ITOM Discovery SME

Senior Service Now ITOM Discovery SME

Based on a request from the Centers for Medicare and Medicaid Services – Cloud Products & Tools (CMS‑CPT), the Senior Service Now ITOM Discovery SME will architect, implement, and continuously improve the Configuration Management Database (CMDB) and ITOM Discovery capabilities on the Service Now platform. The role supports IT Operations, Service Management, Security, and business services by delivering accurate, reliable, and actionable configuration data.

• Design, implement, and maintain CMDB architecture aligned with Service Now best practices and the Common Service Data Model (CSDM) framework.
• Define and enforce data models, class structures, and relationship integrity.
• Establish and maintain CMDB governance processes, including data ownership, certification workflows, and data quality policies.
• Manage Service Now Discovery for data centers, cloud environments (AWS, Azure, GCP), and endpoints, network devices, servers, databases, and applications.
• Develop and maintain Discovery schedules, credentials, MID Server infrastructure, probes, sensors, patterns, and classification rules.
• Troubleshoot discovery issues, optimize performance, and ensure credential management follows security best practices.
• Ensure accurate CI relationships to support impact analysis and incident/problem management.
• Monitor and improve CMDB health using the Service Now CMDB Health Dashboard; remediate duplicate, stale, or orphaned CIs.
• Implement automated data reconciliation, normalization, and integration with external systems such as SCCM, cloud APIs, and monitoring tools.
• Design and maintain integrations between Service Now and external systems, ensuring alignment with Identification and Reconciliation Engine (IRE) standards.
• Automate discovery operations and CMDB maintenance through Flow Designer, Business Rules, and Integration Hub; develop reusable patterns and scalable configurations.
• Support CI lifecycle automation from provisioning to decommissioning and provide advanced troubleshooting for discovery failures and CMDB inconsistencies.
• Act as a subject‑matter expert for CMDB and Discovery; ensure processes comply with organizational security policies and support audit readiness.
• Stay current with Service Now releases, ITOM enhancements, and evaluate new capabilities such as Agent Client Collector, Service Graph Connectors, Event Management, and AIOps integrations.
• Drive CMDB and Discovery maturity toward higher levels of automation and trust.

• Bachelor’s degree in information systems, business, computer science, engineering, or a related discipline, or equivalent experience.
• 3–5+ years of hands‑on experience with CMDB and ITOM Discovery.
• Strong understanding of CMDB design, data modeling, Service Now Discovery architecture (MID servers, probes/sensors, patterns), and the Identification and Reconciliation Engine.
• Experience with cloud discovery for AWS, Azure, and GCP.
• Familiarity with ITIL processes and frameworks.
• Scripting experience with JavaScript and REST/SOAP APIs.
• Strong analytical and problem‑solving skills, deep technical expertise, data governance focus, and effective communication across teams.

• Service Now Certified System Administrator (CSA).
• Service Now Certified Implementation Specialist – Discovery (CIS‑Discovery).
• Service Now Certified Implementation Specialist – Service Mapping (CIS‑SM).
• Experience implementing CSDM in large enterprises.
• Knowledge of networking, infrastructure, and application architectures.

• Must be able to pass a CMS Public Trust background investigation.
• Applicants must have lived in the United States for at least three of the last five years prior to the background investigation.
• Work visa sponsorship will not be considered for this role.

Remote Work – 100%

GDIT is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or other status protected by law.