Senior Engineer, IT System Operations

Position Responsibilities:

CMDB Architecture & Governance
• Design, build, and maintain the CMDB in alignment with the ServiceNow Common Service Data Model (CSDM), including CI classes, attributes, and relationships.
• Establish and enforce CMDB governance — data ownership, CI lifecycle states, naming conventions, and CMDB health policies covering completeness, correctness, and compliance.
• Monitor CMDB health through dashboards and KPIs; identify and remediate duplicate, orphaned, stale, and misclassified configuration items.
Discovery & Integrations
• Configure and maintain ServiceNow Discovery, MID Servers, and Service Graph Connectors to automatically populate and update configuration items.
• Build and manage integrations that ingest and reconcile asset and configuration data from sources such as Microsoft Intune, SentinelOne, and Dynatrace into the CMDB.
• Administer the Identification and Reconciliation Engine (IRE), reconciliation rules, data source precedence, and transform maps to prevent data conflicts and preserve data integrity.
IT Asset Management (Hardware & Software)
• Own the hardware and software asset lifecycle — from request and procurement through deployment, maintenance, and retirement or disposal.
• Administer Hardware Asset Management (HAM) and Software Asset Management (SAM Pro), including software models, license entitlements, allocation, reclamation, and license compliance.
• Manage contracts, warranties, purchase orders, and vendor/publisher data; track asset costs and support software true-ups, renewals, and audits.
Data Quality & Reconciliation
• Define and operate reconciliation processes across endpoint management, security, and observability platforms to maintain a single source of truth as data transitions from SolarWinds to ServiceNow.
• Develop data normalization routines, audit checks, and exception handling; measure, report, and continuously improve data quality metrics.
ITSM Process Enablement
• Partner with Incident, Problem, and Change Management to ensure CI relationships accurately support impact analysis, blast-radius assessment, and change risk evaluation.
• Support service mapping and the definition of business services, application services, and their dependencies.
Reporting, Dashboards & Analytics
• Build reports, dashboards, and Performance Analytics to surface CMDB health, asset compliance, and lifecycle KPIs for IT leadership and stakeholders.
Governance, Security & Compliance
• Ensure configuration and asset practices align with Aprio's IT Asset Management Standard and applicable security and compliance requirements (e.g., SOC 2).
• Provide accurate, timely asset and CI data to support audits, risk management, and security operations.
• Document standard operating procedures, runbooks, and governance standards, and contribute to the ongoing maturity of the ITSM program.

Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent professional experience.
• 3-5+ years of IT experience, with at least 2-3 years focused on ServiceNow CMDB and/or IT Asset Management.
• Hands-on experience with the ServiceNow CMDB, CSDM, Discovery, and the Identification and Reconciliation Engine (IRE).
• Working knowledge of ITAM disciplines (HAM and SAM), software licensing models, and end-to-end asset lifecycle management.
• Experience integrating third-party data sources into ServiceNow using REST/SOAP, IntegrationHub, MID Servers, and import sets/transform maps.
• Solid understanding of ITIL / ITSM processes — Incident, Problem, Change, and Configuration Management.
• Strong data analysis skills, attention to detail, and a demonstrated commitment to data quality.
Preferred Qualifications
• ServiceNow certifications: CIS - Discovery, CIS - Hardware Asset Management, CIS - Software Asset Management, Certified System Administrator (CSA), or Certified Application Developer (CAD).
• ITIL 4 Foundation certification.
• Experience migrating from another ITSM platform (e.g., SolarWinds Service Desk) to ServiceNow.
• Familiarity with endpoint, security, and observability tooling such as Microsoft Intune, SentinelOne, and Dynatrace.
• Scripting proficiency: JavaScript/Glide, PowerShell, and REST API integration.
• Experience working in a regulated or professional services environment.
Technical Skills
• ServiceNow: CMDB, CSDM, Discovery, IRE, ITOM, HAM, SAM Pro, Flow Designer / IntegrationHub, Performance Analytics.
• Integration & Data: REST/SOAP APIs, MID Server, import sets, transform maps, SQL, data normalization.
• Scripting: JavaScript (Glide), PowerShell.
• Adjacent Tooling: Microsoft Intune, SentinelOne, Dynatrace, SolarWinds Service Desk.
Core Competencies
• Analytical thinking and structured problem-solving.
• Meticulous attention to detail and data accuracy.
• Clear written and verbal communication with technical and non-technical audiences.
• Strong cross-functional collaboration across IT operations, security, and service management teams.
• Ownership, accountability, and a continuous-improvement mindset.
  

Work Environment

Atlanta, GA — hybrid work arrangement in accordance with firm policy.
Occasional after-hours availability may be required to support scheduled change windows and platform maintenance.