ServiceNow CMDB process Architect

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.

Position Overview:

The ServiceNow CMDB Process Architect is responsible for defining, governing, and optimizing Configuration Management Database (CMDB) processes within an IT Service Management (ITSM) framework. This role ensures that CMDB aligns with business objectives, ITIL best practices, and compliance requirements while maintaining data integrity and operational efficiency.

Key Responsibilities:

1 . CMDB Governance & Strategy

• Develop and implement CMDB policies, procedures, and standards in alignment with ITIL best practices.
• Define roles and responsibilities for CMDB management across IT teams and business stakeholders.
• Ensure compliance with regulatory, security, and organizational requirements.
• Establish and maintain governance frameworks to manage Configuration Items (CIs) effectively.

2. Process Design & Optimization

• Design and document end-to-end Configuration Management processes in ServiceNow.
• Develop and enforce CI lifecycle management processes (creation, updates, retirement).
• Define data ownership and accountability to improve CMDB accuracy.
• Identify process inefficiencies and implement improvements for better data consistency and usability.

3. CMDB Data Integrity & Quality Management

• Define data quality standards, validation rules, and reconciliation processes.
• Work with CMDB administrators and discovery teams to identify and resolve data gaps.
• Establish automated audits, reporting, and exception handling mechanisms.
• Drive continuous data normalization and standardization efforts.

4. Stakeholder Collaboration & Training

• Work closely with ITSM, ITOM, Asset Management, Security, and Compliance teams to ensure cross-functional CMDB alignment.
• Act as a liaison between technical teams and business units to translate requirements into actionable processes.
• Conduct training and awareness programs to ensure teams follow CMDB processes effectively.

5. ServiceNow CMDB Best Practices & Enhancements

• Ensure CMDB configuration follows ServiceNow best practices and ITIL guidelines.
• Recommend enhancements, automation, and integrations to improve CMDB efficiency.
• Monitor ServiceNow CMDB performance, adoption, and usage trends.

6. Reporting & Performance Metrics

• Define and monitor KPIs for CMDB health, completeness, and accuracy.
• Generate reports and dashboards to track compliance, coverage, and process adherence.
• Provide regular insights to leadership on CMDB maturity and continuous improvement opportunities.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or related field.
• 10+ years of experience in ServiceNow CMDB Process Architecture role
• Ability to translate business needs into structured CMDB processes.
• Excellent communication, stakeholder management, and process documentation skills.
• Knowledge of data governance, compliance, and security standards.
• ServiceNow Certified Implementation Specialist - CMDB (CIS-CMDB) is preferred
• ITIL v3/v4 Certification is preferred
• Strong analytical skills with the ability to interpret data and provide actionable insights.

Excellent communication, collaboration, and problem-solving skills.

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.