ServiceNow ITOM Senior Engineer

Job Description

Serve as a part of an ServiceNow IT operations management (ITOM) team in a fast-paced Web application environment supporting the Alight business. Work with the customers and team to comprehend requirements and provide recommendations based on ITOM system capabilities, industry best practices, and the preferred outcome. Work in a dynamic, large team and environment supporting the business, using next-generation tools, standards, and processes, including AWS, Automation, ServiceNow, Terraform, and operating in an Agile environment. You will be developing and supporting the following ServiceNow products within this role: Service Mapping, Discovery, CMDB, Software Asset Management, and Hardware Asset Management.

The primary responsibilities of the role include:

• Partners with business and IT operations stakeholders to define, prioritize and execute ServiceNow ITOM operational needs and enhancements to successfully deliver ongoing capabilities. 
• Leads sessions to gather, define, and document business and technical requirements and operate in an agile environment.
• Develops and implements new ServiceNow ITOM features and modules for Service Mapping, Discovery, CMDB, Software Asset Management, and Hardware Asset Management.
• Provide ongoing ServiceNow technical support for following ServiceNow Products:  Service Mapping, CMDB, Discovery, Software Asset Management, and Hardware Asset Management.
• Supports and maintains ServiceNow ITOM technical server environments (e.g. ServiceNow mid servers), including oversight of ongoing development activities and system administration. 
• Oversees and executes migration of code and configurations across ServiceNow development, test, and production environments, including planning, testing and change management.
• Creates technical requirements, design, and playbook documentation to support ServiceNow ITOM initiatives.
• Maintain and ensure the ServiceNow configuration management database (CMDB) to ensure is accurate and up to date.
• Provide technical support for ITOM integrations with other tools via Service Graph connectors or other ServiceNow methods.
• Coordinate and support all ServiceNow Discovery, CMDB, Software Asset Management, and Hardware Asset Management plugin and release upgrades.
• Advising and researching on new ITOM tools and features.
• Resolution of incidents and implementation of changes tasks associated with ITOM.
• Forges strong, collaborative relationships and build consensus among competing stakeholders across business and IT peers, leveraging exceptional communication and interpersonal skills.
• Escalate and manage support cases to resolve technical or functional issues with ServiceNow vendor.

A successful candidate will provide the following professional background:

• Minimum 5 years of experience in developing, administrating, and supporting ServiceNow.
• Extensive and proven experience with supporting, developing, and implementing ITOM modules (Discovery, Service Mapping), Software Asset Management, Hardware Asset Management, and configuration management database (CMDB) in an enterprise production environment.
• ServiceNow Certifications in CMDB, Discovery, Software Asset Management, Hardware Asset Management, and ServiceNow Administration.
• Experience supporting mid servers running on Microsoft Windows Servers.
• Knowledge of Amazon Web Services (AWS) services and integration with ITOM is a plus.
• Knowledge of scripting languages, including PowerShell or Bash.
• Teamwork ability. Must be good team player.
• Strong Organizational skills and excellent work ethics.
• Excellent communicator and able to collaborate with teams in various locations.
• Excellent knowledge of English Language (Verbal and Written).
• Excellent follow up skills, self-directed, and proactive.