Engineer ServiceNow, ITOM/ITAM/SACM-CMDB

Requisition Number: 62593

Corning is vital to progress – in the industries we help shape and in the world we share.

We invent life-changing technologies using materials science. Our scientific and manufacturing expertise, boundless curiosity, and commitment to purposeful invention place us at the center of the way the world interacts, works, learns, and lives.

Our sustained investment in research, development, and invention means we’re always ready to solve the toughest challenges alongside our customers. 

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.

SCOPE/PURPOSE OF POSITION:

The ServiceNow ITOM/ITAM/SACM-CMDB engineer will be responsible for end-to-end maintenance of business support and administration for the ServiceNow 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.

ROLES AND RESPONSIBILITIES:

• 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 include:
  • 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 include:
  • 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 responsibilities include:
  • Maintain SAM Pro Store Applications Versions and Upgrades
  • Support ServiceNow Agentless Discovery
  • Implement, support, and document SaaS and Inventory Integrations
  • Development/Configuration of Additional SAM Pro Enhancements and Capabilities in accordance with enhancement process
  • Partner with SAM team for bulks data uploads and integrity management

Required Skills/Experience

• 7+ years of overall IT experience
• 5+ years of total ServiceNow experience that includes first-hand support and/or system administration
• 2+ years of ServiceNow design and implementation experience across the platform
• Working knowledge of ServiceNow applications with focus on IT Operations Mgmt. and IT Asset Mgmt.
• Extensive understanding of integration standards, design, and implementation
• In depth understanding of CMDB, Common Service Data Model, Service Mapping and Discovery 
• Experience with ServiceNow Integration Hub activity designer, activity packs, and orchestration
• Thorough understanding of ServiceNow integrations, database hierarchies and design
• Knowledge of ServiceNow’s license and entitlement structure
• Keen eye for gaps, complexity reduction and simplification without compromising requirements
• Ability to work cross functionally to resolve conflicts and priorities
• Working knowledge of creating and configuring forms and screen updates in ServiceNow
• Demonstrated use of Workflow Editor and Flow Designer
• JavaScript experience

Corning Puts YOU First!

We are committed to supporting your health, financial, career development, and life goals as you grow professionally and personally to achieve your highest potential. All benefits begin as soon as you start your career at Corning.

• Our monetary peer-to-peer recognition program is tied to our Values and celebrates you and your colleagues’ contributions.
• Health and well-being benefits include medical, dental, vision, paid parental leave, mental health/substance use, fitness, and disease management programs.   
• Companywide bonus and attractive short- and long-term compensation programs are available based on your role and responsibilities.  
• Professional development programs help you grow and achieve your career goals.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. To request an accommodation, please contact us at accommodations@corning.com.