ITSM Engineer

We are looking for a ITSM Engineer for a client based in USA.

We are looking for someone who can work USA Central Time Zone (Night Shifts)

This a immediate need.

ITSM Engineer

Job Description

As a ITSM Engineer will be instrumental in building and maintaining the data backbone that supports our IT Service Management (ITSM), Event Management, and automation strategies. You will architect, implement, and govern the Configuration Management Database (CMDB) and Common Service Data Model (CSDM) within ServiceNow, ensuring these platforms enable operational excellence and digital transformation. Your work will include developing roadmaps for data architecture evolution, integrating event management capabilities, and maximizing the value of ServiceNow across the enterprise.

How Does a ITSM Engineer Work?

• Develop and maintain a clear roadmap for CMDB and CSDM maturity, aligning with Corteva's ITSM and Event Management objectives and leveraging ServiceNow's evolving capabilities.
• Structure and optimize the CMDB/CSDM to support advanced Event Management, including event correlation, automated incident response, and proactive impact analysis.
• Serve as the subject matter expert for ServiceNow CMDB, CSDM, and Event Management modules, ensuring optimal configuration, integration, and utilization.
• Partners with ITSM process owners, ServiceNow platform teams, and business stakeholders to ensure data models and event management processes meet organizational needs.
• Regularly assess and enhance ServiceNow-based data structures, integrations, and event management processes to adapt to changing business and technology landscapes.

What Are the Skills and Behaviors of a Successful ITSM Engineer?

• Demonstrates advanced proficiency in configuring, customizing, and integrating ServiceNow CMDB, CSDM, and Event Management modules.
• Understands the critical role of accurate data in enabling effective event correlation, impact analysis, and automated response within ServiceNow.
• Proactively develops and communicates roadmaps for CMDB, CSDM, and event management evolution.
• Apply strong analytical skills to troubleshoot complex data and event management challenges.
• Works effectively across teams, driving consensus and adoption of ServiceNow best practices and roadmaps.
• Stays current with ServiceNow releases, industry trends, and event management innovations.

Primary Responsibilities

• Design, implement, and maintain a robust CMDB and CSDM framework within ServiceNow, supporting ITSM and Event Management needs.
• Structure and populate the CMDB/CSDM to enable advanced Event Management, including event correlation, impact analysis, and automation within ServiceNow.
• Create and maintain a strategic roadmap for the ongoing evolution of CMDB, CSDM, and event management capabilities in ServiceNow.
• Configure and customize ServiceNow modules; lead the integration of automated discovery tools and external data sources.
• Establish and enforce data quality standards, validation rules, and governance processes to maintain data integrity and compliance.
• Facilitate workshops, requirements sessions, and design reviews to gather input, drive consensus, and promote adoption of ServiceNow-based solutions.
• Develop comprehensive documentation and deliver training to ensure consistent use and understanding of CMDB, CSDM, and event management structures.

Position Requirements & Critical Experience – What You Will Bring

• 7+ years of hands-on experience with ServiceNow CMDB, CSDM, and Event Management modules, including configuration, customization, and integration.
• Proven ability to enable and optimize event management processes using ServiceNow and integrated discovery/monitoring tools.
• Experience developing and executing roadmaps for data architecture and event management maturity.
• Demonstrated success in designing, implementing, and governing large-scale CMDB solutions.
• Deep understanding of ITIL v3/v4, especially Configuration Management, Event Management, and Service Asset & Configuration Management (SACM).
• Proven ability to integrate discovery tools, monitoring platforms, and external data sources with ServiceNow.
• Advanced skills in troubleshooting data and event management issues.
• Exceptional interpersonal and communication skills, with experience working across technical and business teams.
• Experience leading or contributing to cross-functional projects from requirements gathering through implementation and change management.

Other Preferred Qualifications

• ServiceNow Certified System Administrator (CSA), Certified Implementation Specialist (CIS) in CMDB, CSDM, or Event Management; ITIL, Agile, or PMP certifications.
• Familiarity with ServiceNow Discovery, Service Mapping, and IT Operations Management modules.
• Experience in large, regulated, or complex organizational environments.
• Understanding of Agile or DevOps methodologies and their application to ITSM, data architecture, and event management.