Senior ITOM Engineer

The Senior ITOM Engineer will focus on all aspects of ServiceNow Discovery & CMDB, including data maintenance, discovery process development and support, data source review, integration development, reporting, performance analytics, defect detection and remediation, and documentation. This role will also involve recurring assessment of business value, with an emphasis on delivering CMDB initiatives that unlock the biggest business benefit.

ESSENTIAL DUTIES and RESPONSIBILITIES

• Lead the design and implementation of ITOM processes and solutions using the ServiceNow platform that meets cross-functional team requirements.
• Configure and customize ServiceNow ITOM modules including Discovery, Event Management, and Service Mapping.
• Develop and maintain ITOM documentation, including technical specifications, process flows, and standard operating procedures.
• Lead requirement gathering sessions and provide technical expertise to assist in defining ITOM solutions that align with business needs.
• Troubleshoot and resolve issues related to ITOM modules, ensuring optimal system performance and availability.
• Drive discussion with internal stakeholders and external vendors to ensure smooth integration of ITOM solutions with other systems and applications.
• Stay up-to-date with industry trends and emerging technologies in the field of ITOM and IT operations to proactively suggest improvements and innovative solutions.
• Provide training and support to end-users for ITOM modules, ensuring they fully understand the capabilities and functionalities of the ServiceNow platform.

QUALIFICATIONS:

• Bachelor's Degree (BS, BS) in Mathematics, Business, Economics, Engineering, Industrial Organization, Computer Science or related technical field required. Master's Degree (MA, MS, MBA) preferred, or equivalent combination of education, training and experience.
• Experience in Configuration Management DB development, CI Discovery, and CMDB integrations with specific focus on ServiceNow CMDB (5+ years)
• Deep understanding of infrastructure hardware as a whole (e.g. end-to-end infrastructure topology, networking, full data center stacks, as well as applications and services)
• Familiarity with ServiceNow Glide system for ServiceNow development (5+ years)
• Understanding of SNMP, SSH, and WMI based discovery and authentication protocols
• Fluency in JavaScript required; proficiency with Python and PowerShell preferred (5+ years)
• Knowledge with various configuration management agent types (5+ years)
• Business analytics experience in lifecycle, or other disciplines focused on data quality and integrity
• Strong familiarity with relational database concepts
• Hands-on experience in troubleshooting ServiceNow Discovery, CMDB, and IT Asset Management database structures, data management, and process enhancements
• Knowledge of ITIL fundamentals

ADDITIONAL REQUIREMENTS

• Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures or governmental regulations. Ability to write routine reports and correspondence. Ability to effectively present information to management and before groups.
• Ability to apply principles of logical or scientific thinking to a wide range of intellectual and practical problems.
• Advanced competency in Windows operating environment using MS Office applications, e-mail and internet programs.
• Ability to define problems, collect data, establish facts and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

PHYSICAL DEMANDS

While performing the duties of this job, the employee is regularly required to talk or hear.  The employee frequently is required to stand, walk, sit and use hands to perform routine office tasks.  The employee is occasionally required to reach with hands and arms.  The employee must occasionally lift and/or move up to 15 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The NYISO takes pride in recruiting, developing and retaining highly talented individuals. In addition to competitive salaries, we offer a comprehensive benefits package and innovative reward programs.

The NYISO offers the flexibility to work both in the office and remotely, providing our employees with an enhanced work life balance. While the majority of the responsibilities of this role can be performed remotely, in most cases, employees will have periodic on-site requirements based on business needs.

All offers of employment will be made contingent upon the successful completion of a drug screening and background check.

The NYISO is an Equal Opportunity Employer and as such, does not discriminate in its hiring or employment practices.