The Lead ServiceNow CMDB and Discovery Technologist is responsible for designing, developing, and supporting CMDB and Discovery solutions on the ServiceNow platform. This role partners closely with infrastructure, application, security, and platform teams to improve configuration data quality, enhance discovery coverage, and ensure accurate, reliable service mapping across the enterprise.
This role qualifies for a remote work arrangement within our 7 state footprint (PA, OH, MI, WV, VA, MD, NC).
OVERVIEW
Provide expert level guidance, leadership, and expertise in the technical support, administration, and configuration for designated ITSM/CRM systems. Works with both IT and external stakeholders to gather requirements and to provide advanced business process analysis while acting as a super user and trainer for assigned systems.
RESPONSIBILITIES (other duties may be assigned)
1. Possess expert level technical knowledge of multiple ITSM or CRM systems, applications, or modules, and of the business processes associated with those systems or applications.
2. Escalation resource for assigned systems; serve as the primary technical contact for vendors of assigned systems; participate in strategic planning related to assigned systems.
3. Develop and manage workflows, playbooks, and other documentation required to support and sustain assigned systems and associated processes.
4. Direct and manage the implementation of configuration changes to provide proper functionality of assigned systems; coordinate and perform, as needed, routine testing to validate that assigned systems are working as designed.
5. Provide expert level technical advice regarding assigned systems to other IT personnel; guide the creation, execution, and management of a strategic roadmap for assigned systems which ensures best practices and standards are followed.
6. Consult with and direct the business in optimizing the use of assigned systems and associated workflows. Stay up to date with the latest system features and enhancements, recommending and implementing improvements.
7. Serve as the Technical Product Owner of assigned systems. Lead the development effort around workflows and processes to support the integration and automation of manual effort within assigned systems.
8. Direct and manage the regular maintenance activities for assigned systems, including system upgrades and performance tuning.
9. Lead inter-discipline, department, and group meeting discussions concerning system functionality.
10. Develop and manage a set of KPIs to measure and subsequently manage system effectiveness.
11. Monitor system activity to ensure processes are working properly.
12. Provide evening and weekend "on call/issue" support as needed. Sheetz is open 24/7/365 and as such, our internal and external customers may require support at any time.
QUALIFICATIONS
(Equivalent combinations of education, licenses, certifications and/or experience may be considered)
Education
• Bachelor's degree in any field of study, with courses in computer programming, systems analysis, systems development, or systems engineering is required.
• Bachelor's degree in Computer Science, Management Information Systems, Computer Engineering is preferred.
Experience
• Minimum 10 years of applicable experience in a technology environment.
• Experience specializing in ServiceNow CMDB, Discovery, and related automation prefeerred
Licenses/Certifications (must complete all required certifications within 12 months of position acceptance)
• ITIL 4 Foundation is required.
• At least two Vendor specific application certifications (if offered) are strongly preferred
• ITIL 4 advanced certifications are strongly preferred
• ServiceNow CSA, ITOM, ITSM certifications preferred
Tools & Equipment
• General office equipment
ACCOMMODATIONS
Sheetz is committed to the full inclusion of all qualified individuals. Sheetz is committed to considering all applicants regardless of disability who can perform all essential job duties with or without accommodations.
