Manager Service Asset and Configuration Management

Who are we hiring:

This position owns the Service Asset and Configuration Management (SACM) lifecycle at Madison Square Garden, reporting to the Sr. Director, Service Operations and Automation. The candidate serves as the primary architect for a reliable "source of truth," partnering with stakeholders across Technology and Business teams to manage the Configuration Management Database (CMDB), Service Mapping, Software Asset Management (SAM), and Hardware Asset Management (HAM). This is a consultative role requiring the ability to educate stakeholders on modern asset best practices within a matrixed environment.

What will you do?

• Ensure the SACM process is fit-for-purpose by leading the design and maintenance of the CMDB in close collaboration with ServiceNow developers.
• Manage the end-to-end visibility of Assets and Configuration Items (CIs) by integrating ServiceNow Discovery and IT Operations Management (ITOM) workflows to automate data ingestion and lifecycle tracking.
• Oversee the onboarding of new Applications and Services to ensure strict adherence to the Common Service Data Model (CSDM) to support downstream IT Service Management processes.
• Evaluate and implement AI-driven capabilities, such as AI-assisted data reconciliation and predictive anomaly detection, to proactively identify configuration drift and improve data accuracy.
• Utilize AI-enhanced analytics to prepare Operational and Executive Dashboards that provide actionable insights into environmental health and process adherence.
• Lead root cause analysis for data discrepancies and drive enrichment processes through Data Owners and Service Providers.
• Partner with Infrastructure and Application product managers to align ServiceNow platform capabilities with evolving business requirements.
• Schedule and drive CMDB Data Audits, Data Enrichment, and other critical CMDB governance processes through Data Owners and Service Providers.
• Establish strong relationships with all Data Owners to ensure proper Configuration Class management and benefits.
• Identif process improvements and resolve process issues through the Service Providers and Data Owners, ensuring all CIs are complete based on contractual obligations.
• Engage with avenues of influence (Infrastructure and Application product managers, user groups) to align platform capabilities with business requirements.
• Provide exceptional experiences for our guests, partners, and team members, including by adhering to our appearance and presentation guidelines while on-site.

What do you need to succeed?

• 5+ years of related experience.
• Bachelor’s degree, or equivalent combination of education and experience.
• 5+ years in IT Service Management (ITSM) or Configuration Management, with experience designing large-scale enterprise CMDBs.
• Deep technical proficiency in ServiceNow Discovery, ITOM, and federated CMDB models.
• Proven expertise in both Hardware (HAM) and Software (SAM) Asset Management within the ServiceNow platform.
• Advanced familiarity with Common Services Data Model (CSDM) concepts and ITIL best practices.
• Understanding of how to leverage AI/ML tools for data normalization, automated mapping, and "noise reduction" in a large-scale IT environment.
• Bachelor’s degree in Computer Science, Engineering, or a related field (or 7+ years of equivalent technical experience in systems/network engineering or software development).
• Ability to manage multiple competing priorities in a challenging environment.
• Current ITSM/ITIL certification.

Special requirements of the job

• Candidate selected may have to travel throughout the year to other business locations.

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