CMDB Product Owner

**CMDB Product Owner

Purpose of the Role** JLL’s Enterprise Service Management (ESM) team is hiring a CMDB Product Owner to lead the transformation of JLL’s Configuration Management Database (CMDB) from a technical asset repository into a trusted, governed source of service and configuration data that delivers value to the business. This role is accountable end-to-end for the integrity of CMDB data and for the value it creates for the enterprise — ensuring configuration item (CI) data reliably supports incident, problem, change, and risk decisions across JLL’s ITSM practice.

The Product Owner is expected to help transform ESM into a value-providing function for JLL — building a CMDB and configuration data model that supports modern application development teams as well as traditional IT operations, and that provides the trustworthy, well-governed data foundation that AI and agentic AI automation across ESM depends on.

Three key qualification are necessary to be successful in this role: (1) strong data science and data management skill — the ability to design, govern, and continuously improve a large-scale configuration/service data model; (2) ITSM/ITIL expertise at large-enterprise scale, paired with a proven, hands-on record of using AI and agentic AI to modernize IT Service Management; and (3) critical thinking and analytical skills — the judgment to apply industry frameworks, standards, and vendor claims appropriately to JLL’s business rather than adopting them by rote.

Key Responsibilities CMDB Product Ownership & Data Governance

• Own end-to-end accountability for the integrity of JLL’s CMDB and the business value it creates, acting as the single Product Owner for CMDB data governance across the enterprise.
• Define, document, and communicate CMDB data governance policies, standards, and CI ownership rules — operating a RACI model spanning an Executive Sponsor, business/application owners, ITSM practice owners, and Technical CI Owners.
• Identify which asset classes and CI attributes belong in the CMDB, keeping the data model scoped to what real incident, change, problem, and risk decisions require rather than exhaustive asset-inventory sprawl.
• Monitor CMDB data quality on an ongoing basis — completeness, accuracy, and freshness — forecast likely data-quality issues before they surface, escalate and drive resolution of data issues, and coach CI owners and stakeholders on governance standards.

Service Data Model & Business Value Alignment

• Evolve JLL’s CMDB from a low-level technical asset repository toward a service-oriented data model — informed by industry frameworks such as ServiceNow’s Common Service Data Model (CSDM) — that ties CIs to services, business capabilities, and cost/value context.
• Align the CMDB to JLL’s IT and business service portfolio so stakeholders can see how technology maps to services and value, enabling reliable impact analysis, service costing, and prioritization decisions.
• Partner with Service Transition, Problem Management, and Service Design leaders so CI data reliably supports change-risk assessment, incident and problem investigation, and request fulfillment.

Continuous Discovery & Modern Infrastructure Coverage

• Lead the strategy and roadmap for automated, near-real-time CI discovery and dependency/service mapping across hybrid, multicloud, and ephemeral (container/serverless) infrastructure, moving beyond manual entry, spreadsheets, and periodic network polling.
• Require CI record updates as an integral, enforced part of the change-management lifecycle — confirming data accuracy before change evaluation and verifying records are updated upon completion of IT changes.

AI & Agentic AI Enablement

• Treat the CMDB as the trust layer that AI and agentic automation across ESM depends on — ensuring CI records carry the freshness, relationship context, ownership, and policy metadata that automated and agentic decisions need to act safely.
• Bring critical, evidence-based judgment to evaluating vendor and platform claims of “AI-powered” or “agentic” CMDB capability, distinguishing genuine autonomous reasoning over CI data from rules-based automation marketed as agentic.

Standards, Critical Thinking & Continuous Improvement

• Apply ITIL service configuration management practice and other industry frameworks pragmatically to JLL’s business — adapting guidance to JLL’s risk profile and operating model rather than adopting i…