Job DescriptionOverview:
The CMDB Site Reliability Engineer will hold the responsibility for developing on the Service Now platform CMDB, ITOM Discovery and other CMDB related components as part of the Scrum based Agile framework to advance and maintain Visa's CMDB functionality. This will include, but is not limited to, story implementation, data management(CI and Platform), and operational support (Incidents and Requests).
Essential Functions:
- Be part of a global team that has operational support responsibilities as part of your day to day responsibilities, of VISA's configuration management Data Base (CMDB), the inherent hierarchal data structures of CSDM data model and better understand how data is stored, managed, coalesced in VISA's CMDB.
- Expand and enhance your knowledge of the ServiceNow Platform and it's advanced features and capabilities including developing table / attribute level security controls, implementing Business Rules, Flow Designer, Workflows, Client Scripts, UI Policy, and UI.
- Execute Service Now Data ingestion capabilities by developing IHETL maps, transform maps, Robust Transformers, precedence-based job schedules using different types of data sources including API's, JDBC, or .CSV.
- Utlize Service Now capabilities like Performance Analytics & Dashboards, Reporting, and the CMDB Query builder as part of your day to day activities addressing day to day issues or questions raised by customers or stakeholders.
- Work with end - users and educate them on how to be more effective and efficient working on the platform either through informal meetings, brown bags or scheduled calls.
ServiceNow Administration:
- Provide guidance and expertise for ServiceNow implementations by leading planning and executing engagement workstreams across ITSM and ITOM for CMDB.
- Demonstrate knowledge of ServiceNow AI capabilities for ITSM, including Now Assist, Virtual Agent, Predictive Intelligence, AI Search, AI Agents, and AI Control Tower.
- Develop scripts, workflows, and automation using ServiceNow Studio, JavaScript, Glide APIs, Flow Designer, and platform-native tools to support efficient ITOM processes.
- Integrate ServiceNow with third-party platforms (Azure, AWS, GCP) using MID servers, REST/SOAP APIs, and other connectors.
- Work with Service Now ITOM Discovery and its Cloud Discovery capabilities in a multi-public Cloud environment.
- Develop technical requirements, documentation and technical diagrams.
- Work in a collaborative environment with other team members to ensure that ServiceNow standard best-practices are utilized for all configurations and customizations.
ServiceNow Development:
- Develop and maintain basic ServiceNow configurations, including Business Rules, Client Scripts, UI Policies, UI Actions, and Data Policies.
- Support application testing, deployments, and update set management across development, test, and production environments.
- Work with stakeholders to review stories and requirements to develop new capabilities as part of our monthly Sprints and Releases.
- Follow ServiceNow development best practices, coding standards, and platform governance to ensure maintainable and scalable solutions.
- Implement best practices for platform configuration, maintenance, and performance optimization.
- Enhance and maintain the Configuration Management Database (CMDB), ensuring data accuracy, CI lifecycle management, reconciliation, and overall CMDB health.
CMDB Health Metric:
- Ensure CMDB data is accurate and up to date, reflecting the current state of the IT infrastructure.
- Maintain the Configuration Item (CI) identification rate by ensuring IT assets and configuration items are correctly identified and recorded in the CMDB.
- Be accountable for CI relationship completeness, correctness, and compliance by ensuring relationships between CIs are accurate and that essential attributes and fields are populated for each CI record in the CMDB.
- Drive CI reconciliation accuracy by ensuring discrepancies identified during CI reconciliation processes are resolved.
- Conduct regular audits to ensure data integrity and compliance with standards.
- Collaborate with stakeholders to identify opportunities for process automation and improvement.
Visa will accept applications for this role until at least August 28, 2026.
Visa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager.
QualificationsBasic Qualifications:
- 5+ years of relevant work experience with a Bachelor's Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or 0 years of work experience with a PhD, OR 8+ years of relevant work experience.
Preferred Qualifications:
- Bachelor's degree, OR 4+ years of relevant work experience.
- Four years' Service Now development experience with in-depth knowledge of ITOM modules, including Discovery, Service Mapping, Event Management, and CMDB processes.
- Experience with ServiceNow performance monitoring, scripting, and integrations.
- Understanding of CMDB structure, CI relationships, and data accuracy best practices.
- Candidate should have direct work experience troubleshooting issues on the Service Now platform with Catalog requests, data imports, or other business-related logic.
- Effective writing skills with the ability to document application configurations, system design and architecture, simple run books.
- Good communication skills to work effectively with team members, support personnel, management and customers in geographically dispersed locations and ability to work as part of a team as well as independently with minimum guidance.
- Ideal candidate would have completed their ServiceNow Certified System Administrator.
- Service Now Certified Applications Developer Certification and/or ITOM Discovery Certification.
- Experience writing in JavaScript.
- Familiarity with JSON, developing integrations utilizing REST Messages and Scripted REST APIs.
- Experience working in an Agile Development methodology.
- Master degree in IT, Engineering, or related Technology field.
- 5+ years' experience developing on Service Now Platform and/or CMDB.
- Experience writing in PowerShell and complex SQL queries.
- Experience working with multicultural teams in diverse geographic locations preferred.
- Prior Technical SRE or DevOps or Cloud Technologies expertise a plus.
- GenAI and AI Prompt Engineering skill and experiences a plus.
- ITIL V4 expert Certification a plus.
Information for US ApplicantsFor roles located in the US, the estimated salary range for this position is $124,300.00 to $ 198,600.00 USD per year, which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity.Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401(k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.
Work HoursVaries upon the needs of the department.
Travel RequirementsThis position requires travel 5-10% of the time.
Mental/Physical RequirementsThis position will be performed in an office setting. The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.
