Enterprise Service Configuration Manager (ServiceNow)

TL;DR

Enterprise Service Configuration Manager (ServiceNow): Managing the end-to-end CMDB lifecycle to ensure data accuracy and alignment with Enterprise Service Management processes with an accent on data modeling, governance, and AI/ML integration. Focus on optimizing discovery patterns, designing CSDM-aligned service models, and improving operational resilience for mission-critical services.

Location: Seattle, WA, United States

Salary: $156,500 – $219,000

Company

Global travel technology platform powering travel brands for users worldwide.

What you will do

• Own and manage the end-to-end CMDB lifecycle, ensuring configuration item (CI) data is accurate and aligned to ESM processes.
• Design and continuously refine CMDB data models, class structures, and relationships to support reliable service mapping.
• Partner with service owners and engineering teams to define and enforce CMDB governance and data quality rules.
• Optimize CMDB integrations, discovery patterns, and reconciliation rules to reduce manual effort and enhance data fidelity.
• Develop system-level documentation, including low-level designs, API specifications, and data schemas.
• Implement AI/ML-enabled solutions for improved data quality, anomaly detection, and change impact prediction.

Requirements

• Bachelor’s degree in Computer Science, Engineering, or related technical field.
• Senior individual contributor experience with at least one year of technical leadership managing engineers.
• 3+ years of experience leading engineering or ITSM teams within ITSM, ITOM, or ITAM domains.
• Deep hands-on expertise with ServiceNow or Jira Service Management, specifically CSDM-aligned service modeling.
• Proven ownership of an enterprise-scale CMDB platform as a source of truth for infrastructure and dependencies.
• Must be authorized to work in the US (E-Verify participant).

Nice to have

• Domain experience in travel, e-commerce at scale, marketplaces, or SaaS.
• Background as an ITSM/ITOM Architect, ServiceNow Platform Owner, or SRE.
• Advanced experience using AI/ML techniques to automate CI classification and detect configuration drift.

Culture & Benefits

• Flexible work model combining remote options with office access.
• Comprehensive benefits including medical, dental, vision, and an Employee Assistance Program.
• Generous paid time off and parental leave.
• Travel-specific perks including wellness & travel reimbursement and travel discounts.
• Access to career development resources and an inclusive, diverse work environment.