Senior Engineer, Configuration Management Database

PTC-posted 2 months ago
$90,000 - $120,000/Yr
Full-time • Mid Level
Boston, MA
5,001-10,000 employees
Publishing Industries
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Our world is transforming, and PTC is leading the way. Our software brings the physical and digital worlds together, enabling companies to improve operations, create better products, and empower people in all aspects of their business. Our people make all the difference in our success. Today, we are a global team of nearly 7,000 and our main objective is to create opportunities for our team members to explore, learn, and grow - all while seeing their ideas come to life and celebrating the differences that make us who we are and the work we do possible. Boston, MA - Hybrid, 3 days per week onsite. Reporting to the Infrastructure Technology team, the Senior Engineer, Configuration Management Database and Service Mapping will be responsible for the analysis, development, modification, installation, testing and maintenance of ServiceNow ITOM platform focused on CMDB, Discovery and Service Mapping. The senior engineer ensures that the Configuration Management Database is constantly available and contains the required information and service mapping. This includes the planning and executing of the population of the CMDB through Discovery or integrations, managing the CMDB and service maps.

  • Ensures that standardized methods and procedures are used for identifying, recording, maintaining, reporting on, and verifying IT asset configurations and associated documentation.
  • Implementing and maintaining different Service Mapping approaches (Tag-Based, Top Down, Machine Learning).
  • Plans the population of the CMDB; manages the CMDB, central libraries, tools, common codes, and data; ensures CMDB data is current and accurate.
  • Designs, develop, and maintain the Common Service Data Model (CSDM) within the ServiceNow platform to standardize service data, align with business needs, and enable better IT and business operations.
  • Owns the process by which relationships are created and updated in the CMDB, such as key IT and business services and applications to servers and databases. Ensures integration into the Incident, Change, and Problem management processes.
  • Understands best practices and determines optimized procedures for updating CI data including the use of automated processes, discovery tools/integrations with other data sources, and manual input processes, as necessary.
  • Defines and discerns key aspects of problems that require analysis and research within ServiceNow and develops an integrated solution within a broad technical and business context of significant or strategic impact to the enterprise.
  • Performs other duties as required.
  • Bachelor's degree in computer science, Information Systems or the equivalent combination of education, training, or work experience.
  • Understanding of ITSM best-practice processes, with Configuration Management and Asset Management experience (Software Asset Management is a plus).
  • Hands-on experience with industry-standard Change, Configuration and Asset Management system tools, preferably within the ServiceNow environment.
  • Experience with an environmental discovery tool (i.e. ServiceNow, BigFix, etc.) highly desired.
  • Familiarity of ServiceNow's Common Services Data Model (CSDM).
  • Understanding of ITIL processes and principles desired.
  • Data Normalization import/export experience desired.
  • 3 - 5 years in an IT Infrastructure support function.
  • Familiarity with integration technologies like RESTful APIs, JSON, and XML highly desired.
  • Demonstrable planning and organizational skills.
  • Excellent verbal and written communication skills.
  • Analytical, decision-making, and problem-solving skills.
  • Must be able to multitask in a fast-paced environment with focus on timeliness, documentation, and communications with peers and business users alike.
  • Medical, dental and vision insurance.
  • Paid time off and sick leave policies.
  • Tuition reimbursement.
  • 401(k) contributions and employer match.
  • Flexible spending accounts.
  • Life insurance.
  • Disability coverage.
  • Generous commuter subsidy.
  • Discretionary bonus.
  • Employee share purchase program allowing employees to purchase discounted PTC stock and, for eligible roles, an equity grant.
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