Overview

The ServiceNow CMDB, ITAM & CSDM Product Owner is responsible for defining and executing the product strategy, roadmap, and governance model for Configuration Management (CMDB), IT Asset Management (ITAM), and the Common Service Data Model (CSDM).

This role ensures the platform serves as a trusted system of record for assets, services, and infrastructure, enabling operational excellence, risk reduction, audit readiness, and enterprise decision-making.

The Product Owner partners across ServiceNow COE, Enterprise Architecture, Infrastructure, and Risk teams to drive data quality, standardization, and adoption of integrated asset and service models.

Primary Responsibilities

Product Strategy & Roadmap

• Own and maintain the CMDB, ITAM, and CSDM product vision, roadmap, and backlog

• Align platform capabilities to enterprise priorities (resiliency, audit, cost optimization)

• Translate business, operational, and regulatory requirements into product features

• Drive convergence of asset + configuration + service models

CMDB & CSDM Governance

• Define and enforce governance frameworks including:

  • CI lifecycle standards and class design

  • Data ownership, stewardship, and certification

  • Identification and reconciliation rules

• Establish KPIs for:

  • Data completeness, accuracy, timeliness, and compliance

• Ensure traceability for audit, regulatory, and risk requirements

ITAM Strategy & Lifecycle Management

• Own ITAM engineering support across:

  • Hardware Asset Management (HAM)

  • Software Asset Management (SAM)

• Ensure alignment between assets and CIs in CMDB

Service Modeling & CSDM Adoption

• Lead enterprise adoption of CSDM across maturity levels

• Ensure alignment between:

  • CMDB, ITAM assets, and service relationships

• Drive service mapping and dependency modeling for impact visibility

• Drive automation to improve:

  • Data accuracy

  • Operational efficiency

Stakeholder Engagement & Adoption

• Act as primary liaison across:

  • ServiceNow COE

  • Enterprise Architecture

  • Infrastructure / Application owners

• Lead governance forums and working groups

• Drive adoption through:

  • Training, communications, and standards enforcement

Risk, Compliance & Audit Readiness

• Ensure CMDB and ITAM support:

  • Regulatory expectations

  • Third-party risk visibility

  • Business continuity and dependency mapping

• Maintain audit-ready documentation and controls

• Partner with Risk/Audit teams to remediate findings

Managerial/Supervisory Responsibilities:

No direct management responsibility, but while an individual contributor, the jobholder must manage activities through influence, accountability and ownership, functioning in an agile environment

Education and Experience Required:

Bachelor’s degree and a minimum of 4 years’ business, analytical, technical and/or product experience, or in lieu of a degree, a combined minimum of 8 years’ higher education and/or work experience, including a minimum of 4 years’ business, analytical, technical and/or product experience

Education and Experience Preferred:

• Prior experience prioritizing across competing priorities and quickly-changing landscape

• Prior experience actively seeking out multiple opinions, yet making independent decisions and influencing positive outcomes

• Understanding of Design Thinking principles

• Knowledge of basic product design and development best practices

• Knowledge of Agile and Lean principles and practices

• Experience working in partnership with user experience teams on product design

• Experience developing/managing digital capabilities

• Strong verbal and written communication skills

• Specific subject matter expertise as required by assigned product

Location