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As a member of the Global Technology Operations team, you will oversee the governance of the Enterprise Configuration Management Database (CMDB) platform. This includes managing configuration item (CI) data, maintaining the data model, overseeing change management processes, ensuring effective discovery governance, facilitating service mapping, generating reports, and managing related processes to support the organisation's IT asset CMDB requirements. You will be accountable for designing, implementing, maintaining, and continuously enhancing the organization's CMDB practices.

Develop a comprehensive CMDB strategy that aligns with both organisational objectives and industry best practices.
Lead CMDB governance by establishing and maintaining robust policies and standards enterprise-wide.
Direct the architecture, design, and data integrity frameworks for the CMDB to ensure reliability and scalability.
Ensure strict adherence to ServiceNow CSDM and established data standards.
Conduct regular reviews and health assessments of the CMDB to maintain optimal performance.
Oversee the deployment and ongoing support of ServiceNow Discovery, Service Mapping, and integrations with platforms such as Flexera, SCCM, Azure, and GCP.
Manage data reconciliation processes and promptly resolve any identified discrepancies.
Guide the development of dashboards and KPIs to proactively monitor and enhance data accuracy.
Collaborate closely with ITSM teams and business units to define requirements and develop practical use cases.
Facilitate governance workshops to foster adoption and accelerate CMDB maturity across the organisation.
Advise on the impact of changes, risk management, and compliance leveraging Configuration Item (CI) insights.
Maintain the accuracy and completeness of the ServiceNow CMDB, ensuring it remains a trusted source of truth.
Oversee the full lifecycle management of Configuration Items.
Optimise discovery processes and system integrations to broaden data coverage and improve quality.
Troubleshoot and resolve issues related to data imports, reconciliation, and integrations.
Establish, enforce, and regularly review CMDB data quality standards and operational procedures.
Perform ongoing data cleansing and periodic data reviews to uphold relevance and accuracy.
Partner with ITSM process owners to adapt the CMDB to meet evolving business needs.
Identify opportunities for automation and continuous process improvement within CMDB management.
Develop and maintain thorough documentation, including data models, process flows, and user guides.
Design and manage dashboards and reports to continuously monitor and report on CMDB health.
Collaborate with stakeholders to gather requirements and deliver targeted enhancements.
Provide comprehensive training, support, and guidance to end-users and IT teams to maximise CMDB adoption and value.

Qualification

Bachelor's degree and/or advanced diploma in Computer Science, Computer Engineering, Information Technology, or equivalent relevant experience required.
Over 10 years of experience in Information Technology, including a minimum of 7 years specialising and hands-on in CMDB Management, in ServiceNow.
Demonstrated expertise managing CMDB for large-scale Hybrid Infrastructure (Servers, Networks, Storage, Cloud Workloads, K8s) and End User devices (Laptops, Desktops, VDIs) exceeding 50,000 assets.
Advanced proficiency with ServiceNow ITOM Discovery, Integration Hub and managing multiple data sources.
Strong background in ServiceNow Service Mapping implementation and management.
Extensive experience in reporting and analytics using ServiceNow.
Proven ability to build and maintain relationships, collaborate across functions, and interact confidently at all organisational levels.
Keen attention to detail with strong problem-solving, strategic thinking, and thought leadership capabilities.
Background working in regulated global companies (e.g., financial institutions) is a plus.
Exceptional skills in PowerPoint, PowerBI, process documentation, and Excel are essential.
Experience implementing or institutionalising industry-leading HAM/SAM solutions/tools such as ServiceNow, Flexera, or Snow is advantageous.
At least 3 years of experience managing or collaborating with Managed Service Providers (MSP) and diverse technical teams preferred.
Experience managing both cloud-hosted and traditional on-premises assets.
Strong knowledge of the ITIL framework, supported by ITIL certification, is required.
Excellent analytical skills with the ability to comprehend, analyse, and present data and insights.
Outstanding interpersonal and communication skills to effectively collaborate with stakeholders, including Business, Technology Risk, Enterprise Architects, Service Management, and Operations teams.
Demonstrated ability to influence CMDB-related decisions and outcomes to benefit the organisation.
Proven skills in planning, communicating, and executing CMDB initiatives, including tool and platform integrations and implementations.
Experience with FlexeraOne, specifically IT Visibility and Technology Intelligence, considered an advantage.
Familiarity with ServiceNow Now Assist, Virtual Agents, and Event Management is an added benefit.
Relevant ServiceNow certifications are an advantage.

Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or belief, disability or part-time / fixed-term work, or any other status protected by applicable law. We encourage the same standards from our recruitment and third-party suppliers taking into account the context of grade, job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements.

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