CMDB Product Owner

The CMDB Product Owner is responsible for transforming JLL’s Configuration Management Database (CMDB) into a trusted, governed source of service and configuration data. This role drives end-to-end accountability for CMDB data integrity and business value, ensuring CI data supports ITSM decisions and enables AI and agentic automation across enterprise service management.

Location

On-site: Chicago, IL, and San Francisco, CA

Compensation

USD 170,000 - 205,000 per year

Key Responsibilities

• Provide end-to-end accountability for the integrity of JLL’s CMDB and the business value it creates, serving as the single Product Owner for CMDB data governance across the enterprise.
• Define, document, and communicate CMDB data governance policies, standards, and CI ownership rules, operating a RACI model across an Executive Sponsor, business and application owners, ITSM practice owners, and Technical CI Owners.
• Determine which asset classes and CI attributes belong in the CMDB, keeping the data model focused on the information needed for real incident, change, problem, and risk decisions rather than an exhaustive inventory.
• Continuously monitor CMDB data quality across completeness, accuracy, and freshness; forecast data quality issues, escalate and drive remediation, and coach CI owners and stakeholders on governance standards.
• Evolve the CMDB from a technical asset repository into a service-oriented data model that ties CIs to services, business capabilities, and cost or value context, informed by industry frameworks such as ServiceNow’s Common Service Data Model (CSDM).
• Align CMDB content to JLL’s IT and business service portfolio so stakeholders can map technology to services and value, supporting impact analysis, service costing, and prioritization.
• Partner with Service Transition, Problem Management, and Service Design leaders to ensure CI data supports change-risk assessment, incident and problem investigation, and request fulfillment.
• Lead the roadmap for automated, near-real-time CI discovery and dependency or service mapping across hybrid, multicloud, and ephemeral (container or serverless) infrastructure, reducing reliance on manual entry, spreadsheets, and periodic network polling.
• Require CI record updates as an enforced component of the change-management lifecycle, validating data accuracy prior to change evaluation and confirming CI updates are completed after IT changes.
• Ensure the CMDB functions as a trust layer for AI and agentic automation across ESM by maintaining freshness, relationship context, ownership, and policy metadata needed for safe automated decisions.
• Use evidence-based judgment to evaluate vendor and platform claims of “AI-powered” or “agentic” CMDB capabilities, distinguishing genuine autonomous, reasoning-based behavior from rules-based automation positioned as agentic.
• Apply ITIL service configuration management practice and other industry frameworks pragmatically to JLL, adapting guidance to the organization’s risk profile and operating model.
• Own CMDB-related continual service improvement (CSI) activities, and report CMDB health, coverage, and data-quality metrics to ESM leadership and governance forums (for example, the Problem Management Board and Platform Release Board).
• Communicate the CMDB’s value proposition to business and technology stakeholders, explaining how trustworthy configuration data supports faster incident resolution, safer change, and better-informed investment decisions.

Requirements

• 6+ years of experience in data management, data governance, or data science disciplines, including designing and maintaining data models, data quality frameworks, and master or reference data standards for large, complex datasets.
• Hands-on experience with CMDB or asset or configuration data (for example, ServiceNow CMDB and Discovery/ITOM, or comparable discovery and dependency-mapping tools), including the ability to profile, cleanse, and reconcile large volumes of CI data using SQL, Python, or BI and reporting tools such as Power BI, Tableau, or ServiceNow Performance Analytics.
• Experience designing a service-oriented data model, including building on frameworks such as ServiceNow’s Common Service Data Model, connecting configuration data to services, business capabilities, and cost or value context.
• Experience running data governance operations using RACI-based ownership, policy definition, quality monitoring, and issue escalation and resolution at enterprise scale.
• 8+ years of ITSM experience in a large, matrixed enterprise, with strong ITIL 4 fluency across Service Configuration Management, Change Enablement, Problem Management, and Incident Management.
• A demonstrable, hands-on track record applying AI or agentic AI to modernize an ITSM or CMDB practice beyond a pilot, including guardrails, human-in-the-loop controls, and audit trails for automated or AI-assisted decisions.
• Ability to critically evaluate vendor and platform “agentic AI” claims, distinguishing goal-directed, reasoning-based automation from rules-based workflows marketed as agentic.
• Experience partnering with platform engineering, change management, and vendor or MSP governance functions to maintain alignment between CMDB data and automation or platform roadmaps.
• Demonstrated judgment adapting ITIL 4, CSDM, and other frameworks to the organization’s specific risk profile and operating model.
• Strong stakeholder management, facilitation, and executive communication skills, including translating technical CMDB and data concepts into business value language for senior stakeholders.
• Experience operating across cross-functional, multi-vendor or MSP environments in a Fortune 200-scale organization.
• ITIL Foundation is required.

Technologies

ServiceNow, Common Service Data Model (CSDM), SQL, Python, Power BI, Tableau, ServiceNow Performance Analytics, ITIL 4, ServiceNow CMDB, Discovery/ITOM, ITSM, AI, agentic AI, RACI, ITSM/ITIL, Service Configuration Management, Change Enablement, Problem Management, Incident Management

Preferred Experience & Certifications

• ITIL Specialist: Create, Deliver & Support, or ITIL 4 Managing Professional
• ServiceNow Certified System Administrator (CSA), Certified Implementation Specialist – ITSM, or CMDB/Discovery-focused certification
• Data management or data governance credential (for example, DAMA Certified Data Management Professional)

Benefits

• 401(k) plan with matching company contributions
• Comprehensive Medical, Dental & Vision Care
• Paid parental leave at 100% of salary
• Paid Time Off and Company Holidays
• Early access to earned wages through Daily Pay

Work Authorization

This position does not provide visa sponsorship. Candidates must be authorized to work in the United States without sponsorship.