ServiceNow ITOM Lead

Corporation Service Company; Wilmington (DE); Hybrid; USD 140,000 - 230,000; Full time

Benefits offered by this job

Hybrid work options

Success sharing bonuses

Job summary

CSC (Corporation Service Company) is seeking a seasoned ITOM practitioner to own and advance the ITOM domain, including Discovery, CMDB, CSDM, Service Mapping, Event Management, and Operational Intelligence. You will mentor a distributed team, partner with stakeholders, and deliver measurable value across the organization.

You will lead strategic planning, solution architecture, and governance, while driving modernization through patterns, probes, and AIOps.

Qualifications

• Bachelor’s degree in computer science, Information Systems, or a related technical field (required).
• 10+ years of IT infrastructure, operations, or platform engineering experience.
• 7+ years of hands-on ServiceNow experience, with at least 4 years focused on ITOM.

Responsibilities

• Strategic planning: develop and execute ITOM strategic roadmap.
• Solution architecture: design scalable ITOM solutions and approve team designs.
• CSDM/CMDB ownership: lead design, governance, and health; authoritative source of truth.
• Pattern & probe development: build and maintain Discovery patterns and Service Mapping rules.
• Event Management & AIOps: oversee configurations; drive correlation and alert noise reduction.
• Code quality & governance: enforce coding standards and peer-review processes.
• Project oversight: manage end-to-end ITOM projects from requirements to deployment.
• Stakeholder engagement: translate requirements into durable ServiceNow solutions.
• Reporting & analytics: build KPI dashboards and executive-ready analytics.
• ROI & value management: articulate ITOM value and track ROI milestones.
• Continuous improvement: stay current with ITOM roadmap releases and industry trends.
• People leadership: mentor and develop a distributed team.

Skills

ITOM

Discovery

CMDB

Service Mapping

Leadership

Stakeholder engagement

Roadmap planning

Mentoring

Pattern development

AIOps

Education

Bachelor’s degree in computer science or Information Systems

Master’s degree or MBA (preferred)

Tools

ServiceNow

Job description

We are looking for a seasoned ServiceNow ITOM practitioner who brings deep technical expertise and the leadership acumen to drive our ITOM strategy forward. You will own the full ITOM domain Discovery, CMDB, CSDM, Service Mapping, Event Management, and Operational Intelligence while mentoring a team of developers and administrators distributed geographically, partnering with business stakeholders, and delivering measurable value across the organization.

Some of the things you will be doing:

Strategic Planning:Develop and execute the ITOM strategic roadmap, aligning Discovery, CMDB, Service Mapping, Event Management, Operational Intelligence, and Orchestration with IT and business objectives.

Solution Architecture:Architect and deliver robust, scalable, and secure ITOM solutions; review and approve all ITOM design decisions made by the team.

CSDM/CMDB Ownership & Health:Lead CMDB design, governance, and ongoing health including CSDM adherence, normalization rules, data integrity, and reconciliation. Own the authoritative source of truth for IT infrastructure and services.

Pattern & Probe Development:Develop and maintain custom Discovery patterns, probes, sensors, and Service Mapping rules; provide hands-on guidance and quality review for the team.

Event Management & AIOps:Oversee Event Management and Operational Intelligence configurations; drive correlation rules, alert noise reduction, and actionable insight delivery to operations teams.

Code Quality & Governance:Define and enforce coding standards, peer-review processes, and governance policies for all ITOM development, scripting, and configuration.

Project Oversight:Manage the full ITOM project lifecycle — from requirements and design through deployment, UAT, and post-implementation support — delivering on time and on budget.

Stakeholder Engagement:Translate stakeholder requirements into durable ServiceNow solutions; act as the primary ITOM liaison for infrastructure, operations, security, and business teams.

Reporting & Analytics:Build and maintain KPI dashboards, operational reporting, and executive-ready analytics that surface trends, risks, and ROI across the ITOM estate.

ROI & Value Management:Articulate ITOM value, manage to defined ROI milestones, and communicate successes, risks, and opportunities to senior leadership.

Continuous Improvement:Stay current with ServiceNow ITOM roadmap releases, platform updates, and industry trends; champion adoption of features that deliver measurable value.

People Leadership:Lead, mentor, and develop a team of ITOM developers and administrators; support resourcing, performance management, and professional growth.

What technical skills, experience and qualifications do you need?

Bachelor’s degree in computer science, Information Systems, or a related technical field (required).

Master's degree or MBA (preferred).

10+ years of IT infrastructure, operations, or platform engineering experience.

7+ years of hands-on ServiceNow experience, with at least 4 years focused on ITOM (Discovery, CMDB, Service Mapping, Event Management, Operational Intelligence, and/or Orchestration).

3+ years in a technical lead, architect, or team lead capacity on ServiceNow implementations.

Demonstrated experience architecting and delivering enterprise-grade ITOM solutions in complex, multi-cloud or hybrid environments.

Proven track record managing ServiceNow platform upgrades, instance strategy, and cross-module governance.

Deep expertise in ServiceNow ITOM: Discovery (agentless and MID Server-based), CMDB/CSDM, Service Mapping, Event Management, Operational Intelligence, and Orchestration.

Experience with ITSM modules (Incident, Problem, Change, CMDB) and working knowledge of adjacent modules: SPM, SAM/HAM.

Familiarity with ServiceNow DevOps / CI-CD practices: ATF, deployment pipelines, branching strategies, and instance cloning.

Knowledge of cloud platforms (AWS, Azure, GCP) and infrastructure-as-code tools relevant to ITOM discovery and mapping.

Proficiency with ITIL v4 principles; hands-on ITSM process design experience preferred.

Preferred Qualifications:

ServiceNow Certified Implementation Specialist - ITOM (CIS-ITOM) - strongly preferred.

ServiceNow Certified System Administrator (CSA).

ServiceNow Certified Application Developer (CAD) or additional CIS certifications (ITSM, SecOps, HR, SPM).

ITIL v4 Foundation or higher.

Experience in a Managed Service Provider (MSP) environment or managing vendor / offshore delivery teams.

Familiarity with financial services, insurance, or regulated-industry IT compliance requirements.

Experience presenting platform strategy to C-suite or board-level audiences.

About Us

CSC is a global business, legal, and financial services company based in Wilmington, Delaware, USA, providing knowledge-based solutions to clients worldwide. We have offices and capabilities in over 140 jurisdictions in the Americas, Europe, Asia Pacific, and the Middle East, and more than 8,000 colleagues. We are the business behind business.

Visit our careers site to learn more about CSC and our commitment to our clients, communities, and each other.

CSC is committed to creating a feeling of belonging through a diverse and growth-oriented environment where everyone is valued.

CSC colleagues have global career opportunities and excellent benefits, including annual success-sharing bonuses or commission plans based on individual performance. To learn more, visit cscglobal.com/service/careers .

We offer a range of support to colleagues with disabilities, ensuring people have the necessary resources to thrive in their roles. We encourage candidates to work closely with our talent acquisition partners to convey their specific needs. Our commitment to accessibility reflects our broader dedication to diversity and belonging,

CSC only accepts resumes from employment agencies that are part of our approved supplier program. Resumes submitted from other agencies either to talent acquisition, our hiring leaders, employees, or through any other mechanism other than our supplier process, will not be eligible to claim related fees and the submitted resumes will be considered property of CSC.

We encourage candidates to apply directly to our website and not through third-party sources.

Disclaimer: The information above describes the general nature and level of work performed by employees in this role. It is not intended to describe all duties, responsibilities, and qualifications.

Why Work with CSC?

At CSC, we're always looking ahead, finding ways to innovate, challenge the status quo, and anticipate the needs of our clients. We exceed expectations by adapting client ambitions and goals as our own. This Fierce Client Spirit has helped us adapt and create solutions that have enabled businesses to run smoother and smarter for more than 125 years. It's also the reason we're the trusted partner of many of the world's most successful organizations.

CSC is committed to attracting, developing, and retaining talented people whose values align with ours. We empower our colleagues to bring the right solutions to market to meet client demand. That's why we are the leading provider of business administration and compliance solutions.

• CSC is a great place to work with smart and dedicated people.
• We have won several employer recognition awards, including Top Workplace USA, Great Places to Work India, and Built In’s Best Places to Work.
• We offer fulfilling work and career opportunities. Most positions are filled with internal moves and employee referrals.
• Employees are eligible for Success Sharing, bonuses, or commission plans based on role and individual performance.
• CSC offers a competitive and comprehensive benefits package that includes annual leave, tuition reimbursement, referral bonuses, and more.
• As business needs allow, CSC offers hybrid or remote work schedules in alignment with local regulations. Specific details for this position will be discussed during the interview process.

Job Info

• Job Identification 16669
• Job Category Technology
• Posting Date 07/22/2026, 11:43 PM
• Job Schedule Full time