Senior Engineer, IT System Operations

Work with a Top 20 CPA and advisory firm that Accounts for Anything.

• Design, build, and maintain the CMDB in alignment with the Service Now Common Service Data Model (CSDM), including CI classes, attributes, and relationships.
• Establish and enforce CMDB governance — data ownership, CI lifecycle states, naming conventions, and CMDB health policies covering completeness, correctness, and compliance.
• Monitor CMDB health through dashboards and KPIs; identify and remediate duplicate, orphaned, stale, and misclassified configuration items.
• Configure and maintain Service Now Discovery, MID Servers, and Service Graph Connectors to automatically populate and update configuration items.
• Build and manage integrations that ingest and reconcile asset and configuration data from sources such as Microsoft Intune, Sentinel One, and Dynatrace into the CMDB.
• Administer the Identification and Reconciliation Engine (IRE), reconciliation rules, data source precedence, and transform maps to prevent data conflicts and preserve data integrity.
• Own the hardware and software asset lifecycle — from request and procurement through deployment, maintenance, and retirement or disposal.
• Administer Hardware Asset Management (HAM) and Software Asset Management (SAM Pro), including software models, license entitlements, allocation, reclamation, and license compliance.
• Manage contracts, warranties, purchase orders, and vendor/publisher data; track asset costs and support software true-ups, renewals, and audits.
• Define and operate reconciliation processes across endpoint management, security, and observability platforms to maintain a single source of truth as data transitions from Solar Winds to Service Now.
• Develop data normalization routines, audit checks, and exception handling; measure, report, and continuously improve data quality metrics.
• Partner with Incident, Problem, and Change Management to ensure CI relationships accurately support impact analysis, blast-radius assessment, and change risk evaluation.
• Support service mapping and the definition of business services, application services, and their dependencies.
• Build reports, dashboards, and Performance Analytics to surface CMDB health, asset compliance, and lifecycle KPIs for IT leadership and stakeholders.
• Ensure configuration and asset practices align with Aprio's IT Asset Management Standard and applicable security and compliance requirements (e.g., SOC
  2).
• Provide accurate, timely asset and CI data to support audits, risk management, and security operations.
• Document standard operating procedures, runbooks, and governance standards, and contribute to the ongoing maturity of the ITSM program.

• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent professional experience.
• 3-5+ years of IT experience, with at least 2-3 years focused on Service Now CMDB and/or IT Asset Management.
• Hands-on experience with the Service Now CMDB, CSDM, Discovery, and the Identification and Reconciliation Engine (IRE).
• Working knowledge of ITAM disciplines (HAM and SAM), software licensing models, and end-to-end asset lifecycle management.
• Experience integrating third-party data sources into Service Now using REST/SOAP, Integration Hub, MID Servers, and import sets/transform maps.
• Solid understanding of ITIL / ITSM processes — Incident, Problem, Change, and Configuration Management.
• Strong data analysis skills, attention to detail, and a demonstrated commitment to data quality.
• Service Now certifications: CIS
  - Discovery, CIS
  - Hardware Asset Management, CIS
  - Software Asset Management, Certified System Administrator (CSA), or Certified Application Developer (CAD).
• Experience migrating from another ITSM platform (e.g., Solar Winds Service Desk) to Service Now.
• Familiarity with endpoint, security, and observability tooling such as Microsoft Intune, Sentinel One, and Dynatrace.
• Experience working in a regulated or professional services environment.
• Service Now: CMDB, CSDM, Discovery, IRE, ITOM, HAM, SAM Pro, Flow Designer / Integration Hub, Performance Analytics.
• Integration & Data: REST/SOAP APIs, MID Server, import sets, transform maps, SQL, data normalization.
• Analytical thinking and structured problem-solving.
• Meticulous attention to detail and data accuracy.
• Clear written and verbal communication with technical and non-technical audiences.
• Strong cross-functional collaboration across IT operations, security, and service management teams.
• Ownership, accountability, and a continuous-improvement mindset.