Job Description

WO value -220k

Job Title: ServiceNow CMDB / CSDM Product Manager

Experience: 7 ~ 10 Years (ServiceNow CMDB Product Ownership Mandatory)

Role Overview

We are seeking an experienced ServiceNow CMDB / CSDM Product Manager to lead the strategy, governance, and continuous improvement of the CMDB ecosystem aligned with the Common Service Data Model (CSDM). The ideal candidate must possess strong hands-on expertise in ServiceNow CMDB implementation and demonstrate practical experience in implementing Agentic AI / Generative AI solutions within Service Management environments, particularly ITSM or ITOM.

Key Responsibilities - CMDB & CSDM Product Ownership

• Define and own CMDB product vision, roadmap, and strategy aligned with enterprise goals.
• Drive adoption and implementation of ServiceNow CSDM across business and technology services.
• Establish and enforce CMDB governance, data quality, and compliance standards.
• Collaborate with ITSM, ITOM, and business stakeholders to ensure accurate service modeling.
• Manage lifecycle of Configuration Items (CIs) including discovery, reconciliation, and relationship mapping.
• Drive automation strategies to improve CMDB accuracy and reliability.

ServiceNow Platform Leadership

• Provide functional and technical leadership for CMDB enhancements and integrations.
• Partner with ServiceNow architects and development teams to implement best practices.
• Oversee platform upgrades, new feature adoption, and optimization initiatives.
• Ensure alignment between CMDB and Service Mapping, Discovery, Event Management, and Asset Management.

Required Skills & Experience - ServiceNow Expertise

• 8+ years of ServiceNow experience.
• 4+ years of hands-on CMDB implementation and governance.
• Strong experience implementing and operationalizing CSDM.
• Experience with ServiceNow Discovery, Service Mapping, and Event Management.
• Strong understanding of ITIL Service Management practices.

Technical & Functional Competencies

• Strong understanding of enterprise service modeling and dependency mapping.
• Experience with integration technologies (REST, APIs, middleware).
• Strong data governance and data modeling expertise.
• Ability to drive automation and digital transformation initiatives.

Soft Skills

• Strong product management and stakeholder management skills.
• Excellent communication and presentation skills.
• Ability to lead cross-functional teams.
• Strategic thinking with strong execution focus.

Success Metrics

• CMDB Data Health & Accuracy Improvement
• CSDM Adoption Maturity
• Automation Coverage Increase
• AI Use Case Value Realization
• Reduction in Incident Resolution Time through AI Integration

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Do

• Provide adequate support in architecture planning, migration & installation for new projects in own tower (platform/dbase/ middleware/ backup)
  • Lead the structural/ architectural design of a platform/ middleware/ database/ back up etc. according to various system requirements to ensure a highly scalable and extensible solution
  • Conduct technology capacity planning by reviewing the current and future requirements
  • Utilize and leverage the new features of all underlying technologies to ensure smooth functioning of the installed databases and applications/ platforms, as applicable
  • Strategize & implement disaster recovery plans and create and implement backup and recovery plans
• Manage the day-to-day operations of the tower
  •  Manage day-to-day operations by troubleshooting any issues, conducting root cause analysis (RCA) and developing fixes to avoid similar issues. 
  • Plan for and manage upgradations, migration, maintenance, backup, installation and configuration functions for own tower
  • Review the technical performance of own tower and deploy ways to improve efficiency, fine tune performance and reduce performance challenges
  • Develop shift roster for the team to ensure no disruption in the tower
  • Create and update SOPs, Data Responsibility Matrices, operations manuals, daily test plans, data architecture guidance etc.
  • Provide weekly status reports to the client leadership team, internal stakeholders on database activities w.r.t. progress, updates, status, and next steps
  • Leverage technology to develop Service Improvement Plan (SIP) through automation and other initiatives for higher efficiency and effectiveness

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Team Management

• Resourcing
  • Forecast talent requirements as per the current and future business needs
  • Hire adequate and right resources for the team 
  • Train direct reportees to make right recruitment and selection decisions 
• Talent Management
  • Ensure 100% compliance to Wipro’s standards of adequate onboarding and training for team members to enhance capability & effectiveness
  • Build an internal talent pool of HiPos and ensure their career progression within the organization
  • Promote diversity in leadership positions
• Performance Management
  • Set goals for direct reportees, conduct timely performance reviews and appraisals, and give constructive feedback to direct reports.
  • Ensure that organizational programs like Performance Nxt are well understood and that the team is taking the opportunities presented by such programs to their and their levels below
• Employee Satisfaction and Engagement
  • Lead and drive engagement initiatives for the team
  • Track team satisfaction scores and identify initiatives to build engagement within the team
  • Proactively challenge the team with larger and enriching projects/ initiatives for the organization or team 
  • Exercise employee recognition and appreciation 

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Deliver

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