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 ServiceNow data with adjacent systems (e.g., ERP, network management tools) and emerging technologies (e.g., AI, automation).  

• Foster relationships with ServiceNow and other key vendors to drive adoption of advanced features and optimize platform performance. 

 Project Execution 

• Lead ServiceNow data, analytics, and cross-charge management projects, ensuring alignment with technical, operational, and business objectives, from requirements gathering to implementation.  

• Collaborate with project management and finance teams to develop accurate estimates, sourcing documents, and financial plans, including cross-charge models, for timely project execution.  

• Collaborate across teams (i.e. IT Security, Digital Manufacturing Transformation) to ensure appropriate data collection of assets, applications, and information in accurately collected and managed within the system. 

• Present data, analytics, and cost allocation initiatives to governance boards, including technical designs, ROI models, cross-charge frameworks, and support plans, to secure approval and drive adoption. 

 Service Delivery Excellence 

• Oversee the ServiceNow data lifecycle, ensuring compliance with governance policies, security standards, licensing requirements, and cross-charge agreements while driving continuous improvement.  

• Establish strong relationships with support teams, finance, and operational partners to maintain high platform performance, reliability, user satisfaction, and accurate cost allocation.  

• Act as an escalation point for complex data, analytics, and cross-charge issues, providing expert guidance to resolve challenges and meet service-level agreements (SLAs).  

• Develop and maintain global standards for data management, analytics processes, and cross-charge models, ensuring cost efficiency, transparency, and ease of management for operations teams 

Influencing in the Function 

• Identify opportunities to streamline data, analytics, and cross-charge processes, executing action plans to enhance productivity and reduce operational waste.  

• Lead special programs or initiatives that support the long-term strategic goals of the GIS team and the broader organization, including cost optimization through effective cross-charge management.  

• Advocate for the value of ServiceNow data, analytics, and equitable cost allocation, improving the perception and adoption of the platform across the company. 

Developing Talent 

• Provide impactful peer-to-peer leadership to others on the team, contributing to their development. 

• Act as the platform data reporting SME to upskill analytical reporting across the organization 

• Assist in building the talent pipeline, mentoring, and developing members of the team. 

• Invest in personal growth and development, clearly focused on self-learning.  

JOB REQUIREMENTS 

 Minimum Qualification 

• Bachelor's degree in computer science, Information Technology, Data Science, Finance, or a related field.  

• 7+ years of experience in IT, with a focus on data management, analytics, platform administration, or financial management.  

• 3+ years of hands-on experience with the ServiceNow platform, including data management and analytics functionalities. 

• Competent in project management theory, knowledge, skills, tools, and techniques; ability to drive initiatives and IT efforts. 

• Well versed and experienced with IT policies and procedures, methodologies, technology standards, protocols, and roadmaps 

 Experience 

• Deep knowledge of ServiceNow data management components, including CSDM, CMDB, data dictionaries, discovery processes, and Performance Analytics.  

• Expertise in data analytics, including designing reports, dashboards, and KPIs to support enterprise decision-making.  

• Experience measuring platform ROI or business value for enterprise IT systems, using metrics and cost-benefit analyses.  

• Proficiency in cross-charge management, including developing and implementing cost allocation models for shared IT services or platforms across business units.  

• Familiarity with manufacturing IT operations, including workflows, asset management, and integration with ERP or operational systems.  

• Proficient in coordinating cross-functional teams, including finance and business units, and managing stakeholder relationships to deliver results in a global, culturally diverse environment.  

• Strong communication skills, with the ability to convey complex technical and financial concepts (e.g., cross-charge models, analytics insights) clearly to technical and non-technical audiences.  

• Demonstrated curiosity and commitment to continuous learning, staying current on ServiceNow features, data analytics tools, cost management practices, and industry trends.  

• Preferred: ServiceNow certifications (e.g., Certified System Administrator, Certified Implementation Specialist – IT Service Management).  

• Ability to travel up to an estimated 10%, domestic and international, as needed. 

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