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CMDB Product Owner
Purpose of the Role
JLL's Enterprise Service Management (ESM) team is hiring a CMDB Product Owner to lead the transformation of JLL's Configuration Management Database (CMDB) from a technical asset repository into a trusted, governed source of service and configuration data that delivers value to the business. This role is accountable end-to-end for the integrity of CMDB data and for the value it creates for the enterprise — ensuring configuration item (CI) data reliably supports incident, problem, change, and risk decisions across JLL's ITSM practice.
The Product Owner is expected to help transform ESM into a value-providing function for JLL — building a CMDB and configuration data model that supports modern application development teams as well as traditional IT operations, and that provides the trustworthy, well-governed data foundation that AI and agentic AI automation across ESM depends on.
Three key qualification are necessary to be successful in this role: (1) strong data science and data management skill — the ability to design, govern, and continuously improve a large-scale configuration/service data model; (2) ITSM/ITIL expertise at large-enterprise scale, paired with a proven, hands-on record of using AI and agentic AI to modernize IT Service Management; and (3) critical thinking and analytical skills — the judgment to apply industry frameworks, standards, and vendor claims appropriately to JLL's business rather than adopting them by rote.
Key Responsibilities
CMDB Product Ownership & Data Governance
- Own end-to-end accountability for the integrity of JLL's CMDB and the business value it creates, acting 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 spanning an Executive Sponsor, business/application owners, ITSM practice owners, and Technical CI Owners.
- Identify which asset classes and CI attributes belong in the CMDB, keeping the data model scoped to what real incident, change, problem, and risk decisions require rather than exhaustive asset-inventory sprawl.
- Monitor CMDB data quality on an ongoing basis — completeness, accuracy, and freshness — forecast likely data-quality issues before they surface, escalate and drive resolution of data issues, and coach CI owners and stakeholders on governance standards.
Service Data Model & Business Value Alignment
- Evolve JLL's CMDB from a low-level technical asset repository toward a service-oriented data model — informed by industry frameworks such as ServiceNow's Common Service Data Model (CSDM) — that ties CIs to services, business capabilities, and cost/value context.
- Align the CMDB to JLL's IT and business service portfolio so stakeholders can see how technology maps to services and value, enabling reliable impact analysis, service costing, and prioritization decisions.
- Partner with Service Transition, Problem Management, and Service Design leaders so CI data reliably supports change-risk assessment, incident and problem investigation, and request fulfillment.
Continuous Discovery & Modern Infrastructure Coverage
- Lead the strategy and roadmap for automated, near-real-time CI discovery and dependency/service mapping across hybrid, multicloud, and ephemeral (container/serverless) infrastructure, moving beyond manual entry, spreadsheets, and periodic network polling.
- Require CI record updates as an integral, enforced part of the change-management lifecycle — confirming data accuracy before change evaluation and verifying records are updated upon completion of IT changes.
AI & Agentic AI Enablement
- Treat the CMDB as the trust layer that AI and agentic automation across ESM depends on — ensuring CI records carry the freshness, relationship context, ownership, and policy metadata that automated and agentic decisions need to act safely.
- Bring critical, evidence-based judgment to evaluating vendor and platform claims of “AI-powered” or “agentic” CMDB capability, distinguishing genuine autonomous reasoning over CI data from rules-based automation marketed as agentic.
Standards, Critical Thinking & Continuous Improvement
- Apply ITIL service configuration management practice and other industry frameworks pragmatically to JLL's business — adapting guidance to JLL's risk profile and operating model rather than adopting it by rote.
- Own CMDB-related continual service improvement (CSI) actions and report CMDB health, coverage, and data-quality metrics to ESM leadership and relevant governance forums (e.g., the Problem Management Board, Platform Release Board).
- Communicate the CMDB's value proposition to business and technology stakeholders, articulating how a trustworthy configuration data model enables faster incident resolution, safer change, and better-informed investment decisions.
Required Experience & Certifications
Data Science & Data Management Experience
- 6+ years of experience in data management, data governance, or data science disciplines, including designing and maintaining data models, data quality frameworks, and master/reference data standards for large, complex data sets.
- Hands-on experience working with CMDB or asset/configuration data specifically — e.g., ServiceNow CMDB and Discovery/ITOM, or comparable discovery and dependency-mapping tooling — plus the ability to profile, cleanse, and reconcile large volumes of CI data using SQL, Python, or BI/reporting tools (e.g., Power BI, Tableau, ServiceNow Performance Analytics).
- Experience designing a service-oriented data model (e.g., building on frameworks such as ServiceNow's Common Service Data Model) that connects configuration data to services, business capabilities, and cost/value context.
- Experience running data governance operations — RACI-based ownership, policy definition, quality monitoring, issue escalation and resolution — for an enterprise-scale, multi-stakeholder data domain.
ITSM/ITIL Expertise & AI-Driven Modernization Track Record
- 8+ years of ITSM experience in a large, matrixed enterprise, with strong ITIL 4 fluency in Service Configuration Management, Change Enablement, Problem Management, and Incident Management.
- A demonstrable, hands-on record of applying AI or agentic AI to modernize an ITSM or CMDB practice — not just a pilot or proof of concept — including designing 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 genuine goal-directed, reasoning-based automation from rules-based workflows marketed as agentic.
- Experience partnering with platform engineering, change management, and vendor/MSP governance functions to keep CMDB data aligned with automation and platform roadmaps.
Critical Thinking & Standards Application
- Demonstrated judgment adapting ITIL 4, CSDM, and other industry frameworks and standards to an organization's specific risk profile and operating model rather than applying them by rote.
- Strong stakeholder management, facilitation, and executive communication skills, with experience translating technical CMDB and data concepts into business value language for senior stakeholders.
- Experience operating across cross-functional, multi-vendor/MSP environments in a Fortune 200-scale organization.
Certifications
- ITIL Foundation — required
- ITIL Specialist: Create, Deliver & Support, or ITIL 4 Managing Professional — strongly preferred
- ServiceNow Certified System Administrator (CSA), Certified Implementation Specialist – ITSM, or CMDB/Discovery-focused certification — preferred
- A data management / data governance credential (e.g., DAMA Certified Data Management Professional) — preferred
This position does not provide visa sponsorship. Candidates must be authorized to work in the United States without sponsorship.
Expected compensation for this position:
170,000.00 – 205,000.00 USD per year
Final compensation packages are determined by various considerations including but not limited to candidate qualifications, location, market conditions, and internal considerations.
Location:
On-site –Chicago, IL, San Francisco, CA
If this job description resonates with you, we encourage you to apply, even if you don’t meet all the requirements. We’re interested in getting to know you and what you bring to the table!
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