Track Manager - ServiceNow, IT Service Management

Job Summary

Job Summary : 1. Role Summary The Cross Functional CMDB Administrator / Configuration Management Lead (L3) owns CMDB governance, configuration management process maturity, CI lifecycle integrity, data quality, relationship modeling, audit readiness and cross-functional integration with ITSM and operational teams. The role is accountable for ensuring Configuration Items (CIs), hardware/software attributes, topology relationships, service dependencies, lifecycle states and controlled fields remain accurate, traceable and governed. The role works closely with network, security, application, infrastructure, service desk, PMO, procurement, discovery, asset, vendor and ServiceNow teams to keep the CMDB accurate and useful for Incident, Problem, Change, Release, Service Request, Asset and Configuration Management. 2. Role Purpose & Business Outcomes • Ensure the CMDB remains a trusted source of truth for in-scope infrastructure, software, network components, relationships and lifecycle status. • Drive Configuration Management governance across ITSM processes so CI updates are controlled, traceable and supported by approved documentation. • Improve CMDB data quality through audits, discovery reconciliation, attribute completeness checks, duplicate detection and discrepancy remediation. • Enable better incident, change, problem, reporting, monitoring, procurement and lifecycle decisions through accurate CI data and relationship mapping. • Mentor L1/L2 CMDB and operations teams on CI handling, CMDB policy, data quality, reconciliation, audit evidence and configuration management practices. 3. Key Roles & Responsibilities • CMDB Governance Ownership: Own CMDB governance, configuration management standards, CI class model, controlled fields, data quality expectations, lifecycle rules and process documentation. • CI Lifecycle Management: Define and govern CI lifecycle states from receipt, build, deployment and operational use through end-of-support, decommission, disposal and archival. • CI Attribute & Relationship Integrity: Maintain standards for CI attributes, relationship details, dependency mapping, service relationships, network component relationships and operational documentation alignment. • Change Integration: Ensure CI additions, modifications, replacements and removals are linked to approved controlling documentation such as RFCs, change records or updated specifications. • Discovery & Reconciliation Governance: Govern periodic device discovery, integration reconciliation, duplicate detection, orphan CI remediation and investigation of discrepancies between discovery and CMDB records. • Data Quality Management: Define CMDB health reports, completeness checks, accuracy thresholds, stale CI review, relationship quality checks and corrective-action trackers. • Audit & Compliance: Plan and support CMDB audits, physical or logical validation, evidence preparation, CI sampling, audit findings response and remediation tracking. • CMDB Process Integration: Drive CMDB linkage with Incident, Problem, Change, Release, Service Request, Asset, Patch, Monitoring and Reporting processes. • Stakeholder Governance: Lead working sessions with service owners, technology towers, vendors, PMO, security, network, applications and infrastructure teams to resolve ownership, data or relationship issues. • Reporting & Dashboards: Create governance dashboards and reports for CI health, data quality, lifecycle status, discovery discrepancies, audit findings, relationship gaps and improvement actions. • Access & Security Governance: Manage or govern CMDB access roles, data stewardship responsibilities, controlled-field edits and security requirements

Key Responsibilities

 Role Summary The Cross Functional CMDB Administrator / Configuration Management Lead (L3) owns CMDB governance, configuration management process maturity, CI lifecycle integrity, data quality, relationship modeling, audit readiness and cross-functional integration with ITSM and operational teams. The role is accountable for ensuring Configuration Items (CIs), hardware/software attributes, topology relationships, service dependencies, lifecycle states and controlled fields remain accurate, traceable and governed. The role works closely with network, security, application, infrastructure, service desk, PMO, procurement, discovery, asset, vendor and ServiceNow teams to keep the CMDB accurate and useful for Incident, Problem, Change, Release, Service Request, Asset and Configuration Management. 2. Role Purpose & Business Outcomes • Ensure the CMDB remains a trusted source of truth for in-scope infrastructure, software, network components, relationships and lifecycle status. • Drive Configuration Management governance across ITSM processes so CI updates are controlled, traceable and supported by approved documentation. • Improve CMDB data quality through audits, discovery reconciliation, attribute completeness checks, duplicate detection and discrepancy remediation. • Enable better incident, change, problem, reporting, monitoring, procurement and lifecycle decisions through accurate CI data and relationship mapping. • Mentor L1/L2 CMDB and operations teams on CI handling, CMDB policy, data quality, reconciliation, audit evidence and configuration management practices. 3. Key Roles & Responsibilities • CMDB Governance Ownership: Own CMDB governance, configuration management standards, CI class model, controlled fields, data quality expectations, lifecycle rules and process documentation. • CI Lifecycle Management: Define and govern CI lifecycle states from receipt, build, deployment and operational use through end-of-support, decommission, disposal and archival. • CI Attribute & Relationship Integrity: Maintain standards for CI attributes, relationship details, dependency mapping, service relationships, network component relationships and operational documentation alignment. • Change Integration: Ensure CI additions, modifications, replacements and removals are linked to approved controlling documentation such as RFCs, change records or updated specifications. • Discovery & Reconciliation Governance: Govern periodic device discovery, integration reconciliation, duplicate detection, orphan CI remediation and investigation of discrepancies between discovery and CMDB records. • Data Quality Management: Define CMDB health reports, completeness checks, accuracy thresholds, stale CI review, relationship quality checks and corrective-action trackers. • Audit & Compliance: Plan and support CMDB audits, physical or logical validation, evidence preparation, CI sampling, audit findings response and remediation tracking. • CMDB Process Integration: Drive CMDB linkage with Incident, Problem, Change, Release, Service Request, Asset, Patch, Monitoring and Reporting processes. • Stakeholder Governance: Lead working sessions with service owners, technology towers, vendors, PMO, security, network, applications and infrastructure teams to resolve ownership, data or relationship issues. • Reporting & Dashboards: Create governance dashboards and reports for CI health, data quality, lifecycle status, discovery discrepancies, audit findings, relationship gaps and improvement actions. • Access & Security Governance: Manage or govern CMDB access roles, data stewardship responsibilities, controlled-field edits and security 

Skill Requirements

 Role Summary The Cross Functional CMDB Administrator / Configuration Management Lead (L3) owns CMDB governance, configuration management process maturity, CI lifecycle integrity, data quality, relationship modeling, audit readiness and cross-functional integration with ITSM and operational teams. The role is accountable for ensuring Configuration Items (CIs), hardware/software attributes, topology relationships, service dependencies, lifecycle states and controlled fields remain accurate, traceable and governed. The role works closely with network, security, application, infrastructure, service desk, PMO, procurement, discovery, asset, vendor and ServiceNow teams to keep the CMDB accurate and useful for Incident, Problem, Change, Release, Service Request, Asset and Configuration Management. 2. Role Purpose & Business Outcomes • Ensure the CMDB remains a trusted source of truth for in-scope infrastructure, software, network components, relationships and lifecycle status. • Drive Configuration Management governance across ITSM processes so CI updates are controlled, traceable and supported by approved documentation. • Improve CMDB data quality through audits, discovery reconciliation, attribute completeness checks, duplicate detection and discrepancy remediation. • Enable better incident, change, problem, reporting, monitoring, procurement and lifecycle decisions through accurate CI data and relationship mapping. • Mentor L1/L2 CMDB and operations teams on CI handling, CMDB policy, data quality, reconciliation, audit evidence and configuration management practices. 3. Key Roles & Responsibilities • CMDB Governance Ownership: Own CMDB governance, configuration management standards, CI class model, controlled fields, data quality expectations, lifecycle rules and process documentation. • CI Lifecycle Management: Define and govern CI lifecycle states from receipt, build, deployment and operational use through end-of-support, decommission, disposal and archival. • CI Attribute & Relationship Integrity: Maintain standards for CI attributes, relationship details, dependency mapping, service relationships, network component relationships and operational documentation alignment. • Change Integration: Ensure CI additions, modifications, replacements and removals are linked to approved controlling documentation such as RFCs, change records or updated specifications. • Discovery & Reconciliation Governance: Govern periodic device discovery, integration reconciliation, duplicate detection, orphan CI remediation and investigation of discrepancies between discovery and CMDB records. • Data Quality Management: Define CMDB health reports, completeness checks, accuracy thresholds, stale CI review, relationship quality checks and corrective-action trackers. • Audit & Compliance: Plan and support CMDB audits, physical or logical validation, evidence preparation, CI sampling, audit findings response and remediation tracking. • CMDB Process Integration: Drive CMDB linkage with Incident, Problem, Change, Release, Service Request, Asset, Patch, Monitoring and Reporting processes. • Stakeholder Governance: Lead working sessions with service owners, technology towers, vendors, PMO, security, network, applications and infrastructure teams to resolve ownership, data or relationship issues. • Reporting & Dashboards: Create governance dashboards and reports for CI health, data quality, lifecycle status, discovery discrepancies, audit findings, relationship gaps and improvement actions. • Access & Security Governance: Manage or govern CMDB access roles, data stewardship responsibilities, controlled-field edits and security 

Other Requirements

 Role Summary The Cross Functional CMDB Administrator / Configuration Management Lead (L3) owns CMDB governance, configuration management process maturity, CI lifecycle integrity, data quality, relationship modeling, audit readiness and cross-functional integration with ITSM and operational teams. The role is accountable for ensuring Configuration Items (CIs), hardware/software attributes, topology relationships, service dependencies, lifecycle states and controlled fields remain accurate, traceable and governed. The role works closely with network, security, application, infrastructure, service desk, PMO, procurement, discovery, asset, vendor and ServiceNow teams to keep the CMDB accurate and useful for Incident, Problem, Change, Release, Service Request, Asset and Configuration Management. 2. Role Purpose & Business Outcomes • Ensure the CMDB remains a trusted source of truth for in-scope infrastructure, software, network components, relationships and lifecycle status. • Drive Configuration Management governance across ITSM processes so CI updates are controlled, traceable and supported by approved documentation. • Improve CMDB data quality through audits, discovery reconciliation, attribute completeness checks, duplicate detection and discrepancy remediation. • Enable better incident, change, problem, reporting, monitoring, procurement and lifecycle decisions through accurate CI data and relationship mapping. • Mentor L1/L2 CMDB and operations teams on CI handling, CMDB policy, data quality, reconciliation, audit evidence and configuration management practices. 3. Key Roles & Responsibilities • CMDB Governance Ownership: Own CMDB governance, configuration management standards, CI class model, controlled fields, data quality expectations, lifecycle rules and process documentation. • CI Lifecycle Management: Define and govern CI lifecycle states from receipt, build, deployment and operational use through end-of-support, decommission, disposal and archival. • CI Attribute & Relationship Integrity: Maintain standards for CI attributes, relationship details, dependency mapping, service relationships, network component relationships and operational documentation alignment. • Change Integration: Ensure CI additions, modifications, replacements and removals are linked to approved controlling documentation such as RFCs, change records or updated specifications. • Discovery & Reconciliation Governance: Govern periodic device discovery, integration reconciliation, duplicate detection, orphan CI remediation and investigation of discrepancies between discovery and CMDB records. • Data Quality Management: Define CMDB health reports, completeness checks, accuracy thresholds, stale CI review, relationship quality checks and corrective-action trackers. • Audit & Compliance: Plan and support CMDB audits, physical or logical validation, evidence preparation, CI sampling, audit findings response and remediation tracking. • CMDB Process Integration: Drive CMDB linkage with Incident, Problem, Change, Release, Service Request, Asset, Patch, Monitoring and Reporting processes. • Stakeholder Governance: Lead working sessions with service owners, technology towers, vendors, PMO, security, network, applications and infrastructure teams to resolve ownership, data or relationship issues. • Reporting & Dashboards: Create governance dashboards and reports for CI health, data quality, lifecycle status, discovery discrepancies, audit findings, relationship gaps and improvement actions. • Access & Security Governance: Manage or govern CMDB access roles, data stewardship responsibilities, controlled-field edits and security