Job Purpose

We are seeking a Senior ServiceNow ITOM Engineer to design, implement, and sustain the ServiceNow IT Operations Management platform. This role owns Discovery, Service Mapping, and Event Management, while supporting teams that own CMDB health — serving as a subject matter expert across ITOM modules and integrations with enterprise infrastructure and monitoring toolsets.

Open to experienced ServiceNow ITOM engineers who want a deeper infrastructure role, and seasoned systems or infrastructure engineers who have spent meaningful time inside ServiceNow and want to grow into the ITOM and CMDB side of the platform. What matters is that you can navigate the CMDB fluently, you actually understand the CSDM and CMDB data model, and can bring strong instincts about how the underlying infrastructure works.

Responsibilities

• Design, operate, and continuously improve ITOM processes and systems aligned to IT strategy and operational goals
• Maintain and optimize ServiceNow Discovery, Service Mapping, CMDB, and CSDM health and accuracy
• Hands-on knowledge of pattern customization, horizontal discovery, top-down mapping, MID server architecture, and credential integrations
• Develop and maintain a deep understanding of the CMDB data model, and the core functionality of the ServiceNow platform specifically related to the CMDB application
• Manage MID server topology, credentials, discovery schedules, and service model quality
• Troubleshoot discovery and integration issues across ServiceNow, infrastructure, operating systems, and cloud APIs
• Build and support integrations with cloud platforms, Service Graph Connectors, and custom REST/SOAP interfaces
• Develop scripts and tooling to improve data quality, deduplication, orphan detection, link validation, and bulk remediation
• Create reports and dashboards to monitor ITOM health, coverage, reconciliation, and service map freshness
• Produce and maintain technical documentation such as runbooks, architectural decisions, and integration designs
• Stay current on ServiceNow platform releases and recommend enhancements and automation opportunities

Knowledge and Experience

• Bachelor’s degree in Computer Science, Information Technology, or related field, or equivalent practical experience
• 5+ years of combined experience in ServiceNow and infrastructure/systems
• Working knowledge of ServiceNow, including CMDB navigation, reporting, dashboards, and basic platform configuration
• Hands-on understanding of servers, networks, cloud resources, and terminal-based administration
• Familiarity with protocol used for ServiceNow Discovery, such as SSH, WMI, SNMP, WinRM, and cloud APIs
• Ability to troubleshoot discovery issues across both platform and infrastructure layers
• Scripting experience in Python, JavaScript, PowerShell, or shell scripting
• Experience with REST and SOAP API integrations and large data extracts
• Strong written and verbal communication skills, including technical documentation and stakeholder communication
• Ability to work independently and collaborate effectively across cross-functional teams

Preferred Knowledge and Experience

• Deep ServiceNow ITOM expertise across hybrid cloud and on-premise environments
• Strong knowledge of CMDB and CSDM data models, including IRE, identification and reconciliation rules, data source precedence, and CI hierarchy
• ServiceNow certifications such as CIS-ITOM, CIS-Discovery, or CIS-Service Mapping preferred
• Familiarity with SAMPro and ServiceNow Enterprise Architecture/Application Portfolio Management
• Exposure to AI-assisted development workflows and agentic tooling for ITOM use cases

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