Sr. ServiceNow Developer (ITOM)

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The Sr. ServiceNow Developer (ITOM focus) provides senior level technical leadership for the ServiceNow platform with deep expertise in IT Operations Management (ITOM) and Hardware Asset Management (HAM). This role is responsible for designing implementing optimizing and sustaining ITOM capabilities that improve infrastructure visibility CMDB accuracy operational reliability and incident response effectiveness across the enterprise.

As a recognized subject matter expert this position partners closely with infrastructure cloud security and operations teams to ensure ServiceNow ITOM capabilities are aligned with enterprise monitoring automation and governance strategies. The role also serves as a mentor and technical leader driving platform maturity operational excellence and continuous improvement.

RESPONSIBILITIES:

• Lead the design implementation and ongoing support of ServiceNow ITOM and HAM capabilities including Discovery Service Mapping Event Management Health Log Analytics Cloud Discovery and CMDB to enhance infrastructure visibility and operational reliability.
• Own and drive improvements to CMDB health ensuring accurate configuration data through effective normalization reconciliation lifecycle governance across discovered infrastructure and hardware assets and alignment with CSDM.
• Develop and maintain enterprise discovery and service mapping strategies that support impact analysis operational decision-making and service reliability.
• Design and support integrations and automation using MID Servers IntegrationHub REST/SOAP APIs and event ingestion frameworks to enrich ITOM data and streamline operational workflows.
• Leverage ITOM data to reduce alert noise improve root cause analysis and accelerate incident detection and resolution contributing to measurable improvements in system availability and operational performance.
• Define and oversee testing and validation standards for ITOM HAM and CMDB related enhancements and integrations.
• Provide technical leadership for ServiceNow platform lifecycle activities including upgrades patching release validation and technical debt reduction related to ITOM and HAM capabilities.
• Partner with infrastructure cloud network security and operations teams to align ServiceNow ITOM capabilities with enterprise monitoring incident problem and change management processes.
• Serve as a senior technical consultant on ServiceNow architecture systems integration and advanced automation technologies.
• Act as a technical mentor and subject matter expert guiding Technical Application Specialists at all levels on platform best practices design standards and operational support.
• Lead mentor and develop team members fostering a culture of operational excellence accountability and continuous improvement.
• Diagnose and resolve complex cross platform issues spanning applications integrations and middleware environments.
• Provide 24x7 Tier 3 production support for mission critical systems ensuring high availability stability and operational resilience.
• Ensure compliance with platform governance security standards and internal controls.
• Perform other related duties as required.

What Success Looks Like:

• Improved CMDB accuracy discovery coverage and service mapping reliability
• Reduced incident impact mean time to resolution (MTTR) and alert noise
• Increased automation and operational efficiency across IT operations
• Stable scalable and well governed ServiceNow ITOM and HAM capabilities

Preferred Qualifications:

• ServiceNow certifications such as CSA CAD CIS-Discovery CIS-Service Mapping ITOM Implementation Specialist or HAM Implementation Specialist
• Experience working in large-scale or regulated enterprise environments
• ServiceNow Enterprise Architecture experience a bonus
• Service Mapping and Event Monitoring experience are crucial skills for this role

MINIMUM QUALIFICATIONS:

• Bachelors degree from a recognized college or university with major course work in computer science Information Technology engineering or equivalent related experience.
• A minimum of 7 years of progressive experience in application systems/administration OR 9 years experience without a degree.
• Prefer proficiency in at least two computer languages used currently in production.
• Must be able to lead problem solving efforts when mission critical systems are interrupted.

Emory is an equal opportunity employer and qualified applicants will receive consideration for employment without regard to race color religion sex national origin disability protected veteran status or other characteristics protected by state or federal law.

Emory Healthcare is committed to providing reasonable accommodations to qualified individuals with disabilities upon request. Please contact Emory Healthcares Human Resources at . Please note that one weeks advance notice is preferred.