Job Description
Overview The Systems Manager, ETS Service Management Office is responsible for the strategy, governance, and execution of Con Edisons IT Service Management (ITSM) capabilities and the ServiceNow platform. This role leads ITSM, CMDB, ITOM, and platform workflows to ensure they are accurate, intuitive, scalable, and compliant. A core focus of this position is improving CMDB and asset data accuracy, enabling userfriendly and agentic workflows, and advancing ServiceNow as a trusted, enterprise service platform. The role also leads AssureOps, the function accountable for migrating code and configuration to production in support of change management and segregation of duties, with a future vision to automate deployments. This role partners closely with operations, infrastructure, product, security, and delivery teams to improve platform quality, operational efficiency, and automation maturity. Responsibilities Core Responsibilities Own the ServiceNow platform strategy, standards, and roadmap across ITSM, CMDB, ITOM, and supporting capabilities. Provide leadership for incident, problem, change, request, knowledge, and configuration management processes. Establish and enforce platform governance, including configuration standards, lifecycle management, data stewardship, and technical debt management. Drive measurable improvements in CMDB accuracy, completeness, and reliability, including CI ownership, relationships, discovery integration, and reconciliation. Define and monitor CMDB, ITSM, ITOM, and change management KPIs, translating insights into prioritized improvement backlogs. Simplify and optimize endtoend workflows to improve usability for both end users and service agents. Advance agentic experiences within the ServiceNow platform that enable intelligent automation, multistep orchestration, and decision support, with appropriate controls and auditab