Principal Process Owner

Description
CMDB Process Owner
The CMDB Process Owner is accountable for the end-to-end ownership of one of the most critical business processes in technology, configuration management. The CMDB underpins most critical technology processes. Meeting key needs of CMDB stakeholders and delivering on priority use cases for the company is the key to success.
The process owner is responsible for gathering, defining, documenting, implementing, monitoring, and continuously improving the process to ensure it delivers maximum value to the company and supports the organization's strategic objectives. The role requires strong collaboration across multiple technology and business units, leadership in process governance and requirements prioritization, and driving process-related initiatives to value outcomes.
Key Responsibilities:

• Take full ownership of a designated business processes, ensuring they operate efficiently and effectively, meeting the needs of the organization.
• Manage strong stakeholder relationships, maintaining a culture of collaboration and trust.
• Define, document, and maintain the process framework, policies, and standards.
• Identify process improvement opportunities using data analysis, stakeholder feedback, and industry best practices.
• Lead cross-functional teams to implement process enhancements and change initiatives.
• Establish key performance indicators (KPIs) and monitor process performance against these metrics.
• Collaborate with Product, Operations, Security, Procurement, Compliance, and other departments to ensure process alignment and compliance with regulatory requirements.
• Manage risk within the process and develop mitigation strategies.
• Provide training and support to process participants to ensure adherence and competence.
• Drive a culture of continuous improvement and process excellence.
• Report on process performance to senior management and recommend corrective actions as needed.
• Participate in strategic planning and contribute to organizational goals through process innovation.

Qualifications
Qualifications:

• Bachelor's degree in Business, Engineering, Operations Management, or related field; Master's degree preferred.
• Extensive experience (typically 10+ years) in ITSM or configuration process management, process improvement, or operations roles.
• Minimum of 5 years experience with ServiceNow CDMB
• Experience with FlexeraOne, APM Tools and related processes.
• Expertise in CSDM framework in ServiceNow.
• Deep understanding of CI Lifecycle.
• Strong knowledge of process improvement methodologies (e.g., Six Sigma, Lean, BPM).
• Proven leadership and project management skills.
• Excellent analytical, problem-solving, and communication skills.
• Ability to work collaboratively across multiple teams and manage stakeholder priorities.
• Familiarity with relevant industry regulations and compliance standards.

About Us
Pay Philosophy: The typical starting salary range for this role is determined by a number of factors including skills, experience, education, certifications and location. The full salary range for this role reflects the competitive labor market value for all employees in these positions across the national market and provides an opportunity to progress as employees grow and develop within the role. Some roles at Liberty Mutual have a corresponding compensation plan which may include commission and/or bonus earnings at rates that vary based on multiple factors set forth in the compensation plan for the role.
As a purpose-driven organization, Liberty Mutual is committed to fostering an environment where employees from all backgrounds can build long and meaningful careers. Through strong relationships, comprehensive benefits and continuous learning opportunities, we seek to create an environment where employees can succeed, both professionally and personally.
At Liberty Mutual, we believe progress happens when people feel secure. By providing protection for the unexpected and delivering it with care, we help people embrace today and confidently pursue tomorrow.
We are dedicated to fostering an inclusive environment where employees from all backgrounds can build long and meaningful careers. By actively seeking employee feedback and amplifying the voices of our seven Employee Resource Groups (ERGs), which are open to all, we create an environment where every individual can make a meaningful impact so we continue to meet the evolving needs of our customers.
We value your hard work, integrity and commitment to make things better, and we put people first by offering you benefits that support your life and well-being. To learn more about our benefit offerings please visit: https://LMI.co/Benefits
Liberty Mutual is an equal opportunity employer. We will not tolerate discrimination on the basis of race, color, national origin, sex, sexual orientation, gender identity, religion, age, disability, veteran's status, pregnancy, genetic information or on any basis prohibited by federal, state or local law.
Fair Chance Notices

• California
• Los Angeles Incorporated
• Los Angeles Unincorporated
• Philadelphia
• San Francisco

USD $104000.00 - $225000.00