Infrastructure Lead - Service Management Data and Analytics

 

PURPOSE OF THE JOB 

 

The Global Information Services (GIS) team provides a robust technology platform to support the company’s growing business needs, with ServiceNow at the core of our IT service management and data-driven decision-making processes. The Service Management Data and Analytics lead is a strategic individual contributor role accountable for the governance, management, and analytics of data within the ServiceNow platform, ensuring alignment with business objectives and operational efficiency.  

This role oversees the ServiceNow data ecosystem, including data models, dictionaries, analytics capabilities, financial stewardship and cross-charge management for platform usage across business units. By driving the adoption of the Common Service Data Model (CSDM), Configuration Management Database (CMDB), automated discovery processes, and delivering high-impact reports, dashboards, and ROI analyses, the Platform Data and Analytics Engineer empowers IT and business teams with actionable insights. Additionally, the role ensures equitable cost allocation through cross-charge management, optimizing resource utilization and demonstrating platform value. Working closely with cross-functional teams, business stakeholders, and key vendors, this role ensures the ServiceNow platform operates at peak performance, delivering measurable value to our manufacturing operations worldwide. 

 Reports to:  GIO Leader – Enterprise Service Management Leader 

Span of Control: Individual contributor, management/partnership of 3rd party vendors and suppliers 

 

 

JOB RESPONSIBILITIES  

 

 Knowing Our Businesses and their Strategies  

• Build strong relationships with IT, manufacturing operations, finance, and business unit leaders to ensure alignment with organizational objectives and priorities.  

• Understand the strategic direction of the company’s manufacturing operations and execute data, analytics, and cost allocation strategies to drive business results, positioning ServiceNow as a critical enabler of operational excellence.  

• Stay informed on industry trends and best-in-class IT practices, applying external insights to enhance the ServiceNow platform’s data, analytics, and cross-charge management capabilities. 

 

Executing Strategy 

 

Platform Leadership 

• Oversee overall accountability for data within the ServiceNow platform, establishing robust governance policies to ensure data integrity, quality, and security.  

• Maintain a comprehensive data dictionary, ensuring an up-to-date repository of data definitions and metadata to support platform usability and compliance.  

• Manage and optimize the Common Service Data Model (CSDM), aligning data structures with business needs and ServiceNow best practices to enable seamless IT and business processes.  

• Drive awareness and acceptance of the Configuration Management Database (CMDB), fostering adoption across teams to ensure accurate configuration data for IT service management.  

• Lead automated discovery processes to populate and maintain accurate asset and configuration data in ServiceNow, enhancing platform reliability and operational insights.  

• Responsible to develop, maintain, and managed data accuracy through robust process development, training, and enforcement across our teams and partners. 

• Facilite the development of trusted reporting and analytics that aid in the understanding of asset health within system, LCM practices, HAM, SAM, and financial management processes. 

• Develop and implement data analytics strategies to extract actionable insights from ServiceNow data, supporting IT and business decision-making.  

• Build intuitive reports and dashboards using ServiceNow Performance Analytics, delivering high-impact visualizations to stakeholders across manufacturing operations and leadership.  

• Measure platform ROI through metrics, KPIs, and cost-benefit analyses, quantifying the ServiceNow platform’s value to demonstrate business impact.  

• Manage cross-charge processes for ServiceNow platform usage, ensuring equitable cost allocation across business units and departments, optimizing resource utilization, and maintaining transparency in financial reporting.  

• Partner with technical teams to ensure sustainable integration of