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A place where bold ideas are welcomed, human connection is valued, and everyone has the opportunity to shape their future.

A career at Equinix means being at the center of shaping what comes next and amplifying customer value through innovation and impact. You’ll work across teams, influence key decisions, and help shape the path forward. You’ll find belonging, purpose, and a team that welcomes you—because when you feel valued, you’re empowered to do your best work.

Job Summary

The Change and CMDB Product Manager within the Service Management & Controls team at Equinix owns the design, governance, and continuous improvement of the Change and CMDB processes as products within the ServiceNow platform.

This role focuses on facilitating improvements, defining and refining process requirements, and ensuring that these processes are effectively deployed, adopted, and optimized across the enterprise. The ideal candidate will balance business, technical, and stakeholder priorities to ensure ServiceNow capabilities are leveraged to deliver efficient, scalable, and high-quality outcomes.

This position collaborates closely with cross-functional teams across Data Center Operations, Network Operations, and the Digital Innovation Office, ensuring alignment between business needs, platform capabilities, and governance standards.

Responsibilities

• Own the Change and CMDB processes as products within ServiceNow, ensuring alignment with ITIL best practices, enterprise objectives, and platform governance

• Facilitate process improvement initiatives, analyzing feedback and performance data to recommend enhancements that improve usability, automation, and data integrity

• Translate business needs into clear, actionable ServiceNow requirements, working with platform and development teams to ensure effective implementation and continuous optimization

• Manage and refine process documentation, including directives, workflows, data models, and policies that guide process execution across the organization

• Balance competing priorities from multiple stakeholder groups while maintaining process integrity, compliance, and platform scalability

• Define and track KPIs and success metrics, ensuring the Change and CMDB processes deliver measurable value and drive continuous improvement

• Perform gap analyses against industry best practices (ITIL, Lean) and propose roadmap improvements that align with global Service Management strategy

• Champion process adoption and change enablement, collaborating with training, communications, and governance teams to ensure awareness and understanding

• Manage and prioritize the ServiceNow product backlog for Change and CMDB, using Agile methods to plan, refine, and deploy features and process enhancements

• Partner with ServiceNow platform owners and developers to ensure design consistency, technical feasibility, and platform sustainability

• Serve as a liaison between technical and business teams, translating process goals into right-fit system design and workflows

 

Qualifications

• Proven experience in ITSM Change Management and CMDB process ownership or business analysis within a large enterprise, ideally in a service provider or operations environment

• Strong background in ServiceNow platform enablement, including process design, data modeling, deployment and workflow optimization

• Demonstrated success in managing competing priorities and stakeholder expectations across complex global organizations

• Experience in process improvement and governance, with familiarity in ITIL, Lean, and Agile frameworks

 

Skills and Attributes

Required

• ITIL Certification (Change and Configuration Management focus)

• Deep understanding of CMDB concepts, dependencies, and lifecycle management

• Typically 5+ years of experience in change management and CMDB process ownership

Nice to Have:

• Scrum, Lean Six Sigma, or ServiceNow System Administrator Certification

• Strong analytical and problem-solving skills, with ability to think strategically and translate vision into actionable plans

• Excellent communicator able to bridge business and technical language, influence across all levels, and simplify complex topics

• Comfortable managing ambiguity and driving clarity through structured frameworks and collaboration

• Skilled in stakeholder management, requirement elicitation, and prioritization

• Self-directed with strong accountability for outcomes and attention to quality and governance

The targeted pay range for this position in the following location is / locations are:

Canada - Toronto Office TRO : 99,000 - 149,000 CAD / Annual

United States - Dallas Infomart Office DAI : 103,000 - 155,000 USD / Annual

Our pay ranges reflect the minimum and maximum target for new hire pay for the full-time position determined by role, level, and location.The pay range shown is based on our compensation structure in place at the time of posting and may be updated periodically based on business needs. Individual pay is based on additional factors including job-related skills, experience, and relevant education and/or training.

The targeted pay range listed reflects the base pay only and does not include bonus, equity, or benefits. Employees are eligible for bonus, and equity may be offered depending on the position.

Equinix Benefits

As an employee, you become important to Equinix’s success. We ensure all your benefits are in line with our core values: competitive, inclusive, sustainable, connected and efficient. We keep them competitive within the current marketplace to ensure we’re providing you with the best package possible. So, wherever you are in your career and life, you’ll be able to enhance your experience and bring your whole self to work.

Employee Assistance Program: An Employee Assistance program is available to all employees.

US Benefits: - Insurance: You may enroll in health, life, disability and voluntary plans that are designed for you and your eligible family members. - Retirement: You and Equinix may contribute to a retirement plan to help you plan for your financial future. - Paid Time Off (PTO) and Paid Holidays: You will receive an accrued amount of PTO each pay period along with various paid holidays for you to rest and recharge. Eligibility requirements apply to some benefits. Benefits are subject to change and may be subject to specific plan or program terms. Canada Core Benefits: - Insurance: You may enroll in healthcare coverage that is designed to complement the provincial healthcare system, along with life, disability and optional benefit plans that are designed for you and your eligible family members. - Retirement: You may also enroll in Equinix-sponsored retirement or savings plans: Defined Contribution Pension Plan (DCPP), Group Retirement Savings Plan (RRSP) and Tax-Free Savings Plan (TSFA). - Vacation and Paid Holidays: Equinix offers both vacation and personal time, along with various paid holidays for you to rest and recharge. Eligibility requirements apply to some benefits. Benefits are subject to specific plan or program terms, and to change at Equinix discretion.

Equinix is committed to ensuring that our employment process is open to all individuals, including those with a disability.  If you are a qualified candidate and need assistance or an accommodation, please let us know by completing this form.

Equinix is an Equal Employment Opportunity and, in the U.S., an Affirmative Action employer.  All qualified applicants will receive consideration for employment without regard to unlawful consideration of race, color, religion, creed, national or ethnic origin, ancestry, place of birth, citizenship, sex, pregnancy / childbirth or related medical conditions, sexual orientation, gender identity or expression, marital or domestic partnership status, age, veteran or military status, physical or mental disability, medical condition, genetic information, political / organizational affiliation, status as a victim or family member of a victim of crime or abuse, or any other status protected by applicable law.