ServiceNow CMBD Senior Manager/Architect

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Would you like to join a truly international, talent driven company that values Safety, Ethics, Quality, Innovation and Employee Opportunity?

The ServiceNow CMDB Senior Manager / Architect is responsible for leading the strategic direction, governance, architecture, and operational maturity of the ServiceNow CMDB platform. This role oversees CMDB health, data quality, discovery, integrations, and alignment to CSDM and enterprise architecture standards while ensuring the platform supports scalable service modeling and operational excellence across the organization.

On a typical day you will:

• Own and manage the Configuration Management Database (CMDB) strategy and roadmap

• Ensure data integrity, completeness, and accuracy across all CI classes

• Govern CI class models, relationships, and data sources

• Define and enforce CI naming conventions, lifecycle states, and data policies

• Work closely with Discovery and Integration teams to automate data population

• Align CMDB structure with CSDM and service modeling best practices

• Lead CMDB governance processes, standards, and operational controls across the platform

• Establish and maintain CMDB governance councils, policies, and data stewardship practices

• Drive CMDB maturity initiatives, including health dashboards, KPI reporting, and continuous improvement programs

• Define governance processes for onboarding new CI classes, integrations, and data sources

• Partner with enterprise architecture, infrastructure, security, and application teams to ensure accurate service mapping and data ownership

• Architect scalable CMDB and CSDM solutions that support enterprise operational and business capabilities

• Oversee Discovery, Service Mapping, and integration architecture to ensure reliable and automated CI population

• Review and approve CMDB-related technical designs, integrations, and data model changes

• Ensure compliance with platform governance, audit, security, and data retention requirements

• Provide leadership and direction for CMDB operational support, enhancement delivery, and platform optimization efforts

• Support platform upgrade planning and validation activities related to CMDB, Discovery, and integrations

• Mentor technical teams and provide architectural guidance for CMDB, Discovery, CSDM, and related platform capabilities

• Collaborate with platform leadership to prioritize CMDB and CSDM initiatives aligned with organizational goals and operational maturity objectives

Key Focus Areas

• CMDB Governance & Standards

• CSDM Alignment & Service Modeling

• Discovery & Data Normalization

• Service Mapping & CI Relationships

• Data Quality & Operational Metrics

• Integration Architecture

• Platform Scalability & Automation

• Continuous Improvement & CMDB Maturity

What you will need to be successful:

• Bachelor's degree or equivalent work experience

• 8+ years of ServiceNow experience

• Deep expertise in ServiceNow CMDB, Discovery, Service Mapping, and CSDM

• Strong understanding of enterprise architecture and IT operations processes

• Experience leading CMDB governance and maturity programs

• Strong technical architecture and integration design experience

• Ability to lead cross-functional initiatives and influence enterprise stakeholders

• Experience defining operational standards, KPIs, and platform governance processes

• Strong leadership, communication, and organizational skills

Additional Comments:

Given the nature of the position, applicants must have authorization to work in the U.S. now and in the future without sponsorship.

What we offer:

• We offer a 401(k) plan with a generous company match and an automatic retirement contribution for your future financial security from day one of your employment, you and your eligible dependents will receive comprehensive medical, prescription drug, dental, and vision coverage. 

• Enjoy three weeks of paid vacation, along with paid company holidays 

• We provide paid sick leave, employee assistance, and wellness incentive programs to support your well-being. 

• Life insurance and disability coverage to protect you and your family. 

•  Voluntary benefits, including options for legal, pet, home, and auto insurance. 

• We offer generous birth/adoption and parental leave benefits, as well as adoption assistance, to support growing families. 

• Pursue your educational goals with our tuition reimbursement program. 

• Recognize and be recognized! We celebrate service anniversaries and offer spot performance bonus opportunities to show our appreciation. 

If you live in a city, chances are we will give you a lift or play a role in keeping you moving every day. 

Otis is the world’s leading elevator and escalator manufacturing, installation, and service company. We move 2.4 billion people every day and maintain approximately 2.4 million customer units worldwide, the industry's largest Service portfolio.  

You may recognize our products in some of the world’s most famous landmarks including the Eiffel Tower, Empire State Building, Burj Khalifa and the Petronas Twin Towers! We are 72,000 people strong, including engineers, digital technology experts, sales, and functional specialists, as well as factory and field technicians, all committed to meeting the diverse needs of our customers and passengers in more than 200 countries and territories worldwide. We are proud to be a diverse, global team with a proven legacy of innovation that continues to be the bedrock of a fast-moving, high-performance company.  

When you join Otis, you become part of an innovative global industry leader with a resilient business model. You’ll belong to a diverse, trusted, and caring community where your contributions, and the skills and capabilities you’ll gain working alongside the best and brightest, keep us connected and on the cutting edge.  

We provide opportunities, training, and resources, that build leadership and capabilities in Sales, Field, Engineering and Major Projects and our Employee Scholar Program is a notable point of pride, through which Otis sponsors colleagues to pursue degrees or certification programs.   

Today, our focus more than ever is on people. As a global, people-powered company, we put people – passengers, customers, and colleagues – at the center of everything we do.  We are guided by our values that we call our Three Absolutes – prioritizing Safety, Ethics, Quality in all that we do. If you would like to learn more about environmental, social and governance (ESG) at Otis click here.  

Become a part of the Otis team and help us #Buildwhatsnext! 

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