Overview
The ServiceNow CMDB, ITAM & CSDM Product Owner is responsible for defining and executing the product strategy, roadmap, and governance model for Configuration Management (CMDB), IT Asset Management (ITAM), and the Common Service Data Model (CSDM).
This role ensures the platform serves as a trusted system of record for assets, services, and infrastructure, enabling operational excellence, risk reduction, audit readiness, and enterprise decision-making.
The Product Owner partners across ServiceNow COE, Enterprise Architecture, Infrastructure, and Risk teams to drive data quality, standardization, and adoption of integrated asset and service models.
Primary Responsibilities
Product Strategy & Roadmap
Own and maintain the CMDB, ITAM, and CSDM product vision, roadmap, and backlog
Align platform capabilities to enterprise priorities (resiliency, audit, cost optimization)
Translate business, operational, and regulatory requirements into product features
Drive convergence of asset + configuration + service models
CMDB & CSDM Governance
Define and enforce governance frameworks including:
CI lifecycle standards and class design
Data ownership, stewardship, and certification
Identification and reconciliation rules
Establish KPIs for:
Data completeness, accuracy, timeliness, and compliance
Ensure traceability for audit, regulatory, and risk requirements
ITAM Strategy & Lifecycle Management
Own ITAM engineering support across:
Hardware Asset Management (HAM)
Software Asset Management (SAM)
Ensure alignment between assets and CIs in CMDB
Service Modeling & CSDM Adoption
Lead enterprise adoption of CSDM across maturity levels
Ensure alignment between:
CMDB, ITAM assets, and service relationships
Drive service mapping and dependency modeling for impact visibility
Drive automation to improve:
Data accuracy
Operational efficiency
Stakeholder Engagement & Adoption
Act as primary liaison across:
ServiceNow COE
Enterprise Architecture
Infrastructure / Application owners
Lead governance forums and working groups
Drive adoption through:
Training, communications, and standards enforcement
Risk, Compliance & Audit Readiness
Ensure CMDB and ITAM support:
Regulatory expectations
Third-party risk visibility
Business continuity and dependency mapping
Maintain audit-ready documentation and controls
Partner with Risk/Audit teams to remediate findings
Managerial/Supervisory Responsibilities:
No direct management responsibility, but while an individual contributor, the jobholder must manage activities through influence, accountability and ownership, functioning in an agile environment
Education and Experience Required:
Bachelor’s degree and a minimum of 4 years’ business, analytical, technical and/or product experience, or in lieu of a degree, a combined minimum of 8 years’ higher education and/or work experience, including a minimum of 4 years’ business, analytical, technical and/or product experience
Education and Experience Preferred:
Prior experience prioritizing across competing priorities and quickly-changing landscape
Prior experience actively seeking out multiple opinions, yet making independent decisions and influencing positive outcomes
Understanding of Design Thinking principles
Knowledge of basic product design and development best practices
Knowledge of Agile and Lean principles and practices
Experience working in partnership with user experience teams on product design
Experience developing/managing digital capabilities
Strong verbal and written communication skills
Specific subject matter expertise as required by assigned product
M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $103,000.00 - $171,600.00 Annual (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.
Location
Buffalo, New York, United States of America
