The Role:
We are seeking a ServiceNow ITOM Engineer to support operational execution, stability, and continuous improvement of ServiceNow ITOM capabilities, including Discovery and the CMDB. This role is primarily operational in nature, with a strong emphasis on hands-on delivery, issue resolution, and platform reliability. As a senior individual contributor, this role works closely with engineering, operations, and platform leadership to provide input into ITOM strategy and vision, while being accountable for day-to-day ITOM outcomes and technical execution.
Key Responsibilities:
ITOM Operations and Platform Execution:
Operate and maintain ServiceNow ITOM capabilities with a focus on reliability, data accuracy, and operational effectiveness.
Execute configuration and enhancements for Discovery, and related ITOM features.
Partner with infrastructure and application teams to ensure ITOM data accurately reflects the production environment.
Identify, troubleshoot, and resolve ITOM-related issues impacting discovery or service visibility.
Discovery and CMDB Operations:
Administer and operate ServiceNow Discovery to ensure accurate and timely capture of infrastructure and application configuration items.
Ensure CMDB data generated by ITOM processes is normalized, reconciled, and adheres to established governance standards.
Perform ongoing validation and remediation of discovery results, relationships, and CI classifications.
Senior-Level Support and Enablement:
Act as a senior escalation resource for complex ITOM, Discovery, and CMDB operational issues.
Provide guidance and mentoring to team members and stakeholders.
Partner with platform leadership to provide operational feedback and recommendations that inform ITOM strategy and roadmap decisions.
Document operational standards, procedures, and best practices related to ITOM and CMDB operations.
Continuous Improvement and Risk Awareness:
Identify operational opportunities to improve ITOM stability, data quality, and service visibility.
Monitor ITOM performance and data health to proactively identify risks or degradation.
Stay informed of ServiceNow ITOM platform updates and provide recommendations based on operational impact.
Qualifications:
Education and Experience:
Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
4+ years of experience supporting enterprise infrastructure, operations, or service management platforms.
5+ years of hands-on experience operating ServiceNow ITOM capabilities in a production environment.
Technical Skills:
Strong hands-on experience with ServiceNow ITOM Discovery and the CMDB.
Practical understanding of identification, normalization, and reconciliation concepts.
Working knowledge of ITIL processes and operational support models.
Strong analytical and troubleshooting skills across infrastructure and application technologies.
Certifications (Required):
ServiceNow Certified System Administrator (CSA).
ServiceNow Certified Implementation Specialist – Discovery.
Soft Skills:
Strong operational focus with attention to detail and follow-through.
Ability to communicate effectively with engineering teams and leadership.
Comfort providing guidance and mentoring based on experience rather than formal authority.
Ability to manage multiple operational priorities in a fast-paced environment.
Demonstrated accountability and ownership of assigned platform responsibilities.
Salary Range:
$90,000 - $157,500 Annual
The range quoted above applies to the role in the primary location specified. If the candidate would ultimately work outside of the primary location above, the applicable range could differ.
Employees are eligible to participate in State Street’s comprehensive benefits program, which includes: our retirement savings plan (401K) with company match; insurance coverage including basic life, medical, dental, vision, long-term disability, and other optional additional coverages; paid-time off including vacation, sick leave, short term disability, and family care responsibilities; access to our Employee Assistance Program; incentive compensation including eligibility for annual performance-based awards (excluding certain sales roles subject to sales incentive plans); and, eligibility for certain tax advantaged savings plans.
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