Sr. Engineer, ServiceNow IT Operations Management

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Meijer Rewards

• Weekly pay

• Scheduling flexibility

• Paid parental leave 

• Paid education assistance

• Team member discount

• Development programs for advancement and career growth

 

Please review the job profile below and apply today!

*Remote work offered – MUST live within Meijer’s footprint (MI, WI, IL, IN, KY, or OH)*

This role is responsible for building, maintaining, and optimizing the IT Operations Management (ITOM) module. This includes discovery, CMDB and related processes within ServiceNow, ensuring accurate data governance, efficient Alert and Event Management workflows, and comprehensive service mapping across both on-premise and cloud environments. The engineer will drive the integration of observability tools, ensure alignment with ITIL and CSDM frameworks, and work closely with cross-functional teams to improve IT service visibility, performance, and incident response.

What You'll be Doing:

• Integrate CSDM principles into service lifecycle management to improve service modeling, improve dependency mapping, and enable proactive incident, problem, and change management.
• Lead Discovery and maintain the CMDB to ensure accurate, up-to-date records of all IT assets, their configurations, and interdependencies across the organization.
• Implement and optimize service mapping to visualize and understand relationships between hardware, software, and infrastructure components, enhancing service visibility and incident resolution.
• Enable and activate CMDB use cases such as operational change management (OCM) and event management to improve service performance and response time.
• Define and automate best practices for managing CMDB records and processes, focusing on both cloud and on-premises environments for improved efficiency and scalability.
• Collaborate on ITOM and Event Management processes, ensuring seamless integration and routing of events from upstream monitoring tools (e.g., cloud monitoring tools, Dynatrace, Splunk) into ServiceNow for real-time incident detection and resolution.
• Enable Predictive AIOps and Event management to drive self-healing
• Ensure CMDB governance by defining, documenting, and enforcing data quality standards and policies for both automated and manual updates.
• Interfaces with stakeholders to develop acceptance criteria for features and user stories and ensures acceptance criteria are met. 
• Coordinates new product reviews, tests and pilots with other IT members and stakeholders.
• Leads ITOM production support and maintenance including patch planning and execution.

What You Bring with You (Qualifications):

• Expertise in building, maintaining, and managing a ServiceNow CMDB: Demonstrated experience with ServiceNow modules, particularly in CMDB, ITOM, and Service Mapping, including best practices for data modeling, configuration management, and CMDB governance.
• Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent work experience.
• In-depth understanding of ITOM and Event Management processes: Proven experience in implementing, configuring, and optimizing IT Operations Management (ITOM) and Event Management capabilities within ServiceNow, with a focus on automation, event correlation, and proactive monitoring.
• Strong familiarity with IT monitoring, observability, and event notification best practices: Experience with integrating observability tools (such as Dynatrace, Splunk, Prometheus, etc.) with ServiceNow to enable effective incident management, monitoring, and alerting across hybrid IT environments.
• Solid understanding of ITIL and ITSM frameworks: Knowledge of ITIL processes such as Incident Management, Problem Management, Change Management, and Service Catalog Management, and their integration with ServiceNow modules and workflows.
• Experience with ServiceNow CSDM (Common Service Data Model): Practical knowledge of CSDM principles to ensure that business services, applications, and infrastructure are accurately mapped and aligned within the CMDB.
• Experience with cloud platforms and hybrid IT environments: Familiarity with cloud services (SaaS