ServiceNow CMBD Senior Manager/Architect

Otis Elevator Co.·Remote(United States)
Other
Excel

WFA Digital Insight

As the demand for skilled ServiceNow professionals continues to grow, with a 25% increase in job postings over the past year, this role stands out for its focus on strategic CMDB governance and architecture. With the global shift towards digital transformation, companies like Otis Elevator Co. are looking for experts who can drive operational excellence and scalability. To succeed in this role, candidates will need strong technical architecture and integration design experience, as well as excellent leadership and communication skills. According to recent statistics, 60% of companies consider CMDB governance a top priority, making this role a key part of Otis Elevator Co.'s ongoing success. Before applying, candidates should be aware of the importance of staying up-to-date with the latest ServiceNow releases and trends, as well as the need for continuous learning and adaptation in this rapidly evolving field.

Job Description

About the Role

The ServiceNow CMDB Senior Manager/Architect role is a critical position at Otis Elevator Co., responsible for leading the strategic direction, governance, architecture, and operational maturity of the ServiceNow CMDB platform. This role will oversee CMDB health, data quality, discovery, integrations, and alignment to CSDM and enterprise architecture standards, ensuring the platform supports scalable service modeling and operational excellence across the organization. As a senior member of the team, this role will also drive CMDB maturity initiatives, including health dashboards, KPI reporting, and continuous improvement programs.

The ideal candidate will have a deep understanding of enterprise architecture and IT operations processes, as well as strong technical architecture and integration design experience. They will be able to lead cross-functional initiatives and influence enterprise stakeholders, defining operational standards, KPIs, and platform governance processes. With a focus on driving operational excellence and scalability, this role will be key to Otis Elevator Co.'s ongoing success.

What You Will Do

  • 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
  • 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

What We Are Looking For

  • 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

Nice to Have

  • Experience with Excel and data analysis
  • Knowledge of ITIL and IT service management best practices
  • Familiarity with cloud-based IT service management platforms
  • Certification in ServiceNow or related technologies

Benefits and Perks

  • 401(k) plan with a generous company match and an automatic retirement contribution
  • Comprehensive medical, prescription drug, dental, and vision coverage for you and your eligible dependents
  • Three weeks of paid vacation, along with paid company holidays
  • Opportunities for professional growth and development
  • Collaborative and dynamic work environment
  • Flexible remote work arrangements
  • Access to cutting-edge technologies and tools
  • Recognition and reward programs for outstanding performance

How to Stand Out

  • Be prepared to provide examples of your experience with ServiceNow CMDB, Discovery, and Service Mapping, and explain how you have applied this expertise in previous roles.
  • Emphasize your ability to lead cross-functional initiatives and influence enterprise stakeholders, highlighting any relevant experience with change management and stakeholder engagement.
  • Make sure your resume and online profiles are up-to-date and showcase your technical skills, certifications, and experience with ServiceNow and related technologies.
  • Research Otis Elevator Co.'s current projects and initiatives, and be prepared to discuss how your skills and experience align with the company's goals and objectives.
  • Prepare to talk about your experience with data analysis and visualization, and how you have used tools like Excel to drive business insights and decision-making.
  • Be ready to discuss your approach to CMDB governance and maturity, including any experience with health dashboards, KPI reporting, and continuous improvement programs.

This is a remote position listed on WFA Digital, the platform for professionals who work from anywhere. Browse more remote jobs across all categories.