Joanne Mammarelli Jackson

About Joanne Mammarelli Jackson

CONFIGURATION MANAGEMENT (CMDB) SPECIALIST | SERVICENOW DISCOVERY | ITOMI am a personable, results-driven IT professional who blends deep technical expertise with a strong business and relationship-focused mindset. With 30 years of Information Technology experience—including 15+ years specializing in Configuration Management and CMDB platforms—I help organizations transform complex infrastructure data into reliable, actionable intelligence.My background spans ServiceNow CMDB, Discovery, ITOM, and enterprise monitoring platforms, with a consistent focus on data quality, operational maturity, and cross-functional collaboration. I excel at partnering with engineering, operations, asset management, and leadership teams to align configuration data with business outcomes and frameworks such as CSDM.Career HighlightsModeled hotel property and service data representing U.S. and Canada inventory to support ServiceNow CSDM consumptionRecognized by the Vice President of Technology for leadership in software license remediation and mentorship of the 2022 intern teamImproved ServiceNow CMDB data quality through targeted analysis and remediation, increasing the CMDB Health Score from 80% to 95%Increased ServiceNow Discovery accuracy by 17% using native platform capabilities including JavaScript, REST APIs, Flow Designer, Business Rules, stories, and update setsDelivered day-to-day backend and frontend support for ServiceNow Discovery, Event Management, SolarWinds, and Splunk, achieving 99.5% platform availabilityCoordinated HP uCMDB implementation and data ingestion across a environment, enabling downstream inventory and capacity management programsAuthored comprehensive technical documentation to support onboarding of EMEA and APAC Tier 1 offshore teams, enabling effective follow-the-sun operationsCommunicate effectively with stakeholders using visual dashboards and reports (ServiceNow Reporting, Tableau, SSRS)Education & CertificationsMaster of Business Administration (MBA)Master of Science, Information SciencesServiceNow Certified Implementation Specialist – DiscoveryServiceNow Certified System Administrator (CSA)ServiceNow Micro-certification: Performance AnalyticsCore Focus Areas:CMDB | ServiceNow | ITOM | Data Quality | Operations | Site Reliability | Discovery | CSDMIf you’re looking for a Configuration Management professional who can strengthen CMDB integrity, streamline workflows, and elevate operational efficiency, I’d welcome the opportunity to connect.

Experience

1. Servicenow Specialist

   Leidos

   Jan 2025 — Present

   CMDB Design and Implementation: Reviewing the existing CMDB architecture and ensuring it aligns with organizational requirements and ServiceNow best practices.• Data Management: Overseeing the collection, validation, and maintenance of configuration item (CI) data to ensure its accuracy and completeness.• CI Lifecycle Management: Migrating the organization towards lifecycle management.• Integration with Other Modules: Ensuring the CMDB integrates seamlessly with other ServiceNow modules (like Incident, Change, Problem Management, Asset Management, and Integrated Risk Management) for better data flow and operational efficiency.• Auditing and Compliance: Initiating regular audits of the CMDB to verify data integrity and compliance with relevant policies and standards.• Reporting and Analytics: Generating reports and dashboards to provide insights into configuration data, helping stakeholders make informed decisions.• Stakeholder Collaboration: Working closely with IT teams, project managers, and stakeholders to understand their needs and ensure the CMDB supports business objectives.• Training and Support: Providing training and support to end-users and team members on CMDB processes and best practices.• Continuous Improvement: Identifying areas for improvement in CMDB processes and implementing enhancements as necessary.

Education

• Drexel University

  Master's degree, Computer and Information Sciences and Support Services

• Drexel University

  MSIS/MSLIS, Dual Masters of Science in Information Science / Masters in Library Science

• Temple University

  Bachelor's Degree, Management Information Systems, General

  1988 — 1991

• La Salle University

  Master of Business Administration (MBA), Computer and Information Sciences and Support Services

• La Salle University

  Master's degree, Business Administration and Management, General