Business Analytics Lead; ServiceNow

Position Overview

At PNC, our people are our greatest differentiator and competitive advantage in the markets we serve. We are all united in delivering the best experience for our customers. We work together each day to foster an inclusive workplace culture where all of our employees feel respected, valued and have an opportunity to contribute to the company’s success. As a Business Analytics Lead within PNC's Technology organization, you will be based in Pittsburgh, PA, Cleveland, OH, Birmingham, AL, Dallas, TX or Denver, CO.

The Service Now IT Asset Management (ITAM) & CMDB Business Analytics Lead is responsible for driving the governance, quality, analytics, and continuous improvement of IT asset and configuration data. This role serves as the strategic liaison between technology, operations, asset management, architecture, and business stakeholders to ensure accurate, reliable, and actionable data across the IT ecosystem.

• Lead CMDB and ITAM data governance initiatives to ensure data quality, integrity, compliance, and operational effectiveness of IT asset and configuration data.
• Develop and maintain executive dashboards, KPIs, scorecards, and performance analytics related to asset management, CMDB health, discovery coverage, and service mapping.
• Partner with asset owners, configuration item (CI) owners, infrastructure teams, procurement, risk, and enterprise architecture to improve data quality and lifecycle management processes.
• Analyze trends, identify risks, and provide actionable insights that improve asset visibility, compliance, service reliability, and operational efficiency.
• Support CMDB certification, audit readiness, reconciliation activities, and compliance requirements through ongoing monitoring and remediation efforts.
• Drive adoption of CMDB, CSDM, Discovery, Service Mapping, Hardware Asset Management (HAM), and Software Asset Management (SAM) capabilities.
• Translate complex technical data into meaningful business insights and executive-level reporting to support strategic decision-making.
• Identify automation and process improvement opportunities that enhance data accuracy, reduce manual effort, and increase operational maturity.

• Experience with IT Asset Management, CMDB, ITSM, ITOM, Service Now, and CSDM frameworks.
• Strong analytical, reporting, and data governance skills.
• Experience developing KPIs, dashboards, and executive-level reporting.
• Ability to lead cross-functional initiatives and influence stakeholders across technology and business organizations.
• Knowledge of ITIL practices, asset lifecycle management, discovery, service mapping, and compliance controls.

PNC Employees take pride in our reputation and to continue building upon that we expect our employees to be:
Customer Focused – Knowledgeable of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and able to leverage that information in creating customized customer solutions. Managing Risk – Assessing and effectively managing all of the risks associated with their business objectives and activities to ensure they adhere to and support PNC’s Enterprise Risk Management Framework.

• Analytical Thinking
• Business Intelligence (BI)
• Concept Development
• Data Analytics
• Data-Driven Decision Making
• Data Integration
• Leadership
• Market Research
• Performance Metrics
• Qualitative Research
• Service Now Platform
• Strategic Planning

• Analytical Thinking
• Business Acumen
• Business Analytics
• Consulting
• Decision Making and Critical Thinking
• Effective Communications
• Emerging Technologies

Work Experience Roles at this level typically require a university / college degree, with 5+ years of industry-relevant experience. Specific…