The CMDB Manager is responsible for overseeing the development, maintenance, and operational performance of the Configuration Management Database (CMDB) and Common Service Data Model (CSDM) within ServiceNow for Bauer. The role will ensure that the CMDB and CSDM are up-to-date, accurate, and provide critical information on the IT assets, configurations, and their relationships. This position plays a pivotal role in supporting IT service management (ITSM) processes like Incident, Problem, Change, and Asset Management, ensuring data integrity, compliance, and continuous improvement of the CMDB and CSDM.
Department: Global Technology
Reports to: Head of Service Management
Location: Poland (remotely)/ Warsaw Office (Requirement for occasional travel across Europe)
responsibilities :
CMDB and CSDM Strategy:
Develop and implement a comprehensive strategy for managing the CMDB aligning with ITIL best practices.
Develop and maintain the CSDM framework for IT Services across Bauer.
Lead the design, architecture, and deployment of CMDB processes, ensuring requirements and business needs reflected in the Service Catalogue are met.
Ensure integration of the CMDB with other ITSM processes (Incident, Problem, Change, and Asset Management).
Service Catalogue & CSDM Management:
Own the ongoing maintenance of the Service Catalogue, ensuring that all IT Services are well-documented in ServiceNow’s CSDM.
Liaise with Service Owners to ensure Services are aligned with business needs and goals.
Plan and communicate changes with relevant stakeholders.
Data Governance and Integrity:
Ensure data accuracy, completeness, and integrity of all CI (Configuration Item) data within ServiceNow.
Develop and implement validation, audit, and reconciliation processes to regularly assess data quality.
Define and implement data standards and enforce policies for data entry and maintenance.
Collaborate with stakeholders to ensure data is captured consistently across systems and functions.
Configuration Items (CIs) Management:
Oversee the discovery, documentation, and tracking of all IT assets and services as Configuration Items (CIs) in the CMDB.
Maintain accurate relationships and dependencies between CIs, services, and infrastructure components.
Ensure the timely updating and maintenance of CIs throughout their lifecycle (create, modify, retire).
Collaboration and Stakeholder Engagement:
Act as the primary point of contact between IT and other departments for CMDB-related issues, ensuring alignment with business and operational goals.
Collaborate with IT Asset Managers, Change Managers and Service Owners across the Business and Technology to ensure smooth and accurate data flows.
Provide training and support to internal teams regarding processes, tools, and compliance. Ensure all changes are clearly communicated to impacted End Users.
Process Improvement:
Continuously improve CSDM and CMDB processes and policies in alignment with changing business needs, industry trends, and technology advancements.
Lead initiatives for automation of CSDM and CMDB updates, leveraging discovery tools and data feeds from IT systems.
Conduct regular reviews and assessments to identify gaps and areas for improvement.
Reporting and Analytics:
Create and manage reports and dashboards for senior management on the status, accuracy, and health of the CMDB.
Provide actionable insights to enhance operational efficiencies and risk management based on CMDB data analysis.
Support IT audits by providing necessary CMDB data and ensuring compliance with internal and external regulations.
requirements-expected :
Education:
Bachelor’s degree in information technology, Computer Science, or a related field.
ITIL Certification (Foundation or higher) is strongly preferred.
Experience:
Minimum of 5 years of experience in IT Service Management, with at least 2 years of hands-on experience managing a CMDB.
Proven experience with CMDB tools such as ServiceNow, BMC Remedy, or similar platforms.
Familiarity with IT asset management (ITAM/SAM/HAM) change management, and incident/problem management processes.
Skills & Competencies:
In-depth understanding of ITIL practices, particularly Configuration Management and ITSM processes.
Proficiency in discovery tools and integrations with CMDB platforms.
Strong analytical and problem-solving skills with an attention to detail.
Excellent communication and stakeholder management skills.
Ability to work cross-functionally and manage multiple priorities in a fast-paced environment.
Knowledge of scripting, automation, and integrations with ITSM platforms is a plus.
Please reach out if you do not have all these qualifications as we will consider applications from candidates with CMDB and ServiceNow experience.
