ITSM Engineer

We are looking for a ITSM Engineer for a client based in USA.

We are looking for someone who can work USA Central Time Zone (Night Shifts)

This a immediate need.

ITSM Engineer

ITSM Engineer

How Does a ITSM Engineer Work?

• Develop and maintain a clear roadmap for CMDB and CSDM maturity, aligning with Corteva’s ITSM and Event Management objectives and leveraging ServiceNow’s evolving capabilities.
• Structure and optimize the CMDB/CSDM to support advanced Event Management, including event correlation, automated incident response, and proactive impact analysis.
• Serve as the subject matter expert for ServiceNow CMDB, CSDM, and Event Management modules, ensuring optimal configuration, integration, and utilization.
• Partners with ITSM process owners, ServiceNow platform teams, and business stakeholders to ensure data models and event management processes meet organizational needs.
• Regularly assess and enhance ServiceNow-based data structures, integrations, and event management processes to adapt to changing business and technology landscapes.

What Are the Skills and Behaviors of a Successful ITSM Engineer?

• Demonstrates advanced proficiency in configuring, customizing, and integrating ServiceNow CMDB, CSDM, and Event Management modules.
• Understands the critical role of accurate data in enabling effective event correlation, impact analysis, and automated response within ServiceNow.
• Proactively develops and communicates roadmaps for CMDB, CSDM, and event management evolution.
• Apply strong analytical skills to troubleshoot complex data and event management challenges.
• Works effectively across teams, driving consensus and adoption of ServiceNow best practices and roadmaps.
• Stays current with ServiceNow releases, industry trends, and event management innovations.

Primary Responsibilities

• Design, implement, and maintain a robust CMDB and CSDM framework within ServiceNow, supporting ITSM and Event Management needs.
• Structure and populate the CMDB/CSDM to enable advanced Event Management, including event correlation, impact analysis, and automation within ServiceNow.
• Create and maintain a strategic roadmap for the ongoing evolution of CMDB, CSDM, and event management capabilities in ServiceNow.
• Configure and customize ServiceNow modules; lead the integration of automated discovery tools and external data sources.
• Establish and enforce data quality standards, validation rules, and governance processes to maintain data integrity and compliance.
• Facilitate workshops, requirements sessions, and design reviews to gather input, drive consensus, and promote adoption of ServiceNow-based solutions.
• Develop comprehensive documentation and deliver training to ensure consistent use and understanding of CMDB, CSDM, and event management structures.

Position Requirements & Critical Experience – What You Will Bring

• 7+ years of hands-on experience with ServiceNow CMDB, CSDM, and Event Management modules, including configuration, customization, and integration.
• Proven ability to enable and optimize event management processes using ServiceNow and integrated discovery/monitoring tools.
• Experience developing and executing roadmaps for data architecture and event management maturity.
• Demonstrated success in designing, implementing, and governing large-scale CMDB solutions.
• Deep understanding of ITIL v3/v4, especially Configuration Management, Event Management, and Service Asset & Configuration Management (SACM).
• Proven ability to integrate discovery tools, monitoring platforms, and external data sources with ServiceNow.
• Advanced skills in troubleshooting data and event management issues.
• Exceptional interpersonal and communication skills, with experience working across technical and business teams.
• Experience leading or contributing to cross-functional projects from requirements gathering through implementation and change management.

Other Preferred Qualifications

• ServiceNow Certified System Administrator (CSA), Certified Implementation Specialist (CIS) in CMDB, CSDM, or Event Management; ITIL, Agile, or PMP certifications.
• Familiarity with ServiceNow Discovery, Service Mapping, and IT Operations Management modules.
• Experience in large, regulated, or complex organizational environments.
• Understanding of Agile or DevOps methodologies and their application to ITSM, data architecture, and event management.