Principal Software Engineer - ServiceNow ITOM

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Job Overview
This role is essential for designing, implementing, and deploying scalable ServiceNow ITOM software solutions that support high availability environments and enable accurate operational visibility across T-Mobile. It involves collaborating with engineering teams to architect and develop ITOM components including Discovery patterns, Service Mapping logic, CMDB integrations, orchestration workflows, and operational automation, leveraging technologies such as microservices, virtualization, infrastructure APIs, and modern data platforms. The role requires applying expert judgment to resolve complex technical issues, guide architectural decisions, and provide strategic recommendations that shape ITOM system design and platform maturity. Success is measured by the effectiveness of ITOM capabilities delivered, technical leadership contributions, and the ability to influence technology direction across teams. The work impacts the organization by enabling advanced operational capabilities, improving service health transparency, and enhancing customer experience through more reliable, automated infrastructure operations.
Our team is dynamic where no day is the same, and we are a diverse and inclusive team passionate about growth and innovation! If you're up to the challenge, apply today!

Job Responsibilities

• Lead the design and development of ServiceNow ITOM capabilities including Discovery, Service Mapping, CMDB enrichment logic, operational workflows, and infrastructure integrations to ensure reliable, scalable, and high-quality outcomes. Establish engineering standards and validation practices that maintain accuracy across ITOM data, integration points, and configuration patterns.
• Serve as the principal technical authority for ITOM architecture, guiding senior and junior engineers in best practices for Discovery optimization, CMDB alignment to CSDM, design of integration frameworks, and operational automation. Influence platform strategy by shaping engineering patterns, architectural principles, and governance for ITOM and related ServiceNow modules.
• Assess and adopt emerging ServiceNow ITOM capabilities, infrastructure technologies, automation toolsets, and integration methods to support T-Mobile’s operational and observability goals. Recommend approaches that reduce manual effort, increase operational reliability, and strengthen CMDB and service mapping fidelity.
• Design enhancements to ITOM patterns, mapping logic, Discovery processes, and platform integrations to improve visibility, accuracy, and operational efficiency. Contribute advanced engineering solutions that simplify technical workflows, reduce dependencies, and improve data quality across the ITOM and CMDB ecosystem.
• Create comprehensive documentation outlining ITOM architectures, technical designs, integration models, system dependencies, and governance patterns to support cross-team alignment and long-term maintainability.
• Support adjacent ServiceNow domains including CMDB, CSDM, ITAM, and operational automation initiatives as required, contributing advanced engineering expertise to initiatives that impact enterprise service health and infrastructure reliability.

Education and Work Experience

• Bachelor's Degree Computer Science or Engineering (Required)
• 7-10 years - Technical engineering experience.

Knowledge, Skills and Abilities

• Communication (Required)
• Customer Service (Required)
• Analytics (Required)
• Technical Writing (Required)

Preferred Qualifications

• Expert-level experience with ServiceNow ITOM modules (Discovery, Service Mapping, Event Management, Orchestration).
• Deep knowledge of CMDB architecture, CSDM alignment, relationship modeling, and data lifecycle governance.
• Strong background in infrastructure domains (network, compute, cloud, containers, load balancing, distributed systems).
• Advanced experience with integrations using MID Server, APIs, web services, and infrastructure toolchains.
• Ability to define and govern ITOM architectural standards across large, diverse environments.

• At least 18 years of age
• Legally authorized to work in the United States

Travel:
Travel Required (Yes/No): Yes
DOT Regulated:
DOT Regulated Position (Yes/No): No
Safety Sensitive Position (Yes/No): No

Base Pay Range: $133,500 - $240,700

Corporate Bonus Target: 20%

The pay range above is the general base pay range for a successful candidate in the role. The successful candidate’s actual pay will be based on various factors, such as work location, qualifications, and experience, so the actual starting pay will vary within this range.

At T-Mobile, employees in regular, non-temporary roles are eligible for an annual bonus or periodic sales incentive or bonus, based on their role. Most Corporate employees are eligible for a year-end bonus based on company and/or individual performance and which is set at a percentage of the employee’s eligible earnings in the prior year. Certain positions in Customer Care are eligible for monthly bonuses based on individual and/or team performance. To find the pay range for this role based on hiring location, https://paylookup.t-mobile.com/paylookup?reqID=REQ338325¶dox=1

At T-Mobile, our benefits exemplify the spirit of One Team, Together! A big part of how we care for one another is working to ensure our benefits evolve to meet the needs of our team members. Full and part-time employees have access to the same benefits when eligible. We cover all of the bases, offering medical, dental and vision insurance, a flexible spending account, 401(k), employee stock grants, employee stock purchase plan, paid time off and up to 12 paid holidays - which total about 4 weeks for new full-time employees and about 2.5 weeks for new part-time employees annually - paid parental and family leave, family building benefits, back-up care, enhanced family support, childcare subsidy, tuition assistance, college coaching, short- and long-term disability, voluntary AD&D coverage, voluntary accident coverage, voluntary life insurance, voluntary disability insurance, and voluntary long-term care insurance. We don't stop there - eligible employees can also receive mobile service & home internet discounts, pet insurance, and access to commuter and transit programs! To learn about T-Mobile’s amazing benefits, check out www.t-mobilebenefits.com.

Never stop growing!
As part of the T-Mobile team, you know the Un-carrier doesn’t have a corporate ladder–it’s more like a jungle gym of possibilities! We love helping our employees grow in their careers, because it’s that shared drive to aim high that drives our business and our culture forward. By applying for this career opportunity, you’re living our values while investing in your career growth–and we applaud it. You’re unstoppable!
T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, ethnicity, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, religious affiliation, marital status, citizenship status, veteran status, the presence of any physical or mental disability, or any other status or characteristic protected by federal, state, or local law. Discrimination, retaliation or harassment based upon any of these factors is wholly inconsistent with how we do business and will not be tolerated.
Talent comes in all forms at the Un-carrier. If you are an individual with a disability and need reasonable accommodation at any point in the application or interview process, please let us know by emailing [email protected] or calling 1-844-873-9500. Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation related requests.