Engineer ServiceNow ITOM​/ITAM​/SACM-CMDB

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Our Optical Communications segment has recently evolved from being a manufacturer of optical fiber and cable, hardware and equipment to being a comprehensive provider of industry‑leading optical solutions across the broader communications industry. This segment is classified into two main product groupings – carrier network and enterprise network. The carrier network product group consists primarily of products and solutions for optical‑based communications infrastructure for services such as video, data and voice communications.

The enterprise network product group consists primarily of optical‑based communication networks sold to businesses, governments and individuals for their own use.

The Service Now ITOM/ITAM/SACM‑CMDB engineer will be responsible for end‑to‑end maintenance of business support and administration for the Service Now IT Operations Management and IT Asset Management applications/modules/processes such as Event Management, Discovery, Service Mapping, SACM/CMDB, SAM, and any other modules later determined to be in scope.

• Participate and advise in product lifecycle conversations for given platform scope
• Establish a strong partnership with parallel operational system administrators and support resources to maintain continuity of data flow for system integrations
• Meet discovery health and service mapping objectives by executing a CMDB maturity model and control plan to ensure sustainable health and data integrity
• Analyze health monitoring and system data to make maintenance of business action recommendations that will foster hardened system security, overall platform currency, and performance optimization
• Serve as a technical expert for pre‑project requirements building and shaping
• Evaluate and assess the impact of new requirements to ensure overall alignment with the platform, current infrastructure, and support operations
• Evaluate and test system fixes and new capability to determine impact and benefits
• Configure, test, and implement system enhancements and modules in the platform as needed
• Execute implementation efforts with operational change and production processes to ensure minimal impact to production and compatibility with other system maintenance activities such as weekly moves to production, quarterly patching, and annual upgrades
• Assess impact of designed client scripts, business rules, and workflows and partner with respective operations resources for implementation
• Create and maintain roadmap, system design, and architecture documentation
• Handle operational escalations to include ticket management with the SaaS provider
• Service Mapping scope specific responsibilities contain:
  • Review service map quality with owners of services
  • Convert existing manual Application mapping to discoverable mapping
  • Documentation on configuration and patterns required for Service Mapping
  • Auditing Service Maps for technical issues and resolving
  • Service Mapping and discovery schedule maintenance
• Event Management scope specific responsibilities contain:
  • Maintain Event Management Application and Integrations
  • Onboard new element managers to include integration, event handling, rules, and notifications
  • Review events for errors and completion
  • Review alerts to ensure CI binding is occurring as expected
  • Review alert and incident creation with process and area owners
  • Modify auto assignments or routing functions
  • Ensure overall quality and value of event management tool
• Software Asset Management scope specific…