About this role
Job title: Engineer ServiceNow ITOM/ITAM/SACM-CMDB
About the Role The ServiceNow ITOM/ITAM/SACM-CMDB engineer will be responsible for end-to-end maintenance and administration of the ServiceNow ITOM, ITAM, and related modules (such as Event Management, Discovery, Service Mapping, SACM/CMDB, SAM) and any other scope-defined modules. The role supports data integrity, platform health, security, and scalable operations while partnering with cross-functional teams to align changes with business needs.
What You'll Do
- Participate and advise in product lifecycle conversations for the given platform scope
- Establish a strong partnership with parallel operational system administrators to maintain continuity of data flow for integrations
- Meet discovery health and service mapping objectives by executing a CMDB maturity model and control plan
- Analyze health monitoring data to make maintenance recommendations that improve security, currency, and performance
- Serve as a technical expert for pre-project requirements and shaping
- Evaluate impact of new requirements to ensure alignment with the platform, infrastructure, and support operations
- Evaluate and test system fixes and new capabilities to determine impact and benefits
- Configure, test, and implement system enhancements and modules in the platform as needed
- Execute implementation efforts with production processes to minimize impact and ensure compatibility with maintenance activities (weekly moves to production, quarterly patching, annual upgrades)
- Assess impact of designed client scripts, business rules, and workflows and partner with operations resources for implementation
- Create and maintain roadmap, system design, and architecture documentation
- Handle operational escalations with the SaaS provider
Service Mapping scope responsibilities include:
- Review service map quality with owners of services
- Convert existing manual application mapping to discoverable mapping
- Document configuration and patterns required for Service Mapping
- Audit Service Maps for technical issues and coordinate discovery schedule maintenance
Event Management scope responsibilities include:
- Maintain Event Management Application and Integrations
- Onboard new element managers to include integration, event handling, rules, and related configurations