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Sr Tech Lead - ServiceNow CMDB

Chicago, IL

Tech Lead Infrastructure

The ServiceNow CMDB Senior Manager is responsible management and oversight TIAA’s Configuration Management Database System (CMDB). This position provides strategic direction, vision, design and communicates and ensures adherence to Asset and Configuration Management policies and framework to ensure effective and efficient maintenance of enterprise CMDB and Configuration Items (CIs) required to deliver IT services. This position will manage global CMDB team operating in US and India which is responsible for the architecture, design, discovery, administration, development and all other aspects of the CMDB.

Key Responsibilities and Duties

  • Responsible for the operational support, data quality, management and oversight of enterprise CMDB, Configuration Items (CIs), their types, attributes, and CI relationships in support of the CMDB.
  • Ensures delivery of single source of truth for entire CMDB covering comprehensive volume of various configuration items e.g. application services, servers, databases, etc. and their relationships.
  • Creates roadmap for transitioning CMDB to new CSDM model, continuously work towards CMDB maturity by conducting regular review of CSDM, processes, procedures and tools.
  • Manages the improvement of discovery processes and procedures, ensuring alignment with ServiceNow recommendations for CMDB and discovery configuration.
  • Defines and implements configuration management policies and procedures to support the configuration management database (CMDB).
  • Strong collaboration with stakeholders including internal customers, stakeholders and vendors to understand challenges and gain consensus on CMDB process standardization, governance, audits and operational solutions; runs the CMDB governance committee.
  • Builds and enhance data quality solution to maintain CMDB data quality and champions and enforces data quality error remediation across the CMDB.
  • Leads execution of regular CMDB data certification campaigns.
  • Acts CMDB SME and provide supports for audit, compliance and regulatory inquiries.

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Educational Requirements

  • University (Degree) Preferred

Work Experience

  • 5+ Years Required; 7+ Years Preferred

Physical Requirements

  • Physical Requirements: Sedentary Work

Career Level

Required Skills

  • 5 or more years of experience as a SACM process owner, CMDB manager or ServiceNow CMDB solutions architect
  • 3 or more years experience with ServiceNow CSDM, CMDB Discovery, ServiceGraph and CMDB Health
  • 3 or more years of experience in defining processes and governance around CMDB is a must requirement

Preferred Skills

  • ServiceNow Certified System Administration
  • ITIL v3 or ITIL 4 foundation practitioner level certification preferred
  • Experience with WMI, SSH, SNMP, PowerShell, REST, SOAP, and JavaScript 
  • BS in Computer Science / Computer Information Systems or equivalent degree
  • Expert in IT Asset Management Lifecycle processes (including hardware and software) 
  • Demonstrable experience of working collaboratively with stakeholder teams in business and IT to exert influence to deliver services and processes
  • Superior written, oral, communication and presentation skills - ability to prepare high quality reports and presentations for IT stakeholders, senior management, and customers.
  • Knowledgeable of industry best practices and trends for CMDB and configuration management; knowledgeable of both on-premises and cloud infrastructure assets and environments

Potential Salary: $182,070.00 USD

Actual base salary may vary based upon, but not limited to, relevant experience, time in role, base salary of internal peers, prior performance, business sector, and geographic location.  In addition to base salary, the competitive compensation package may include, depending on the role, participation in an incentive program linked to performance (for example, annual discretionary incentive programs, non-annual sales incentive plans, or other non-annual incentive plans). 


Company Overview

TIAA is the leading provider of financial services in the academic, research, medical, cultural and government fields. We offer a wide range of financial solutions, including investing, banking, advice and education, and retirement services.

COVID-19 Vaccination

TIAA requires all U.S. employees to be fully vaccinated against COVID-19 and provide documentation of full vaccination, unless you qualify for an accommodation as determined by TIAA consistent with applicable law.

Benefits and Total Rewards

The organization is committed to making financial well-being possible for its clients, and is equally committed to the well-being of our associates. That’s why we offer a comprehensive Total Rewards package designed to make a positive difference in the lives of our associates and their loved ones. Our benefits include a superior retirement program and highly competitive health, wellness and work life offerings that can help you achieve and maintain your best possible physical, emotional and financial well-being. To learn more about your benefits, please review our Benefits Summary.

Equal Opportunity

We are an Equal Opportunity/Affirmative Action Employer. We consider all qualified applicants for employment regardless of age, race, color, national origin, sex, religion, veteran status, disability, sexual orientation, gender identity, or any other protected status.

Read more about the Equal Opportunity Law here.

Accessibility Support

TIAA offers support for those who need assistance with our online application process to provide an equal employment opportunity to all job seekers, including individuals with disabilities. 

If you are a U.S. applicant and desire a reasonable accommodation to complete a job application please use one of the below options to contact our accessibility support team: 

Phone: (800) 842-2755


Privacy Notices

For residents of California, please click here to access the TIAA CA Applicant Privacy Notice.

For residents of the EU / UK, please click here to access the EU / UK Pre-employment Notice.

For all other residents, click here to access the Applicant Privacy Notice.

Job ID: e0aa2255fb95f8aab0f1831bf017f4727b83da15b1a7634be20bb8d13ef5479b
Employment Type: Other