Sr Software Engineer - ServiceNow ITOM

T-Mobile • Frisco, TX

2d

About The Position

This role is essential for designing, implementing, and deploying scalable software solutions within the ServiceNow ITOM ecosystem that support high-availability environments and drive operational maturity across T-Mobile. The position focuses on developing, enhancing, and optimizing ITOM capabilities such as Discovery, Service Mapping, CMDB integration patterns, Event Management, AIOps, and automation services—ensuring they meet business and technical requirements. It requires close collaboration with engineering and platform teams to deliver high-quality ITOM features using modern architectures including microservices, virtualization, orchestration frameworks, and data-driven decisioning. The engineer applies independent judgment to solve complex technical issues, recommends design improvements, and ensures that ITOM capabilities integrate seamlessly with enterprise infrastructure and support T-Mobile’s technology strategy. Success is measured by the ability to deliver reliable, accurate, and automated operational insights that support organizational efficiency and superior customer experience.

Requirements

• Bachelor's Degree Computer Science or Engineering (Required)
• 4-7 years - Technical engineering experience.
• Communication (Required)
• Customer Service (Required)
• Analytics (Required)
• Technical Writing (Required)

Nice To Haves

• Experience with ServiceNow Discovery, Service Mapping, Event Management, Agent Client Collector
• Strong understanding of CSDM, CMDB modeling, dependency mapping, and data normalization
• Experience developing ServiceNow integrations using APIs, MID Server architecture, scripted REST endpoints, and orchestration

Responsibilities

• Design, build, and enhance ServiceNow ITOM solutions—including Discovery patterns, Service Mapping logic, automation workflows, federations/integrations, and operational dashboards—to ensure accurate, high-quality, and scalable outcomes.
• Conduct unit, integration, and platform testing to validate ITOM functionality and maintain high standards of reliability.
• Drive architectural improvements across the ITOM stack by applying modern engineering practices, new ServiceNow capabilities, and cloud-native pattern methodologies.
• Recommend and implement enhancements that strengthen CMDB integrity, accelerate root cause analysis, and improve service health visibility.
• Partner with cross-functional groups—including ITOM, CMDB, SRE, network, cloud, and application teams—to gather requirements, deliver aligned solutions, and ensure platform adoption.
• Provide mentorship and documentation that elevates team capability in areas such as Discovery tuning, CMDB architecture, integration patterns, and operational automation.
• Support technology strategy by evaluating and applying current technologies that align with business goals
• Create clear documentation for software code, system designs, and business requirements to support knowledge sharing
• Provide additional engineering support for adjacent ServiceNow modules (e.g., CMDB, CSDM, ITAM, or ITOM submodules) and contribute to enterprise automation or operational improvements as required.

Benefits

• Employees enjoy multiple wealth-building opportunities through our annual stock grant, employee stock purchase plan, 401(k), and access to free, year-round money coaches.
• employees in regular, non-temporary roles are eligible for an annual bonus or periodic sales incentive or bonus, based on their role.
• Most Corporate employees are eligible for a year-end bonus based on company and/or individual performance and which is set at a percentage of the employee’s eligible earnings in the prior year.
• medical, dental and vision insurance, a flexible spending account, 401(k), employee stock grants, employee stock purchase plan, paid time off and up to 12 paid holidays - which total about 4 weeks for new full-time employees and about 2.5 weeks for new part-time employees annually - paid parental and family leave, family building benefits, back-up care, enhanced family support, childcare subsidy, tuition assistance, college coaching, short- and long-term disability, voluntary AD&D coverage, voluntary accident coverage, voluntary life insurance, voluntary disability insurance, and voluntary long-term care insurance.
• eligible employees can also receive mobile service & home internet discounts, pet insurance, and access to commuter and transit programs!

What This Job Offers

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