Senior Consultant, Enterprise Service Management (Remote)

Who You Are

You are a seasoned ITSM practitioner with deep expertise in enterprise configuration management and end-to-end ServiceNow implementations. You possess a strategic mindset and strong executive presence, allowing to bridge the gap between technical teams and leadership to drive alignment, adoption, and governance.

About The Role

Myriad360 is seeking a CMDB Implementation Lead to own the strategy, design, and delivery leadership of an enterprise Configuration Management Database program. This is a thought leadership and program leadership role, not a project management role and not a platform administration role.

The right candidate is a deep ITSM practitioner who has led CMDB implementations end to end, understands how configuration management actually gets adopted inside an organization, and can carry executives, process owners, and technical teams toward a common target state.

The role begins as a client-facing billable engagement and transitions into a permanent delivery consulting position within the Myriad360 ITSM practice.

Other responsibilities include:

- The accountable leader for CMDB strategy, design, governance, and implementation outcomes

- The primary voice to executive sponsors and process owners on configuration management direction

- A practitioner who applies project management discipline to keep the implementation on plan

- Platform-aware, with direct ServiceNow CMDB implementation experience expected

Strategy and design

- Define the CMDB vision, scope, and phased roadmap aligned to the client's service management and business priorities

- Design the configuration data model, including CI classes, attributes, relationships, and service mapping approach, using CSDM or an equivalent standard as the reference framework

- Establish data sourcing, discovery, and reconciliation strategy in partnership with the technical team, without owning the tool build

- Define data quality standards, ownership, and health measures from the outset

Configuration management process and governance

- Design and document the Service Configuration Management practice: policies, roles, RACI, control points, and audit approach

- Stand up CMDB governance, including a configuration control function and a data stewardship model

- Integrate configuration management with Change, Incident, Problem, Asset, and Service Portfolio practices

Implementation leadership

- Lead the implementation from current-state assessment through design, build oversight, validation, and operational handoff

- Translate design decisions into clear requirements and acceptance criteria for platform teams

- Direct sequencing, dependencies, risk, and issue management across workstreams

- Validate that what was built matches what was designed before go-live

Stakeholder communication and organizational change

- Serve as the primary advisor to executive sponsors on progress, decisions, and trade-offs

- Build alignment across infrastructure, application, security, and service management stakeholders who often hold competing views of CMDB scope

- Develop and deliver communications, training strategy, and adoption plans

- Move the organization toward the right solution when consensus is absent, using evidence and influence rather than positional authority

Program management discipline

- Maintain plans, status reporting, budget awareness, and steering committee cadence

- Manage scope with the client and escalate early when commitments are at risk

Practice contribution (following transition to Myriad360 delivery)

- Contribute reusable CMDB and configuration management accelerators, reference models, and assessment methods to the ITSM practice

- Support pre-sales scoping and solution shaping for configuration management opportunities

- Mentor practice consultants on CMDB design and adoption

- Complete ongoing security awareness training and comply with company policies to the requirements section

- Identify and escalate security risks to the appropriate Executive Leadership Team member and actively contribute to remediation efforts

- Other duties as assigned

Desired skills and experience:

- Eight or more years in IT Service Management, with at least three years leading CMDB or Service Configuration Management initiatives

- Direct experience leading at least one enterprise ServiceNow CMDB implementation through go-live

- Demonstrated expertise in CMDB design: data modeling, CI class structure, relationship design, discovery and reconciliation strategy, and data quality management

- Working knowledge of the ServiceNow Common Service Data Model (CSDM)

- ITIL 4 Foundation certification

- Proven ability to lead cross-functional implementations without formal line authority

- Strong executive communication, facilitation, and written skills

- Experience applying project management discipline: planning, risk, scope, and status management

- ITIL 4 Managing Professional, or ITIL 4 Practitioner: Service Configuration Management

- ServiceNow Certified Implementation Specialist in ITSM or Discovery, held for context rather than hands-on delivery

- Experience with additional platforms such as BMC Helix, Ivanti, or Cherwell

- PMP, PRINCE2, or equivalent

- Prior consulting or advisory experience with multiple clients

- Experience with organizational change management methods such as Prosci ADKAR

A Little About Us

Our mission is to challenge and enable our employees to achieve great things.

We live and breathe our core values:

- We Before Me: We demonstrate empathy through our actions and solicit diverse voices and opinions. We put ourselves in each other’s shoes, readily admit our mistakes, and generously share our time and knowledge.

- Dare To Be Great: We are big-picture thinkers who focus on solutions to problems. We solicit and offer actionable feedback to others without hesitation. We embrace opportunities to improve ourselves, our teams, and our work. We aim to be the best of the best.

- Own It: We set clear expectations, communicate proactively, and follow through on our commitments. We take pride in the experiences we create and the outcomes we deliver. We are personally invested in the success of our team and our clients. We iterate to deliver ever better results.

We are consistently listed among Inc & Crain's "Best Places to Work" and we're proud of our accessible & engaged executive team. We believe in cultivating an atmosphere of inclusion and providing an environment that enables every employee to work to the best of their ability.

Some of Our Benefits

- Unlimited Paid Time Off (PTO)

- Incentive compensation plans for all employees

- Company-funded 401k contributions

- Zero-cost employer-covered health insurance

- Annual BYOD (Bring Your Own Device) reimbursement up to $500

- Paid Parental Leave

- Transparent, candid culture with 1:1 coaching, performance reviews, and a consistent feedback loop

- Quirky, diverse, respectful, high-performing coworkers you’ll want to achieve greatness with!

Must be based in the United States.

Pursuant to the NYC Pay Transparency Law, the base salary range in New York City for this position is $145,000 - 165,000 , plus opportunities for profit-sharing bonus and/or commission. Compensation in other geographies may vary.

Myriad360 is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.