The ServiceNow Configuration Manager will own the Configuration Management process and ensure the quality, accuracy, and reliability of Tieto Indtech's ServiceNow CMDB. This role is critical in strengthening ITSM foundations by maintaining auditable configuration data that supports stable operations and informed decision-making across Tietoevry.
What You'll Do
- Own the Configuration Management process and ensure the health and quality of CMDB data
- Define, develop, and maintain CMDB governance policies, including CI class models, naming conventions, and lifecycle states
- Maintain and enhance the CMDB data model, structure, and CI relationships
- Ensure configuration data is accurate, complete, compliant, and supports ITSM processes
- Collaborate with Incident, Change, Problem, and other Process Owners to ensure correct usage of CI data
- Support stakeholders across the organization in product management and customer onboarding activities
- Lead CMDB audits and health checks, identifying gaps and driving corrective actions
- Define requirements for discovery, integrations, and data population into the CMDB
- Serve as the functional lead for CMDB-related tools and integrations in partnership with the ServiceNow Platform Owner
- Align configuration management practices with the overall ServiceNow platform strategy, architecture, and roadmap
What We're Looking For
- Strong hands-on experience with ServiceNow CMDB and configuration management practices
- Solid understanding of CMDB structure, CI relationships, lifecycle management, and data modelling
- Experience with running ITSM processes in ServiceNow
- Knowledge of ITIL and ITSM frameworks
- Analytical mindset with strong attention to detail and a drive for data quality
- Ability to work collaboratively with cross-functional teams and stakeholders
- Ability to communicate complex information clearly across different teams
Nice to Have
- ServiceNow certifications (e.g., CMDB, Discovery, ITOM)
- Experience of ServiceNow integrations, and data ingestion methods
- Experience supporting product onboarding or customer onboarding service processes in ServiceNow
- Familiarity with audit and compliance activities related to configuration data
Technical Stack
- ServiceNow
- CMDB
- ITSM
- Discovery
- ITOM
- CI class models
- Data modelling
- Integrations
- Data ingestion
Team & Environment
Part of Nexus unit, Industry Nexus within Tietoevry; collaborates with Process Owners, Product Management, Customer Service functions, and ServiceNow Platform Owner
Benefits & Compensation
- Role with significant ownership and impact on ITSM and platform strategy
- Collaborative environment partnering with skilled professionals across IT and business
- Opportunities for growth within the ServiceNow and ITOM ecosystem
- Chance to shape how the organization manages essential configuration and service data
- Dynamic and challenging work environment
- Professional growth
- Open culture
- Outstanding work-life balance
- Flexible hybrid work model
- Culture of collaboration, innovation, and customer focus
- Encouragement of curiosity and learning as a lifestyle
Work Mode
Hybrid work model with flexibility across the Nordics. The flexible hybrid work model is part of our culture and way of working.
Tietoevry is an equal opportunity employer. We celebrate diversity and are committed to an inclusive, equitable environment for all employees.
