Principal, Service Configuration Management

Primary Duties and Responsibilities

To perform this role successfully, the individual must be able to execute each duty effectively:

• Demonstrated experience applying the following to manage the CMDB: ServiceNow CSDM model, ServiceNow Discovery, and ServiceNow Service Mapping for internally developed and externally sourced products.
• Strong understanding of capabilities, business applications, instances, products, models, software packages, and their functions within the ITIL framework.
• Define configuration items (CIs), classes, attributes, data collection methods, and governance to support ITSM modules and business objectives.
• Ability to interpret architectural designs and translate them into functional CI design and relationships. This includes knowledge of IT infrastructure topology—applications, servers, networks, and related components.
• Identify enhancements to improve CMDB and Configuration Management process maturity, and translate these into functional business requirements.
• Understanding of Service and Application Portfolio Management practices.
• Assess and manage the impact of integrated data sources running in parallel with ServiceNow Discovery. Monitor CMDB health and resolve data conflicts.
• Provide governance to ensure CMDB integrity, conduct gap/maturity analyses, and support audits by driving remediation actions.
• Produce operational and management-level status reports including KPIs and KRIs.
• Collaborate effectively across diverse stakeholder groups to maintain a governed, high‑quality CMDB.
• Maintain awareness of organizational strategies and supporting policies that underpin the Configuration Management function.

Qualifications

The requirements below represent the knowledge, skills, and abilities needed to perform the role. Reasonable accommodations may be made for individuals with disabilities.

• 10+ years of experience in Configuration Management and CMDB.
• 10+ years of experience in ITSM process areas and tools (e.g., ServiceNow).
• Experience maturing Configuration Management and CMDB capabilities through crawl‑walk‑run phases.
• Deep understanding of ITIL processes including, but not limited to, Configuration Management, Automated Discovery, IT Asset Management, Change Management, Release Management, Incident Management, Problem Management, and Event Management.
• Ability to collaborate across functions to drive continuous improvement within a technology organization.
• Customer‑focused, detail‑oriented, and goal‑driven.

Technical Skills

• Hands‑on ServiceNow experience is required.
• Advanced knowledge of CMDB/CMS data models.
• Familiarity with ITIL and COBIT 5 as they relate to service and configuration management.
• General knowledge of applications, infrastructure topology (networking, mainframes, servers, containers/clusters, storage), scripting, and databases.
• Strong verbal and written communication abilities, along with problem‑solving skills.
• Proficiency in Excel and PowerPoint.

Education and Experience

• BS/BA in Management Information Systems (MIS), Computer Science, or a related field.
• 10+ years of experience in ITSM or workflow development practices and techniques.

Certificates or Licenses

• ITIL Certified (Foundation+)