Principal Service Delivery Implementation

About Northern Trust:
Northern Trust, a Fortune 500 company, is a globally recognized, award-winning financial institution that has been in continuous operation since 1889.

Northern Trust is proud to provide innovative financial services and guidance to the world’s most successful individuals, families, and institutions by remaining true to our enduring principles of service, expertise, and integrity. With more than 130 years of financial experience and over 22,000 partners, we serve the world’s most sophisticated clients using leading technology and exceptional service.

This CMDB-skilled professional with an operations mindset will be responsible for delivering best in class, end to end Configuration Management practices. Leads Configuration management functions to strictly adhere to controls and mature existing capabilities to maintain an accurate and complete CMDB. The role will perform data analysis, auditing, quality reviews and work with stakeholders in a collaborative manner to resolve data discrepancies at root.

Key Responsibilities:

- Mature Configuration Management processes and evidence progression against KPIs/OKRs
- Develop a rich understanding of the NT businesses and technologies being serviced by the CMDB.
- Lead activities to maintain and/or enhance the control environment within our highly regulated industry
- Engage with partners to stay informed to enable highly effective management of problems
- Ensure the implementation of the Common Services Data Model / CMDB supports our DevOps transformation and the migration to public and private cloud
- Champion architecture best practices and provide process guidance to IT teams and ITSM colleagues on effective approaches to drive automation strategy
- Automate wherever possible to ensure speed, consistency, and repeatability in processes
- Deliver solutions that protect the production environment (e.g., via integration with Change and Release Management)
- Manage the process for CI intake (discovery/federation/manual) and updates in the CMDB and the onboarding of new CI classes and attributes
- Ensures that the CIs required to deliver services are accurate and reliable information about the CI is available when and where needed.
- Performs configuration audits to check that the physical/virtual IT inventory is consistent with the asset and CMDB and initiates necessary corrective action
- Provide direction to the operations teams responsible for:

- mapping infrastructure CIs to Applications (Application Services) and Business Services within ITSM Toolset
- identifying and resolving missing Configuration Item (CI) issues
- managing data entry to populate non-discoverable software and hardware CI data in the ITSM CMDB
- Contribute to the development of processes and procedures to continually enhance CMDB data integrity and compliance
- Develops and presents ITSM Configuration Management insights and issues.

Key Experience:

- Bachelor’s degree in information technology or related field is required, as is 7+ years’ direct experience in ITSM Configuration Management.
- ITIL v4 Foundation certification required
- Must have experience with configuration management tools (e.g., ServiceNow, Flexera, SNOW, etc..)
- Expert level experience in ServiceNow Discovery and Service Mapping
- Expert level experience in ServiceNow Automation
- Strong hands-on experience in optimizing discovery, tailoring patterns and development
- Must possess strong data analytics experience - expert in ServiceNow, and strong Power BI, Excel to analyze large volumes of data.
- Excellent oral and written communication skills are required
- 10 Years of experience in IT Operations / Application Development with

a minimum of 5 years in a leadership role
- 7+ years of experience with ServiceNow
- Knowledge of Operating Systems - Linux/UNIX/Windows/VMware
- Familiarity with datacenter hardware - servers, network appliances, backup hardware, etc.
- Strong understanding of ITIL/COBIT best practices and controls

Working with Us:
As a Northern Trust partner, greater achievements await. You will be part of a flexible and collaborative work culture in an organization where financial strength and stability is an asset that emboldens us to explore new ideas.

Movement within the organization is encouraged, senior leaders are accessible, and you can take pride in working for a company committed to assisting the communities we serve Join a workplace with a greater purpose.

Reasonable accommodation


We hope you’re excited about the role and the opportunity to work with us. We value an inclusive workplace and understand flexibility means different things to different people.