Position Purpose
The ServiceNow ITOM Engineer is part of the Service Asset and Configuration Management Team. This individual will work with technical SME’s to gather technical requirements as needed. The ServiceNow ITOM Engineer plays a key role during the planning stage of enhancing the automated collection of configuration data that makes up a Service. Additionally, the Engineer will work with ITSM teams to understand process requirements and translate them into technical specifications for ITOM implementation.
Key Responsibilities include, but are not limited to:
• Work with process owners to understand the process requirements related to the capture of configuration data and develop technical specifications and solutions
• Work with systems managers to ensure that the Discovery tool has the appropriate access and permissions to capture configuration information.
• Provide visibility to the performance and issues related to Discovery/Service Mapping
• Collaborate with Infrastructure Architects to understand IT technology strategy
• Work with Application SMEs to create and validate Discovery/Service Maps for key applications
• Participate in Configuration Management meetings and Story Time where appropriate
• Perform day to day administration of the ServiceNow Service Mapping tool, including mapping additional defined business services
• Maintain the integrity of the Service Mapping tool across production and non-production environments
• Assisting in troubleshooting patch / release management issues and upgrades
• Review the data being populated into the CMDB and act as partial owner of the CMDB
• Maintain Event Management workflows on the Service Now Platform
• Create Event rules when applicable for new integrations
• Assessing ITOM functionality for automation and improvement and implementing scoped solutions.
Qualifications:
Required:
• Minimum of 3 year experience with ServiceNow ITOM platform
• Minimum of 5+ years working on a team as part of a large IT organization
• ServiceNow Administration certification a plus
• Minimum of 3 year experience with Discovery, Event Management, Service Mapping, and CMDB
• Experience with Mid Server Administration, VM and containerized mid servers
• Minimum of 3 years’ experience with Configuration Management, ITIL v4 certification a plus
• Working experience in Multi Cloud solutions (Azure, Google, OCI, IBM, etc)
• Experience working with containerized infrastructure and geographically distributed physical infrastructure
• Working knowledge and experience of Agile and DevOps methodologies, scoping work through enhancements and stories, scoping requirements
• Proven execution of strategic service data models
• Experience with WMI, SSH, SNMP, PowerShell, REST, SOAP, and JavaScript
• Experience working with LDAP, Active Directory, and SUDO a plus
• Experience with a converged platform a plus
• Experience integrating with tools to federate data into the CMDB, multi-source CMDB functionality
• Experience working with Performance Monitoring Tools and Metrics
• Strong written and verbal communication
• Good interpersonal skills, including collaboration, communication, relationship building, and negotiation
• Proficient with Microsoft Office tools; Excel, PowerPoint, Word
• Able to function effectively in a fast-paced environment
• Intermediate Windows and Unix administration skills
• Familiarity with network concepts (routers, switches, firewalls, NSG, load balancing)
• Familiarity with the following concepts: XML, and JSON/script language
• Intermediate to deep understanding of Java RegEx
• Ability to discuss credentials, install a product, troubleshoot permission issues, discuss and trouble shoot network connectivity with network engineers
• Ability to work in US (PST) hours as needed
Preferred:
• Scripting capabilities such as JavaScript
• Moderate knowledge with Web and Application Servers, Load Balancers, Databases, Cloud Solution and Virtualization (WebSphere, MQ, IIS, Apache, VMware