American Electric Power

ITSM ServiceNow Discovery Process Owner

American Electric Power • $98K — $128K *
Columbus, OH 43230In-Person
Information Technology
5 - 7 years of experience
Reposted Today
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Job Overview by Ladders

Qualifications

  • Bachelor's degree in computer science, information systems, or related field.
  • 7+ years of relevant work experience required, including 4+ years in CMDB and ITIL/ITSM support.
  • Advanced understanding of ITIL CMDB Management and ServiceNow Discovery processes.
  • Proficient in developing JavaScript scripts for ServiceNow Discovery and optimizing data processes.
  • Experience in process design, business process architecture, and documenting workflows.

Responsibilities

  • Support alignment of CMDB processes with organizational strategic objectives.
  • Design processes in accordance with the ITIL framework and industry standards.
  • Configure and optimize ServiceNow Discovery settings.
  • Troubleshoot discovery-related errors and implement fixes.
  • Ensure compliance of discovery scripts with security standards.
  • Align Discovery outputs with the Common Service Data Model (CSDM).
  • Develop a Discovery audit process to rectify data quality issues.

Benefits

  • Comprehensive benefits package aimed at enhancing overall well-being of employees.
  • Support for continuous personal and professional development through various programs.
Full Job Description
Job Posting End Date
07-31-2026
Please note the job posting will close on the day before the posting end date.

Job Description

ServiceNow CMDB/Discovery - Architect: ITIL Architect

Provides hands-on expertise with Integration and data ingestion systems, Process/data flow orchestration implementation. This is accomplished by working with other ITIL Service Operations process owners, Configuration Item data owners and stakeholders to implement and manage best practices, processes, standard and policy. Has advanced understanding of ITIL CMDB Management, ServiceNow Discovery, and related processes as well as methodologies and techniques needed to guide an organization to successfully attain key benefits and overarching goals of IT.

What You'll Do:

  • Support and assist on CMDB processes to align with the organization's strategic Objectives.
  • Ensure process design aligns with ITIL framework and follows business and industry methodologies while considering good/best practices.
  • Assist with configuration and optimization of ServiceNow Discovery.
  • Troubleshoot and resolve discovery-related errors, including ECC Queue issues and script execution failures.
  • Ensure all discovery scripts adhere to security and compliance standards, avoiding hardcoded credentials or sensitive data.
  • Align Discovery outputs with Common Service Data Model (CSDM) and organizational CI taxonomy. Knowledge of implementation of security requirements for ITSM processes.
  • Develop and support a Discovery audit process to identify gaps, stale data, or misclassified Cis and develop corrective actions.
  • Support the development of configuration item lifecycle process.
  • Deliver artifacts that detail architecture requirements, process design, system integrations definitions, procedures, workflow.
  • Support and assist CSDM Alignment to ensure CMDB structure aligns with the Common Service Data Model (CSDM) framework.
  • Support and assists in CMDB remediation through out-of-box ServiceNow tools such as de-duplication, CMDB Health, and IRE
  • Needs to have advance knowledge of ServiceNow CMDB; out of the box functionality, interdependence of CMDB with other process and consumer needs of the data from the CMDB.
  • Strong understanding and direct experience of ServiceNow functionality to include CMDB, Service Level Agreements (SLAs), Discovery and Performance Analytics.
  • Ability to develop and maintain custom probes, patterns, pre & postscript to support automated discovery of infrastructure components.
  • Expert analysis, troubleshooting, and verbal and written technical and non-technical communication skills.
  • Ability to develop high level design requirements addressing the business, infrastructure, security, support, and operational needs of a solution.


Additional Preferred Requirements:

  • 4+ years CMDB experience, including ITIL/ITSM and Discovery support.
  • 4+ years' experience in collaborating with stakeholders to capture ITSM requirements.
  • 4+ years ServiceNow development experience preferred.
  • In addition to any experience required above, 7 years of relevant work experience required.
  • Ability to write and optimize JavaScript-based scripts within ServiceNow Discovery to process and populate Configuration Items (CIs).
  • Strong knowledge of process design, development, and support
  • In depth experience managing organizational needs, documenting, and mapping business processes.
  • Hands-on Experience in CSDM (Common Service Data Model) Implementation & Business Process Architecture & Mapping with Technical and Business Service structure.
  • Proven experience identifying improvement opportunities through the analysis and creations of process audits.
  • Progressive experience in managing enterprise-class continual IT process improvement
  • Champion quality standards and ensuring compliance across all operational teams
  • Workflow and Process development expert
  • Extensive process integration knowledge and experience preferred.
  • Knowledge of business system interactions, infrastructure dependencies, system controls, monitoring associated with service delivery.
  • Self-directed and dependable to produce high-quality work in a timely manner.
  • Bring strong technical decision-making skills to the team.
  • Effectively communicate appropriately through verbal and written channels
  • ServiceNow On-Prem experience preferred.


Other Preferred Requirements:

  • In-depth knowledge and experience with ITSM Service Delivery processes
  • Strong leadership skills.
  • Workflow and Process development expert
  • Development Scripting knowledge preferred.
  • Extensive ServiceNow knowledge and experience preferred.
  • Self-directed and dependable to produce high-quality work in a timely manner.
  • Bring strong technical decision-making skills to the team.
  • Effectively communicate appropriately through verbal and written channels to inform IT and Business Leadership and project teams.
  • ServiceNow On-Prem experience preferred.


What We're Looking For:

Education: Bachelor's degree in computer science, information systems, business or related field of study; Or associate's degree in computer science or related field of study with 2 years of relevant work experience; Or High school diploma/GED with 4 years of relevant work experience.

Experience: In addition to any experience required above, 7 years of relevant work experience is required.

What You'll Get:

$98,993.00 - $128,688.00

In addition to a competitive compensation, AEP offers a unique comprehensive benefits package that aims to support and enhance the overall well-being of our employees.

Compensation Data

Compensation Grade:

Compensation Range:

$98,993.00 - $128,688.00

The Physical Demand Level for this job is: S - Sedentary Work: Exerting up to 10 pounds of force occasionally (Occasionally: activity or condition exists up to 1/3 of the time) and/or a negligible amount of force frequently. (Frequently: activity or condition exists from 1/3 to 2/3 of the time) to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time but may involve walking or standing for brief periods of time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.

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About American Electric Power

American Electric Power generates, transmits, and distributes electricity, serving residential, commercial, and industrial customers nationwide. AEP serves millions of customers across 11 states. It operates in the generation, transmission, and distribution of electricity, providing power to residential, commercial, and industrial customers. AEP generates electricity using diverse sources, including coal, natural gas, nuclear, and renewable energy like wind and solar. The company maintains a vast transmission network that delivers electricity from power plants to local distribution systems, ensuring a stable and reliable power supply. AEP is actively involved in renewable energy initiatives, investing in wind farms and solar facilities to diversify its energy portfolio and reduce its environmental impact. Additionally, the company engages in community outreach, supporting education, environmental conservation, and various social initiatives.

American Electric Power Careers

Join the dynamic team at American Electric Power (AEP), one of the largest electric utilities in the United States, and ignite your career with a company known for its commitment to innovation and leadership in the energy sector.

Opportunities Await

At AEP, we offer a multitude of job opportunities that cater to a variety of skills and professional interests. Whether you're seeking an entry-level position or a more senior role, our diverse range of employment options ensures that there's a place for every ambitious individual in our team.

Grow and Innovate

Embark on a journey of growth and professional development with AEP. Our company is at the forefront of the energy industry’s transformation, integrating sustainable and innovative practices that not only lead the market but also contribute to a greener planet. Engage in work that challenges the status quo, pushing the boundaries of what is possible in the energy sector.

Culture and Benefits

AEP is dedicated to fostering a culture of diversity and inclusion, where every team member’s contribution is valued. We offer competitive benefits that support the health, well-being, and financial security of our employees and their families. From comprehensive health benefits to professional development programs and diversity training, AEP ensures that our team is equipped for both personal and professional success.

Internship Programs

Kickstart your career with an AEP internship. Our programs provide invaluable industry experience and networking opportunities that pave the way for future employment. Interns at AEP work on real projects, learn from seasoned professionals, and gain the hands-on experience necessary to succeed in the fast-paced world of energy.

Leadership and Development

Leadership at AEP means more than guiding teams – it involves inspiring change and driving innovation. With leadership development programs, employees are prepared to take on challenging roles that shape the future of the company and the industry. Our focus on leadership and continuous improvement creates an environment where ambitious professionals can thrive.

Join Our Team

Explore the career possibilities at American Electric Power today. Search open positions that match your skills and interests. We are constantly hiring new talent and look for passionate, curious, and solution-driven team players. Prepare your resume, ace the interview, and join a company where your career can flourish.

Stay Connected

Keep up to date with the latest at AEP by following our careers blog. Gain insider perspectives, industry-leading insights, and career tips that you can put to use today—all from the people who work here.

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Explore American Electric Power Jobs

Whether you're a seasoned professional or new to the industry, AEP offers a dynamic work environment where innovation, leadership, and growth are part of everyday life. Join us in powering a new and brighter future for everyone.
Learn more about American Electric Power
Size
16,688 employees
Market Cap
$48.8 billion
Industry
Energy & Utilities
Net Income
$2.2 billion
Founded
1906
5 Year Trend
+0.5%
Revenue
$14.9 billion
NASDAQ
AEP
* Ladders Estimates

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