiatives, or ServiceNow platform functionality.

Education Level

Bachelor’s degree in Information Technology, Computer Science, Engineering, Business, or equivalent relevant experience.
ITIL Foundation certification required.

Salary/Compensations

$90,000 - $140,000

Benefits

Medical
Vision
Dental
401K
Flexible spending

About the Company

Since 1989, SHI International Corp. has helped organizations change the world through technology.
We’ve grown every year since, and today we’re proud to be a $16 billion global provider of IT solutions and services.
Over 17,000 organizations worldwide rely on SHI’s concierge approach to help them solve what’s next.
The heartbeat of SHI is our employees – all 7,000 of them.
Our commitment to diversity, as the largest minority- and woman-owned enterprise in the U.S.
Continuous professional growth and leadership opportunities.
Health, wellness, and financial benefits to offer peace of mind to you and your family.
World-class facilities and the technology you need to thrive – in our offices or yours.

Equal Opportunity

Equal Employment Opportunity – M/F/Disability/Protected Veteran Status