About Northern Trust:
Northern Trust, a Fortune 500 company, is a globally recognized, award-winning financial institution that has been in continuous operation since 1889.
Northern Trust is proud to provide innovative financial services and guidance to the world’s most successful individuals, families, and institutions by remaining true to our enduring principles of service, expertise, and integrity. With more than 130 years of financial experience and over 22,000 partners, we serve the world’s most sophisticated clients using leading technology and exceptional service.
Job Description: ITSM Configuration Management Governance Lead
The ITSM Configuration Management Governance Lead will work with the Service Asset and Configuration Management (SACM) Manager, Change Management, Service Managers, and IT support teams to perform day-to-day ITSM Configuration Management operations. The role will perform data analysis, auditing, quality reviews and data entry into the Configuration Management Database (CMDB).
Major Duties:
CMDB Governance:
- Work with CMDB Process owner to Develop and implement a comprehensive CMDB governance strategy aligned with the organization's IT and business goals.
- Lead and manage a team of CMDB specialists to ensure the effective maintenance and governance of the CMDB.
- Advocate for the importance of CMDB accuracy and governance across the organization.
Data Management and Integrity:
- Participating as a member of the SACM team to work with field resources to identify and validate complete life-cycle of end user and enterprise Configuration Items (CIs)
- Manage the process for CI intake (discovery/federation/manual) and updates in the CMDB and the onboarding of new CI classes and attribute
- Ensures that the CIs required to deliver services are accurate and reliable information about the CI is available when and where needed
- Performs configuration audits to check that the physical/virtual IT inventory is consistent with the asset and CMDB and initiates necessary corrective action
- Contribute to the process for mapping infrastructure CIs to Applications (Application Services) and Business Services within ITSM Toolset
- Will engage and work with tower resources and IT service delivery teams to identify and then collect missing Configuration Item (CI) information
- Contributes to the development of processes and procedures to continually enhance CMDB data integrity and compliance
Governance and Compliance:
- Establish and enforce CMDB governance policies, standards, and procedures.
- Ensure compliance with regulatory requirements and industry best practices for CMDB management.
- Conduct regular audits and reviews of the CMDB to identify and rectify data inconsistencies and gaps.
- Monitor and report on CMDB health, accuracy, and completeness metrics.
Process Improvement:
- Design and implement processes for the continuous improvement of CMDB data quality and governance.
- Collaborate with IT and business stakeholders to refine configuration management processes and integrate them into IT service management (ITSM) practices.
- Identify and implement tools and technologies that enhance CMDB management and data integrity.
Data Management and Integrity:
- Ensure that all Configuration Items (CIs) in the CMDB are properly identified, classified, and maintained.
- Oversee the accuracy, consistency, and completeness of CMDB data, ensuring it supports IT service delivery and business needs.
- Establish mechanisms for data validation, reconciliation, and correction to maintain high data quality.
Collaboration and Stakeholder Engagement:
- Work closely with IT operations, service management, change management, and asset management teams to ensure accurate and timely updates to the CMDB.
- Engage with business units to understand their requirements for CMDB data and ensure alignment with business objectives.
- Facilitate communication and training for stakeholders on CMDB governance policies and processes.
Reporting and Analytics:
- Develop and deliver regular reports on CMDB status, trends, and issues to IT leadership and other stakeholders.
- Leverage analytics to provide insights into CMDB usage and opportunities for improvement.
- Use data-driven approaches to demonstrate the value and impact of CMDB governance on IT operations and business outcomes.
Risk Management:
- Identify and mitigate risks related to CMDB inaccuracies and governance failures.
- Develop and implement controls to prevent unauthorized changes to CMDB data.
- Ensure that CMDB-related risks are effectively managed within the organization's overall risk management framework.
Required Skills:
- Extensive experience with ServiceNow, including implementation and management.
- ITIL v4 certification required
- Must have experience with configuration management tools (e.g. ServiceNow, Flexera, SNOW, etc)
- Ability to analyze data from multiple data sources such as, but not limited to, SCCM, ServiceWatch/ServiceNow Discovery, Altiris and LANDesk or other similar data collecting tools
- Strong technical background and understanding of IT Service Infrastructure and software technologies
- Presentation and communication skills to deliver CMDB status to stakeholders
- ServiceNow certifications (e.g., Certified Implementation Specialist, Certified System Administrator).
- Experience with ITSM Configuration Management required
- Experience with IT End User Asset Management required
- Good understanding of ITIL Service Management processes
- Must possess strong computer skills - expert in Excel to analyze large volumes of data
- CSA certified
Preferred/ Recommended:
- Bachelor’s degree in Information Technology, Computer Science, or a related field; Master’s degree preferred.
- Strong understanding of IT governance frameworks and best practices.
- Proven leadership and project management skills.
- Excellent communication and stakeholder management abilities.
- Familiarity with regulatory and compliance standards relevant to ServiceNow usage.
- Experience in large-scale IT transformation projects.
- Knowledge of ITIL practices and methodologies
Working with Us:
As a Northern Trust partner, greater achievements await. You will be part of a flexible and collaborative work culture in an organization where financial strength and stability is an asset that emboldens us to explore new ideas.
Movement within the organization is encouraged, senior leaders are accessible, and you can take pride in working for a company committed to assisting the communities we serve! Join a workplace with a greater purpose.
We’d love to learn more about how your interests and experience could be a fit with one of the world’s most admired and sustainable companies! Build your career with us and apply today. #MadeForGreater
Reasonable accommodation
Northern Trust is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please email our HR Service Center at MyHRHelp@ntrs.com.
We hope you’re excited about the role and the opportunity to work with us. We value an inclusive workplace and understand flexibility means different things to different people.
Apply today and talk to us about your flexible working requirements and together we can achieve greater.
