Job Title: ServiceNow Foundation Data Manager
Job Location: Birmingham / London, UK
Job Type: Contract (6 months)

Is it Onsite/Remote/Hybrid: Hybrid

SKILL REQUIREMENTS

• Minimum of 5 years’ experience in Data Management or related discipline within a large global organisation
• Proven experience of managing data structures and tools in a multi-vendor environment
• Proven experience within ServiceNow, ideally including CSDM implementation experience
• Analytical mindset with strong problem-solving skills and attention to detail
• Strong understanding of data structures, sources, organisation, storage and workflow
• Highly motivated, flexible team player with the ability to deliver in a timely and professional manner
• Strong verbal and written communication skills with ability to share insights with stakeholders in the most appropriate format for the audience
• Ability to work independently, manage multiple priorities, and meet deadlines in a fast-paced, global environment
• Advocate for driving efficiencies, stabilization and continuous improvement
• ITIL / ITSM knowledge / experience / certifications an advantage.

ROLE PURPOSE:

We are seeking an experienced and dynamic Foundation Data Manager to join our global organization. The Foundation Data Manager will be responsible for overseeing and managing the Foundation Data and processes across our complex technology landscape, within ServiceNow. This role requires a highly collaborative individual who can work effectively with multiple global internal teams, external partners, and suppliers to ensure the accurate and effective management of configuration items throughout their lifecycle. The Foundation Data Manager will play a key role in development of the Configuration Management Community of Practice and will report into the Global Configuration & Data Integration Team Lead.
As the Foundation Data Manager, you will be the custodian of the CSDM foundation data within ServiceNow. This includes companies, locations, users, cost centers, product models, departments and groups. You will work alongside the Configuration Manager in delivering a reliable and robust CMDB, to enable seamless collaboration with other IT Service Management teams and enhance operational efficiency. The Configuration & Data Integration Team owns the standards, the processes and procedures for management of the CMDB and the configuration items stored within. The team is also responsible for definition of any CMDB integrations with ServiceNow into the CMDB of other tooling, and management of that data. This includes definition of ETL processes, integration and reconciliation rulesets and ServiceNow workflows across WPP ET.

KEY RESPONSIBILITIES

• Lead the development, implementation, and ongoing management of the Foundation Data Management process in alignment with ITIL best practices.
• Ensure that all Foundation Data Management processes, policies, and procedures are clearly defined, documented, and adhered to across the organization.
• Manage and and maintain the Foundation Data tables within ServiceNow, ensuring the data therein accurately reflects the current WPP environment.
• Act as the primary point of contact for Foundation Data Management, collaborating with internal IT teams, external partners, and suppliers to ensure alignment and integration with other IT Service Management (ITSM) processes.
• Foster strong relationships with stakeholders across the organisation to drive the adoption of Foundation Data Management processes.
• Coordinate with service owners, technology teams and other key stakeholders to ensure that CIs are accurately aligned to Foundation Data elements as required.
• Ensure the accuracy and completeness of the Foundation Data tables by regularly auditing and validating Foundation Data.
• Develop and implement data quality metrics and reporting tools to monitor the health of the Foundation Data and identify areas for improvement.
• Provide regular reports and dashboards to senior management on the status of Foundation Data Management activities and its impact on the accuracy of the CMDB.
• Evaluate and recommend tools and technologies that support the management of Foundation Data and align with existing processes.
• Drive the automation of Foundation Data Management tasks to improve efficiency and reduce manual effort.
• Ensure that Foundation Data Management tools are integrated with other ITSM tools and processes.
• Build, lead, and mentor a team of Foundation Data Analysts and specialists, ensuring they have the skills and knowledge necessary to perform their roles effectively.
• Provide ongoing training and development opportunities to team members to enhance their expertise in Foundation Data.
• Identify opportunities for process improvements and implement changes to enhance the efficiency and effectiveness of the Configuration Management process.
• Stay up to date with industry trends and best practices in ServiceNow Foundation Data Management, Master Data Management and ITSM and incorporate them into the organisation’s practices.