ServiceNow ITOM Engineer: Discovery, CMDB & Ops Lead

State Street; Quincy (MA); On-site; USD 90,000 - 158,000; Full time

Benefits offered by this job

401K with company match

Insurance coverage: life, medical, den

Dental

Vision

Long-term disability

Paid time off

Employee Assistance Program

Incentive compensation

Tax-advantaged savings plans

Job summary

State Street is seeking a ServiceNow ITOM Engineer to support operational execution, stability, and continuous improvement of ITOM capabilities, including Discovery and the CMDB. The role is hands-on and senior, collaborating with engineering, operations, and platform leadership to shape ITOM strategy while delivering day-to-day ITOM outcomes.

The candidate will operate ITOM capabilities, perform configurations for Discovery, ensure data accuracy, and mentor team members.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• 4+ years of experience supporting enterprise infrastructure, operations, or service management platforms.
• 5+ years of hands-on experience operating ServiceNow ITOM capabilities in a production environment.

Responsibilities

• Operate and maintain ServiceNow ITOM capabilities with a focus on reliability, data accuracy, and operational effectiveness.
• Execute configuration and enhancements for Discovery, and related ITOM features.
• Partner with infrastructure and application teams to ensure ITOM data accurately reflects the production environment.
• Identify, troubleshoot, and resolve ITOM-related issues impacting discovery or service visibility.
• Administer and operate ServiceNow Discovery to ensure accurate and timely capture of infrastructure and application configuration items.
• Ensure CMDB data generated by ITOM processes is normalized, reconciled, and adheres to established governance standards.
• Perform ongoing validation and remediation of discovery results, relationships, and CI classifications.
• Act as a senior escalation resource for complex ITOM, Discovery, and CMDB operational issues.
• Provide guidance and mentoring to team members and stakeholders.
• Partner with platform leadership to provide operational feedback and recommendations that inform ITOM strategy and roadmap decisions.
• Document operational standards, procedures, and best practices related to ITOM and CMDB operations.

Skills

ServiceNow ITOM

Discovery

CMDB

ITIL processes

Troubleshooting

Mentoring

Hands-on delivery

Education

Bachelor’s degree in Computer Science or related field

Tools

ServiceNow Platform

CMDB tooling

Job description

State Street is seeking a ServiceNow ITOM Engineer to support operational execution, stability, and continuous improvement of ITOM capabilities, including Discovery and the CMDB. The role is hands-on and senior, collaborating with engineering, operations, and platform leadership to shape ITOM strategy while delivering day-to-day ITOM outcomes.

The candidate will operate ITOM capabilities, perform configurations for Discovery, ensure data accuracy, and mentor team members.