ServiceNow Administrator (ServiceNow ITOM Discovery & CMDB Administration)

ServiceNow Administrator

Remote + Travel (Atlanta)

JD:

Position Overview: You will provide operational support and engineering administration for ServiceNow IT Operations Management (ITOM), with primary focus on Discovery, Service Mapping, and Configuration Management Database (CMDB) health and accuracy. The environment is cloud/SaaS-based and relies on ServiceNow for ITOM capabilities and ticketing, with a current maturity target of improving and sustaining CMDB and service mapping outcomes.

Responsibilities:

Administer and operate ServiceNow ITOM Discovery, Service Mapping, and CMDB; act as a CMDB administrator to maintain data quality and operational readiness.
Create, maintain, and continuously improve Application Service Maps in ServiceNow; streamline and automate service mapping where possible.
Support improved reporting and impact analysis using CMDB/service mapping data (e.g., relationships between configuration items (CIs), applications, and ownership/impact).
Provide operational support, including monitoring, incident response, and request fulfillment related to ServiceNow ITOM administration (note: Event Management is out of scope).
Partner with client stakeholders and technical teams to drive heavy lifting for mapping/CMDB improvements and day-to-day administration.
Support a large-scale CMDB and mapping footprint (millions of CIs and thousands of applications/service maps) and help sustain mapping maturity.
Provide coverage aligned to 24x7 needs with a standard work schedule and after-hours support as required.

Key Qualifications and skillset for this Role:

7+ years of hands-on ServiceNow administration experience, including ITOM Discovery, Service Mapping, and CMDB ownership.
Proven experience creating and maintaining Service Maps and improving/automating the mapping process.
Strong CMDB fundamentals: CI classes/relationships, data quality, governance, and operational reporting/impact analysis.
Knowledge of JIRA/Confluence administration is plus
Experience working in environments where ServiceNow is used for ticketing/operations workflows (incident/request/change) and supporting service levels.
Excellent communication and documentation skills; able to coordinate with client teams to deliver mapping/CMDB outcomes.
Bachelor s degree, preferably in Computer Science, Information Technology, Computer Engineering, or related IT discipline; or equivalent experience
Ability to travel 10%, on average, based on the work you do and the clients and industries/sectors you serve