ServiceNow ITOM Engineer

State Street • Quincy, MA

20h • $70,000 - $118,750

About The Position

We are seeking a ServiceNow ITOM Engineer to support operational execution, stability, and continuous improvement of ServiceNow ITOM capabilities, including Discovery and the CMDB. This role is primarily operational in nature, with a strong emphasis on hands-on delivery, issue resolution, and platform reliability. As a senior individual contributor, this role works closely with engineering, operations, and platform leadership to provide input into ITOM strategy and vision, while being accountable for day-to-day ITOM outcomes and technical execution.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• 3+ years of experience supporting enterprise infrastructure, operations, or service management platforms.
• 4+ years of hands-on experience operating ServiceNow ITOM capabilities in a production environment.
• Strong hands-on experience with ServiceNow ITOM Discovery and the CMDB.
• Practical understanding of identification, normalization, and reconciliation concepts.
• Working knowledge of ITIL processes and operational support models.
• Strong analytical and troubleshooting skills across infrastructure and application technologies.
• ServiceNow Certified System Administrator (CSA).
• ServiceNow Certified Implementation Specialist – Discovery.
• Strong operational focus with attention to detail and follow-through.
• Ability to communicate effectively with engineering teams and leadership.
• Comfort providing guidance and mentoring based on experience rather than formal authority.
• Ability to manage multiple operational priorities in a fast-paced environment.
• Demonstrated accountability and ownership of assigned platform responsibilities.

Responsibilities

• Operate and maintain ServiceNow ITOM capabilities with a focus on reliability, data accuracy, and operational effectiveness.
• Execute configuration and enhancements for Discovery, and related ITOM features.
• Partner with infrastructure and application teams to ensure ITOM data accurately reflects the production environment.
• Identify, troubleshoot, and resolve ITOM-related issues impacting discovery or service visibility.
• Administer and operate ServiceNow Discovery to ensure accurate and timely capture of infrastructure and application configuration items.
• Ensure CMDB data generated by ITOM processes is normalized, reconciled, and adheres to established governance standards.
• Perform ongoing validation and remediation of discovery results, relationships, and CI classifications.
• Act as a senior escalation resource for complex ITOM, Discovery, and CMDB operational issues.
• Provide guidance and mentoring to team members and stakeholders.
• Partner with platform leadership to provide operational feedback and recommendations that inform ITOM strategy and roadmap decisions.
• Document operational standards, procedures, and best practices related to ITOM and CMDB operations.
• Identify operational opportunities to improve ITOM stability, data quality, and service visibility.
• Monitor ITOM performance and data health to proactively identify risks or degradation.
• Stay informed of ServiceNow ITOM platform updates and provide recommendations based on operational impact.

Benefits

• Employees are eligible to participate in State Street’s comprehensive benefits program, which includes: our retirement savings plan (401K) with company match; insurance coverage including basic life, medical, dental, vision, long-term disability, and other optional additional coverages; paid-time off including vacation, sick leave, short term disability, and family care responsibilities; access to our Employee Assistance Program; incentive compensation including eligibility for annual performance-based awards (excluding certain sales roles subject to sales incentive plans); and, eligibility for certain tax advantaged savings plans.
• For a full overview, visit https://hrportal.ehr.com/statestreet/Home.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees