Job Details

Position Summary

As a ServiceNow ITOM (IT Operations Management) Engineer, you will be responsible for the design, development, implementation, and maintenance of ServiceNow ITOM solutions. You will work closely with cross-functional teams to ensure the effective integration of IT Operations Management processes and tools within the organization's infrastructure. Your expertise will be crucial in optimizing IT operations, enhancing service delivery, and improving overall business performance. Reporting to the Lead IT Director this role will liaise with technology teams, process owners and counterparts to define, execute and manage application sustainment, enhancement, and/or new development in the ITOM space.

Primary Duties and Responsibilities:

- Design, develop, and implement ServiceNow ITOM solutions based on business requirements and industry best practices.

- Collaborate with stakeholders to gather requirements, define project scope, and establish project timelines.

- Configure and customize ServiceNow ITOM modules such as Discovery, Service Mapping, Event Management, and Cloud Management.

- Integrate ServiceNow ITOM with other ITSM (IT Service Management) modules and third-party tools to streamline processes and improve efficiency.

- Troubleshoot and resolve technical issues related to ServiceNow ITOM functionality and integrations.

- Provide technical expertise and guidance to junior team members and other IT stakeholders.

- Conduct regular system maintenance, performance monitoring, and optimization to ensure the stability and reliability of ServiceNow ITOM solutions.

- Stay updated on emerging trends and technologies in IT Operations Management and ServiceNow platform to drive continuous improvement initiatives.

Required Skills:

- 5+ years of hands on experience in delivering ITOM tools and processes.

- 4+ years of experience with configuration management, managing the CMDB, Discovery, Event Management & Service Mapping in the ServiceNow platform.

Preferred Skills:

- Proficiency in ServiceNow ITOM modules including Discovery, Service Mapping, Event Management, and Cloud Management.

- Experience designing and developing integrations between ServiceNow and third-party systems (Akamai, CSC), cloud (Azure, AWS, GCP APIs), including use of ServiceNow's Integration Hub, and/or custom APIs.

- Experience with ServiceNow Flow Designer for process automation.

- Experience in UI Scripting, UI Action UI Policy, UI Macro, Business Rules, Workflow development, client-side/server-side scripts.

- Strong understanding of IT infrastructure components such as servers, networks, databases, and applications.

- Familiarity with Service Graph connectors and integrating with observability tools such as App Dynamics is a plus.

- Experience in customizing and configuring ServiceNow platform components using JavaScript, Glide API, and ServiceNow Studio.

- Ability to analyze complex technical requirements and translate them into scalable ServiceNow ITOM solutions.

- Experience with improving Discovery performance and coverage and building effective dashboards for senior leaders, service owners and executives to show accurate and up to date results of our CMDB health.
- Ability to analyze existing CIs, their relationships with other CIs, and effectively map them for the success of ITSM processes like Incident, Change, and Problem, Application Portfolio, and Security Vulnerability management.
- Hands-on MID-server configuration experience and architecture understanding.
- Understanding of ServiceNow CSDM 3.0/4.0 Model.
- Experience working in a SAFe/Agile team.
- Proven ability to work in a fast-paced and dynamic delivery environment with versatility to manage multiple projects, priorities, and urgent issues successfully and simultaneously.
- Excellent problem-solving skills with a proactive approach to identifying and resolving issues.

- Effective communication skills with the ability to collaborate with cross-functional teams and stakeholders.

- Demonstrated experience in implementing ITOM solutions in enterprise environments.

- Knowledge of ITIL (Information Technology Infrastructure Library) framework and ITSM best practices.

- Familiarity with scripting languages such as PowerShell, Python, or Bash.

- Experience with IT monitoring tools such as Nagios, Zabbix, or SolarWinds.

- ServiceNow certifications related to ITOM and ITSM are a plus.

- ServiceNow Certified Implementation Specialist (CIS) - IT Operations Management certification.

These certifications are a plus:

- Service Mapping Practitioner certification
- CMDB Practitioner certification
- Discovery Practitioner
- Experience as a Configuration Management process owner
- Experienced with the application functions available in the ITOM Pro package

Education:

- Bachelor's degree or, equivalent experience (HS diploma + 4 years relevant experience)

Business Overview:

Bring your heart to CVS Health Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important as what we deliver. Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable. We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an affirmative action employer, and is an equal opportunity employer, as are the physician-owned businesses for which CVS Health provides management services. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities.