ServiceNow ITAM Lead

Application Deadline:

05/30/2026

Address:

33 Dundas Street West

Job Family Group:

Technology

Key Responsibilities

1. ServiceNow CMDB Strategy, Governance & Execution

• Design, maintain, and enhance the ServiceNow CMDB data model, including CI classes, relationships, lifecycle states, reconciliation, and identification rules.

• Lead CMDB governance processes: define data quality policies, validation rules, attribute standards, naming conventions, and CI maintenance workflows.

• Implement and manage CSDM alignment, ensuring services, applications, technical components, and infrastructure are modeled consistently.

• Oversee and optimize CMDB Health (completeness, correctness, compliance) using out‑of‑the‑box and custom dashboards.

• Troubleshoot complex CI issues including duplicate CIs, relationship gaps, pattern failures, and data synchronization defects.

2. Business Requirements Gathering & Documentation

• Engage stakeholders across infrastructure, cloud, security, architecture, service management, and application teams to define CMDB and ITOM needs.

• Translate business and operational needs into clear functional requirements, user stories, process documentation, and solution designs.

• Develop and maintain CMDB governance documentation, including data standards, operating procedures, runbooks, and modeling guides.

• Facilitate workshops to define service models, CI ownership, CI lifecycle, discovery scope, and operational dependencies.

• Ensure CMDB/ITOM capabilities support broader ITSM processes (incident, change, problem, asset, availability).

3. ITOM Knowledge

• Understanding of ServiceNow ITOM modules, including:

• Discovery (credentials, schedules, patterns, probes, sensors)

• Service Mapping (application services, business services, dependency visualization)

• Event Management (alert correlation, CMDB enrichment)

• Agent Client Collector (ACC) and cloud-native discovery

• Understanding of data Integration from AWS, Azure, network monitoring tools, CI/CD pipelines, and on‑premises systems.

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4. Leadership, Collaboration & Continuous Improvement

Act as the organization’s subject matter expert for CMDB and ITOM platforms and best practices.

• Provide mentorship to analysts and engineers working in CMDB

• Communicate CMDB health, gap remediation plans, risks, and roadmap progress to IT leadership.

• Evaluate new ServiceNow releases, ITOM features, and product enhancements; recommend upgrades and improvements to maximize platform value.

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ServiceNow CMDB Expertise
• Advanced knowledge of CMDB class structures, CSDM framework, relationship modeling, and identification/reconciliation rules.

• Deep experience with writing, maintaining, and troubleshooting Discovery Patterns, Service Mapping Patterns, and CI Class Models.

• Strong understanding of CI lifecycles, governance frameworks, and operational use cases.

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Business Analysis & Documentation

• Proven ability to gather, analyze, and document business requirements for CMDB, discovery, monitoring, and service modeling.

• Experience producing high‑quality process documents, solution designs, RACI models, workflow diagrams, and data governance documentation.

• Comfortable facilitating workshops with technical and non‑technical stakeholders.

Salary:

$94,600.00 - $176,000.00

Pay Type:

Salaried

The above represents BMO Financial Group’s pay range and type.

Salaries will vary based on factors such as location, skills, experience, education, and qualifications for the role, and may include a commission structure. Salaries for part-time roles will be pro-rated based on number of hours regularly worked. For commission roles, the salary listed above represents BMO Financial Group’s expected target for the first year in this position.

BMO Financial Group’s total compensation package will vary based on the pay type of the position and may include performance-based incentives, discretionary bonuses, as well as other perks and rewards. BMO also offers health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans. To view more details of our benefits, please visit: https://jobs.bmo.com/global/en/Total-Rewards

About Us

At BMO we are driven by a shared Purpose: Boldly Grow the Good in business and life. It calls on us to create lasting, positive change for our customers, our communities and our people. By working together, innovating and pushing boundaries, we transform lives and businesses, and power economic growth around the world.

As a member of the BMO team you are valued, respected and heard, and you have more ways to grow and make an impact. We strive to help you make an impact from day one – for yourself and our customers. We’ll support you with the tools and resources you need to reach new milestones, as you help our customers reach theirs. From in-depth training and coaching, to manager support and network-building opportunities, we’ll help you gain valuable experience, and broaden your skillset.

To find out more visit us at https://jobs.bmo.com/ca/en.

BMO is committed to an inclusive, equitable and accessible workplace. By learning from each other’s differences, we gain strength through our people and our perspectives. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter.

Note to Recruiters: BMO does not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to BMO, directly or indirectly, will be considered BMO property. BMO will not pay a fee for any placement resulting from the receipt of an unsolicited resume. A recruiting agency must first have a valid, written and fully executed agency agreement contract for service to submit resumes.