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ServiceNow, ITOM Tower Lead

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Date: Aug 6, 2022

Location: Charlotte, NC, US, 28216

Company: Corning

Purpose of the Position:

  • The ServiceNow ITOM Tower Lead will be responsible overseeing the maintenance of business support for the ServiceNow IT Operations Management and IT Asset Management applications/modules/processes such as Event Management, Discovery, Service Mapping, SACM/CMDB, SAM, and HAM.


  • Provide oversight of 3rd party operational support resources and internal subject matter experts responsible for driving resolution of complex business needs and problems
  • Participate in governance meetings to monitor, measure, and report on performance of MSP provider
  • Roll up monthly operation’s report to include progress on key deliverables and objectives, along with any noteworthy operational items
  • Handle operational escalations to include ticket management with the SaaS provider
  • Coordinate 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
  • Evaluate and test system fixes and new capability to determine impact and benefits
  • Approve configuration requests and change activities like enabling discovery patterns, CMDB bulk uploads, and applying update sets
  • Prioritize and oversee service improvement and enhancement projects to include reporting on the progress of those projects and their impact to performance
  • Evaluate and assess the impact of new requirements to ensure overall alignment with the platform, current infrastructure, and support operations
  • Work across the IT service lines, support groups, business process owners and customers to analyze requirements against current capability
  • Partner with 3rd party support team to design and implement client scripts, business rules, and workflows
  • Create and manage instance environment plans for production and sub-production
  • Follow up and report on ticket inquiries and identify opportunities for improvement
  • Create and maintain system design and operations documentation
  • Analyze health monitoring data and reports to ensure system operation meets performance targets • Work with the Service Owner to identify and implement automation opportunities
  • Develop and test custom reports and dashboards, including key performance indicators




  • 5+ years of overall IT experience
  • 3+ years of direct experience using ServiceNow
  • 2+ years of first-hand support and/or system administration experience in ServiceNow
  • Experience with Notifications, Service Levels, Performance Analytics and Reporting
  • JavaScript a plus
  • Advanced experience with MS Office suite with focus on Excel Pivot Tables/Charts, SQL Database and PowerBI experience a plus
  • Working knowledge of ServiceNow applications with focus on IT Service Management, IT Operations Management, and IT Asset Management
  • In depth understanding of CMDB, Common Service Data Model, Service Mapping and Discovery
  • General exposure to ServiceNow Integration Hub activity designer, activity packs, and orchestration
  • General understanding of ServiceNow integrations, database hierarchies and design
  • Keen eye for gaps, complexity reduction and simplification without compromising requirements
  • Ability to work cross functionally to resolve conflicts and priorities



  • ITIL v3/v4 Certification or equivalent practical experience
  • Certified ServiceNow System Administrator
  • B.S. Computer Science or related IT field or A.S degree with commensurate experience

Nearest Major Market: Charlotte