Senior CMDB Engineer - ServiceNow (HAM/SAM)

Be the one building AI-powered experiences where they matter most.

At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships.

Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day.

This role Senior CMDB Engineer - ServiceNow  is responsible for designing, implementing, maintaining, and improving Configuration Management Database (CMDB), Hardware Asset Management (HAM), and Software Asset Management (SAM) capabilities within the ServiceNow platform. The Senior CMDB Engineer - ServiceNow ensures the accuracy, integrity, and operational value of configuration and asset data across the enterprise while supporting governance, automation, discovery, and lifecycle management initiatives. 

The role partners closely with infrastructure, cloud, security, procurement, and platform teams to ensure CMDB and asset management processes are scalable, reliable, and aligned with enterprise standards and operational objectives. This role also supports alignment with the ServiceNow Common Service Data Model (CSDM) to enable standardized service-aware operations and enterprise data consistency. 

Key Responsibilities 

• Design, configure, and maintain ServiceNow CMDB, HAM, and SAM capabilities following platform and governance standards.  
• Support and enhance ServiceNow Discovery, Service Mapping, and Asset Management processes to improve data quality and operational visibility.  
• Support and maintain alignment of the CMDB and related data structures with the ServiceNow Common Service Data Model (CSDM), ensuring standardized relationships and accurate representation of business applications, technical services, and infrastructure components.  
• Develop and maintain integrations between ServiceNow and external systems to support asset lifecycle management, inventory reconciliation, and configuration data synchronization.  
• Monitor and improve CMDB health, including completeness, accuracy, compliance, relationship integrity, and governance metrics.  
• Implement and support governance controls, reconciliation rules, normalization, and data certification processes.  
• Collaborate with infrastructure, cloud, security, procurement, and operations teams to ensure configuration and asset data aligns with enterprise operational requirements.  
• Support software asset lifecycle activities including entitlement management, reclamation, normalization, and compliance tracking.  
• Support hardware asset lifecycle processes including procurement, inventory, deployment, refresh, and disposal tracking.  
• Develop reports, dashboards, and insights related to CMDB, hardware assets, software assets, and operational compliance.  
• Troubleshoot and resolve CMDB, Discovery, HAM, and SAM-related issues, including data inconsistencies and integration failures.  
• Contribute to automation initiatives using Flow Designer, IntegrationHub, and platform workflows.  
• Support testing, releases, upgrades, and platform maintenance activities related to CMDB and asset management capabilities.  

Minimum Requirements 

• 5+ years of hands-on experience with ServiceNow CMDB, HAM, SAM, or related platform capabilities.  
• Strong understanding of CMDB architecture, CI relationships, Discovery, Service Mapping, and data governance principles.  
• Strong understanding of ServiceNow Common Service Data Model (CSDM) concepts, service relationships, and CMDB governance best practices.  
• Experience with ServiceNow Hardware Asset Management (HAM) and Software Asset Management (SAM) processes and implementations.  
• Experience designing and supporting integrations using REST APIs, IntegrationHub, MID Servers, or web services.  
• Knowledge of ITIL processes, particularly Configuration Management, Asset Management, Incident, Change, and Problem Management.  
• Experience with ServiceNow reporting, dashboards, and data quality management.  
• Understanding of enterprise infrastructure concepts including servers, cloud resources, networks, virtualization, and software lifecycle management.  
• Experience working within Agile and SDLC delivery models.  
• ServiceNow CSA certification required.  
• ServiceNow HAM, SAM, Discovery, or CMDB-related certifications preferred.  
• ITIL Foundation v3 or ITIL 4 certification.  

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Working at Genesys

• AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year.
• A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.
• Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support.
• Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families.
• Recognized globally – Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.

Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.

What Happens After You Apply

After you apply, here's what you can typically expect:

• Our Talent Acquisition team reviews your application with the hiring team.

• A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview.


• Next, you'll meet the hiring manager and other members of the interview team.

• We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases.

• After interviews are complete, our team will follow up with the final steps.

Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process.

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About Genesys:

Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at [email protected].

You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.

This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response.

Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.