IT Specialist, Sr

Job Title: IT Specialist, Sr.

Location: New Orleans, Louisiana, United States

Work Place Flexibility: Hybrid

Legal Entity: Entergy Services, LLC

Primary

Location:

Louisiana - New Orleans

Travel Percentage: Up to 25%

The Service Now Discovery Administrator is responsible for the design, configuration, operation, and continuous improvement of Service Now Discovery and related ITOM capabilities within the enterprise Service Now platform. This role is expected to effectively use AI to maintain the health and accuracy of the Configuration Management Database (CMDB) by ensuring that Discovery processes reliably identify, classify, and reconcile configuration items (CIs) across on‑premises and cloud infrastructure environments.

The Discovery Administrator collaborates with infrastructure, security, and IT service management teams to align CMDB data to the Common Service Data Model (CSDM) and to support operational and ITIL governance objectives. This position plays a critical role in ensuring data integrity, enabling service mapping accuracy, and supporting broader ITSM and ITOM process maturity.

Mid Server Administration

• Install, configure, and maintain MID Servers across relevant network segments.
• Monitor MID Server health, availability, and upgrade cycles; coordinate patching and version alignment with platform releases.
• Troubleshoot MID Server connectivity, authentication, and performance issues.

Discovery Configuration & Scheduling

• Configure and maintain Discovery schedules, behaviors, IP ranges, and scan targets.
• Configure and validate credential sets for discovery access.
• Monitor Discovery dashboards/logs; apply AI‑assisted log analysis and anomaly detection to proactively identify failures before they compound into CMDB data quality degradation.
• Coordinate with infrastructure teams on configurations required for Discovery.
• Develop, maintain, extend, and troubleshoot Discovery patterns as required for successful discovery.

CMDB Data Quality & Governance

• Monitor and improve CMDB health metrics including discovered CI completeness, accuracy, compliance, and relationship integrity before issues affect downstream ITSM processes.
• Configure and manage IRE rules to minimize duplicate CIs across multiple ingest sources, e.g., integrations, service graph connectors, import sets, etc.
• Work with CI and process owners to ensure discovery data is available and supports their desired outcomes.
• Use AI‑generated insights to surface and resolve recurring patterns in CI population failures, stale relationship data, and discovery coverage gaps.
• Align Discovery operations with Change Management, Incident Management, and Asset Management workflows.
• Support audit and compliance activities requiring accurate, verified CMDB data.

Documentation, Reporting & Communication

• Develop and maintain operational runbooks, configuration documentation, and standard operating procedures for Discovery.
• Create and maintain dashboards on Discovery coverage, discovered CI health, MID Server status, and open data quality issues.
• Communicate outages, incidents, or data quality issues clearly to affected teams.

Platform Awareness & Continuous Improvement

• Stay current with Service Now release notes, ITOM product updates, and Discovery best practices.
• Evaluate and recommend improvements to Discovery architecture, coverage, and tooling, including opportunities to apply AI and machine learning to drive continuous efficiency gains.
• Participate in platform upgrade testing cycles to validate Discovery and CMDB functionality.
• Mentor junior team members and provide knowledge transfer on Discovery operations.

Education & Experience

• Bachelor’s degree in IT, IS, Computer Science, or a related field (or equivalent experience).
• 3+ years’ hands‑on experience with Service Now discovery, CMDB, or ITOM.
• Working knowledge of ITIL service management processes, particularly Configuration Management and Change Management.

Preferred

• Service Now CIS-Discovery, CSA, or other relevant certifications a plus.
• Experience in regulated, complex, or enterprise environments.
• Familiarity with network concepts, e.g., TCP/IP, DNS, SNMP, and…