Product Owner - CMDB

About this role

About Us

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. But the heartbeat of SHI is our employees – all 7,000 of them. If you join our team, you’ll enjoy: • 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. 

Job Summary

The Product Owner - CMDB is responsible for 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.

The ideal candidate combines strong ServiceNow CMDB expertise with product ownership experience and a passion for improving processes, data quality, and platform capabilities. This individual contributor role will focus on maximizing the value of the CMDB through stakeholder collaboration, roadmap planning, process optimization, and ongoing platform enhancement.

This is a hybrid position requiring three days per week in the office and is based in either our Somerset, NJ headquarters or Austin, TX office.

Role Description • 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.

Behaviors and Competencies • Analytical Thinking: Can apply critical thinking to analyze data, identify patterns, and make basic inferences.

• Business Acumen: Can analyze financial and operational data to make informed decisions.

• Collaboration: Can actively participate in team discussions, respect differing opinions, and collaborate with others to achieve common goals.

• Communication: Can effectively communicate complex ideas and information, and can adapt communication style to the audience.

• Data Analysis: Can identify patterns and trends in data, propose hypotheses, and use statistical techniques to test them.

• Detail-Oriented: Can identify errors or inconsistencies in work and make necessary corrections.

• Initiative: Can identify opportunities for improvement, propose solutions, and take action without explicit instructions.

• Follow-Through: Can manage multiple tasks, prioritize effectively, and meet deadlines without needing explicit reminders.

• Organization: Can prioritize daily tasks, manage personal workflow, and utilize basic tools to keep track of responsibilities.

• Problem-Solving: Can identify problems, propose solutions, and take action to resolve them without explicit instructions.

Skill Level 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

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