Senior Solutions Engineer - CMDB Discovery Specialist

M&T Bank • Buffalo, NY

6d

About The Position

Serves as an advanced technologist within ServiceNow Configuration Management Database (CMDB), diagnosing and isolating incidents, developing technical documentation, and coordinating with CMDB stakeholders to ensure configuration data accuracy. The role manages day-to-day Configuration Management (CM) activities, operational queues, compliance, audits, communications, project participation, and service improvement. It also mentors CM specialists and helps guide the organization on CM services, concepts, policies, and procedures.

The position administers and maintains ServiceNow Discovery infrastructure, including Discovery Schedules, MID Servers, Discovery Patterns, credentials, and Cloud Discovery. It expands discovery coverage across infrastructure and application resources, monitors performance, troubleshoots failures, and leads Service Mapping initiatives. The role works with infrastructure and application teams to validate discovered relationships and maintains CMDB health, integrity, governance compliance, and health KPIs.

The successful candidate develops a thorough understanding of relevant technology, functions, processes, and operations; remains current on business and market trends; follows company risk and regulatory standards; escalates risk-related issues; supports diversity; and maintains internal control standards. Other related duties may be assigned. The position is located in Buffalo, New York. The stated annual pay range is $97,100 to $161,800 USD.

Requirements

• Combined minimum of 6 years of higher education and/or work experience in systems design, management, and/or architecture.
• Minimum 6 years of professional experience in a technical engineering position involving infrastructure design technologies, data management and interchange, process design, and/or development for complex applications.
• Ability to translate complex business and functional requirements into structured, high-quality implementations using industry-standard approaches.
• Advanced technical and analytical skills.
• Advanced problem-solving and troubleshooting skills.
• Advanced knowledge and expertise in industry and/or vendor technologies.
• Ability to solicit, gather, document, and analyze system specifications and requirements.
• Ability to work independently and collaboratively in a team environment.
• Ability to use effective facilitation skills and techniques to elicit and review requirements from diverse stakeholders and group sizes.
• Understanding of how supported technologies interact with other systems and services.
• Excellent written and verbal communication skills.
• Effective influencing skills.
• Process-oriented, adaptable, and a logical thinker.
• Strong knowledge of server/client and virtual technologies.
• Ability to learn quickly in a fast-paced environment.

Nice To Haves

• Bachelor’s degree in Computer Science or Computer Engineering.
• Knowledge of JavaScript and/or Python.
• ServiceNow Configuration Management experience.
• ServiceNow HAM, SAM, ITSM, ITIL, and Discovery experience.

Responsibilities

• Manage day-to-day Configuration Management process activities, including priorities and work assignments.
• Manage CM operational incident and request queues and ensure service level agreements are met.
• Track compliance with policies and procedures and resolve or escalate non-compliance issues.
• Facilitate and perform CM audits as needed.
• Engage business and IT management to encourage Configuration Management efforts and communicate their value.
• Engage with strategic projects to ensure configuration management delivers required CMS functionality within project timeframes.
• Mentor the organization on CM services, concepts, policies, and procedures, and help direct configuration management specialists.
• Participate in the configuration control board (CCB) and enact changes as directed.
• Provide requirements, use cases, and user stories to support new or improved CMS functionality.
• Review and approve requests for administrator log-on credentials and access rights to CMS infrastructure.
• Oversee the design, coding, and testing of reports as needed.
• Collect and report metrics as required.
• Identify service improvement opportunities.
• Administer and maintain ServiceNow Discovery infrastructure, including schedules, MID Servers, patterns, credentials, and Cloud Discovery.
• Expand Discovery coverage across servers, network devices, databases, cloud resources, containers, and applications.
• Monitor Discovery performance and troubleshoot failures.
• Lead Service Mapping initiatives to improve business service visibility and impact analysis.
• Collaborate with infrastructure and application teams to validate discovered relationships.
• Maintain CMDB health, integrity, and compliance with enterprise governance standards.
• Monitor and improve CMDB Health KPIs, including completeness, correctness, and compliance.
• Understand relevant technology, functions, processes, and operations; remain current on business and market trends.
• Adhere to company risk and regulatory standards, policies, and controls, and escalate risk-related issues as needed.
• Promote an environment that supports diversity and reflects the M&T Bank brand.
• Maintain internal control standards, including timely implementation of internal and external audit points and applicable issues raised by external regulators.
• Complete other related duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed