At Booking.com, data drives our decisions. Technology is at our core. And innovation is everywhere. But our company is more than datasets, lines of code or A/B tests. We're the thrill of the first night in a new place. The excitement of the next morning. The friends you make. The journeys you take. The sights you see. And the food you sample. Through our products, partners and people, we can empower everyone to experience the world.

We are seeking a talented ServiceNow CMDB Manager to lead and optimize our Configuration Management Database (CMDB) and ensure it effectively supports our complex IT infrastructure

Role Description

• This role is based in Amsterdam

As a ServiceNow CMDB Manager, you will be responsible for overseeing the integrity, accuracy, and effectiveness of the CMDB within our ServiceNow platform. You will manage the lifecycle of configuration items (CIs) and ensure that the CMDB provides a reliable source of truth for IT assets and their relationships. Your role will be crucial in supporting Asset Management, IT operations, incident management, and decision-making processes across the organization. You will also lead a strategic initiative to gradually mature our CMDB towards full alignment with the Common Service Data Model (CSDM), ensuring our data model evolves to meet industry standards and best practices.

Key Job Responsibilities and Duties

• CMDB Ownership: Take full ownership of the CMDB, ensuring its accuracy, completeness, and reliability. Implement and maintain processes for capturing and updating CI data, including automation where possible.
• Configuration Management Processes: Develop and optimise configuration management processes, ensuring they are aligned with ITIL best practices and integrated with other ITSM processes within ServiceNow.
• Data Integrity and Governance: Establish and enforce governance policies to maintain the integrity of the CMDB. Regularly audit and work with all stakeholders to cleanse data to ensure it remains accurate and consistent.
• Gradual Maturity Towards CSDM: Lead the effort to gradually mature the CMDB towards full alignment with the Common Service Data Model (CSDM). Ensure that the data model evolves in a structured manner, improving data consistency, reliability, and relevance to the organization's needs.
• Stakeholder Collaboration: Work closely with IT, security, compliance, and engineering teams to ensure that the CMDB meets the needs of the organization and supports other ITSM processes, such as incident, problem, and change management.
• CI Lifecycle Management: Oversee the lifecycle of CIs from creation to retirement, ensuring that all changes are tracked and documented. Implement and manage workflows for CI updates, approvals, and audits.
• Automation and Integration: Leverage ServiceNow capabilities to automate data population and updates within the CMDB. Integrate with other systems to ensure real-time data accuracy.
• Reporting and Insights: Provide regular reports and insights from the CMDB to support decision-making across the organization. Utilize data from the CMDB to identify trends, risks, and opportunities for improvement.
• Continuous Improvement: Champion continuous improvement initiatives to enhance the CMDB's value to the organization. Stay updated with industry trends and best practices to ensure the CMDB remains effective and aligned with business needs.
• Training and Documentation: Develop and maintain documentation for CMDB processes and provide training to relevant stakeholders to ensure proper use and maintenance of the CMDB.

Role Qualifications and Requirements

• CMDB Expertise: 5+ years of experience managing a Configuration Management Database (CMDB) within the ServiceNow platform, with a deep understanding of configuration management principles and IT asset management.
• Technical Proficiency in ServiceNow: Strong technical skills with ServiceNow, particularly in CMDB, CSDM (Common Service Data Model), and relevant integrations. Experience in leveraging ServiceNow capabilities to automate and optimize CMDB processes.
• Process Management and ITIL Knowledge: Proven experience in developing and optimizing configuration management processes, with a focus on data integrity, governance, and alignment with ITIL best practices. ITIL certification is highly desirable.
• Certifications: Desirable certifications include ServiceNow Certified System Administrator (CSA) and Certified Implementation Specialist (CIS) in ITSM, ITOM, and ITAM. A certification in CSDM would be a significant advantage.
• CI Lifecycle Management: Extensive experience in managing the lifecycle of configuration items (CIs), ensuring accurate tracking from creation to retirement, and implementing effective workflows for updates, approvals, and audits.
• Automation and Scripting: Experience with automating CMDB processes within ServiceNow, including scripting and workflows, to enhance efficiency and reduce manual effort.
• Cloud and Integration Experience: Experience with integrating CMDB with Public and Private Cloud Discovery tools such as AWS, GCP, Kubernetes, and OpenStack. Familiarity with ServiceNow spokes and integration mechanisms.
• Analytical and Data-Driven Mindset: Strong analytical skills with a data-driven approach to decision-making. Ability to utilize data from the CMDB to provide actionable insights and drive continuous improvement.
• Stakeholder Management and Communication: Excellent interpersonal skills, with the ability to collaborate effectively with cross-functional teams, including IT, security, compliance, and engineering. Strong communication skills, capable of conveying complex technical information to both technical and non-technical stakeholders.
• Continuous Improvement and Innovation: Proactive and innovative, with a commitment to continuously improving CMDB processes, aligning with industry standards, and enhancing the value the CMDB provides to the organization.

Benefits & Perks: Global Impact, Personal Relevance

• Annual paid time off and generous paid leave scheme including: parental (22-weeks paid leave), grandparent, bereavement, and care leave
• Hybrid working including flexible working arrangements, working from home furniture and ergonomic support, and up to 20 days per year working from abroad (home country)
• A beautiful sustainable HQ Campus in Amsterdam, that offers on-site meals, coffee, and snacks, multi-faith and breastfeeding rooms at the office*
• Commuting allowance and bike reimbursement scheme
• Discounts & Wallet credits to spend on our products, upgrade to Booking.com Genius Level 3, and friends & family Booking.com discount vouchers
• Free access to online learning platforms, development and mentorship programs
• Global Employee Assistance Program, free Headspace membership

DEI: Diversity, Equity and Inclusion at Booking.com

Diversity, Equity and Inclusion (DEI) have been a core part of our company culture since day one. This ongoing journey starts with our very own employees, who represent over 140 nationalities and a wide range of ethnic and social backgrounds, genders and sexual orientations. Take it from our Chief People Officer, Paulo Pisano: "At Booking.com, the diversity of our people doesn't just create a unique workplace, it also creates a better and more inclusive travel experience for everyone."

We will ensure that individuals with disabilities are provided reasonable adjustments to participate in the interview process. Please contact us to request adjustments.

Career Development Opportunities

• Bi-annual performance conversations, company-wide mentoring program, and internal development opportunities
• Unlimited access to online learning platforms: Udemy, Coursera, LinkedIn learning, O'reilly

Pre-Employment Screening

If your application is successful, your personal data may be used for a pre-employment screening check by a third party as permitted by applicable law. Depending on the vacancy and applicable law, a pre-employment screening may include employment history, education and other information (such as media information) that may be necessary for determining your qualifications and suitability for the position.