Staff, Configuration Management ITOM (within the ServiceNow platform)

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Your New Role:
The Staff, Configuration Management ITOM will play a critical role in the Business Service Mapping team, focusing on the accuracy, integrity, and operational value of the Configuration Management Database (CMDB) within the ServiceNow platform. This position will be based in Atlanta and will report directly to the Senior Manager, Business Service Mapping. As a senior technical contributor, this role will work alongside other ITOM analysts to define how services are constructed and how infrastructure components (e.g., servers, databases, load balancers) support business services.

This role is essential for enabling real-time visibility into service topologies, ensuring data integrity across Configuration Items (CIs), and supporting service health monitoring through accurate service maps. The ideal candidate will have deep expertise in N-tier application architectures, ServiceNow Discovery, and Service Mapping, with strong hands-on skills in pattern development, JavaScript, and data parsing techniques.

Your Role Accountabilities:

Service Mapping & Pattern Development

• Design and develop custom Service Mapping patterns to accurately model business services and their dependencies.

• Utilize JavaScript, regular expressions, XPath, and JSON/XML parsing to extract and normalize configuration data.

• Collaborate with application and infrastructure teams to understand service architectures and translate them into accurate service maps.

• Ensure the accuracy, completeness, and consistency of CI data and relationships within the CMDB.

• Perform data audits, resolve discrepancies, and enforce configuration management policies.

• Use CMDB Health Dashboards and Data Certification to monitor and improve data quality.

• Configure and optimize ServiceNow Discovery to identify infrastructure components and populate the CMDB.

• Troubleshoot discovery issues and fine-tune probes and sensors using protocols such as SSH, WMI, SNMP, HTTP, and JDBC.

• Manage and maintain MID Server configurations to support secure and scalable discovery operations.

• Partner with service owners, application teams, and platform architects to ensure accurate representation of services in the CMDB.

• Act as a subject matter expert on service modeling and dependency mapping.

• Provide training and guidance to stakeholders on CMDB usage and best practices.

• Identify opportunities to automate CMDB maintenance and improve service mapping efficiency.

• Support incident, change, and problem management processes by ensuring accurate CI relationships.

• Stay current with ServiceNow platform enhancements and ITOM best practices.

• 8+ years of experience in IT operations, configuration management, or ITOM, with a focus on ServiceNow.

• Proven experience with ServiceNow CMDB, Discovery, and Service Mapping.

• Strong scripting skills in JavaScript, with experience in pattern development and data parsing.

• Deep understanding of N-tier application architectures and enterprise infrastructure components.

• Familiarity with discovery protocols (SSH, WMI, SNMP, HTTP) and MID Server configuration.

• Excellent analytical, troubleshooting, and communication skills.

• Bachelor's degree in Computer Science, Information Systems, or a related field.

• ServiceNow certifications (e.g., Certified System Administrator, Discovery Implementation Specialist, Service Mapping Specialist).

• ITIL Foundation or higher-level certifications.

• Experience with cloud infrastructure (AWS, Azure, GCP) and hybrid environments.

• Familiarity with DevOps and SRE practices.