Senior IT Process Manager (IT Configuration/CMDB) | f/m/d

The Senior IT Process Manager for IT Configuration/CMDB is responsible for designing, implementing, and continuously improving the IT Configuration Management Database (CMDB) across the organization. This role ensures that accurate, complete, and reliable configuration data is available to support IT Service Management processes such as Incident, Problem, Change and Release Management. The Senior IT Process Manager works with the Common Service Data Model (CSDM), collaborating closely with technical and business stakeholders to ensure the CMDB retains its integrity for operational processes as well as strategic decision making. How you will get the job done - managing and maintaining the IT Configuration Management Database (CMDB) pertaining to the Common Service Data Model (CSDM) - being responsible for Platform Configuration – customize forms, fields, workflows, UI policies, to meet Business requirements - developing and scripting – utilize JavaScript, Glidescript, and ServiceNow APIs to build custom applications and solutions - building and maintaining integrations with third-party systems, using SOAP/REST APIs and integration hub - documenting code, application functionality, and creating technical designs from functional requirements - creating dashboards for reporting and monitoring of ITSM process specific requirements - collaborating with Infrastructure, Application, Network, Security, and Service Management teams to integrate data sources and ensure CMDB completeness and accuracy - defining and monitoring KPIs and metrics for CMDB and Configuration Management performance, driving corrective actions and improvement initiatives - leading or participating in CMDB‑related projects (tool implementation, integrations, data migrations, discovery tools, automation) - conducting regular CMDB quality checks, audits, and reconciliation activities; manage data cleansing and normalization - providing guidance, training, and communication to stakeholders on Configuration Management policies, roles, and responsibilities - acting as a primary point of contact and advisor for all topics related to Configuration Management and CMDB for both IT and business stakeholders