Sr. ServiceNow Developer (ITOM)

Emory Healthcare Sr. ServiceNow Developer (ITOM Focus)

Be inspired. Be rewarded. Belong. At Emory Healthcare.

At Emory Healthcare we fuel your professional journey with better benefits, valuable resources, ongoing mentorship and leadership programs for all types of jobs, and a supportive environment that enables you to reach new heights in your career and be what you want to be. We provide:

• Comprehensive health benefits that start day 1
• Student Loan Repayment Assistance & Reimbursement Programs
• Family-focused benefits
• Wellness incentives
• Ongoing mentorship, development, and leadership programs
• And more

Applicants residing in or able to relocate to the following states are eligible for hire: Alabama, Arkansas, Florida, Georgia, Illinois, Louisiana, Michigan, New Hampshire, North Carolina, Ohio, Pennsylvania, South Carolina, Tennessee, Texas, Virginia, and Wisconsin

Description

The Sr. ServiceNow Developer (ITOM focus) provides senior level technical leadership for the ServiceNow platform, with deep expertise in IT Operations Management (ITOM) and Hardware Asset Management (HAM). This role is responsible for designing, implementing, optimizing, and sustaining ITOM capabilities that improve infrastructure visibility, CMDB accuracy, operational reliability, and incident response effectiveness across the enterprise.

As a recognized subject matter expert, this position partners closely with infrastructure, cloud, security, and operations teams to ensure ServiceNow ITOM capabilities are aligned with enterprise monitoring, automation, and governance strategies. The role also serves as a mentor and technical leader, driving platform maturity, operational excellence, and continuous improvement.

RESPONSIBILITIES:

• Lead the design, implementation, and ongoing support of ServiceNow ITOM and HAM capabilities including Discovery, Service Mapping, Event Management, Health Log Analytics, Cloud Discovery, and CMDB to enhance infrastructure visibility and operational reliability.
• Own and drive improvements to CMDB health, ensuring accurate configuration data through effective normalization, reconciliation, lifecycle governance across discovered infrastructure and hardware assets, and alignment with CSDM.
• Develop and maintain enterprise discovery and service mapping strategies that support impact analysis, operational decision-making and service reliability.
• Design and support integrations and automation using MID Servers, IntegrationHub, REST/SOAP APIs, and event ingestion frameworks to enrich ITOM data and streamline operational workflows.
• Leverage ITOM data to reduce alert noise, improve root cause analysis, and accelerate incident detection and resolution, contributing to measurable improvements in system availability and operational performance.
• Define and oversee testing and validation standards for ITOM, HAM, and CMDB related enhancements and integrations.
• Provide technical leadership for ServiceNow platform lifecycle activities, including upgrades, patching, release validation, and technical debt reduction related to ITOM and HAM capabilities.
• Partner with infrastructure, cloud, network, security, and operations teams to align ServiceNow ITOM capabilities with enterprise monitoring, incident, problem, and change management processes.
• Serve as a senior technical consultant on ServiceNow architecture, systems integration, and advanced automation technologies.
• Act as a technical mentor and subject matter expert, guiding Technical Application Specialists at all levels on platform best practices, design standards, and operational support.
• Lead, mentor, and develop team members, fostering a culture of operational excellence, accountability, and continuous improvement.
• Diagnose and resolve complex cross platform issues spanning applications, integrations, and middleware environments.
• Provide 24x7 Tier 3 production support for mission critical systems, ensuring high availability, stability, and operational resilience.
• Ensure compliance with platform governance, security standards, and internal controls.
• Perform other related duties as required.

What Success Looks Like:

• Improved CMDB accuracy, discovery coverage, and service mapping reliability
• Reduced incident impact, mean time to resolution (MTTR), and alert noise
• Increased automation and operational efficiency across IT operations
• Stable, scalable, and well governed ServiceNow ITOM and HAM capabilities

Preferred Qualifications:

• ServiceNow certifications such as CSA, CAD, CIS-Discovery, CIS-Service Mapping, ITOM Implementation Specialist, or HAM Implementation Specialist
• Experience working in large-scale or regulated enterprise environments
• ServiceNow Enterprise Architecture experience a bonus
• Service Mapping and Event Monitoring experience are crucial skills for this role

MINIMUM QUALIFICATIONS:

• Bachelors degree from a recognized college or university with major course work in computer science, Information Technology, engineering, or equivalent related experience.
• A minimum of 7 years of progressive experience in application systems/administration OR 9 years experience without a degree.
• Prefer proficiency in at least two computer languages used currently in production.
• Must be able to lead problem solving efforts when mission critical systems are interrupted.

Additional Details

Emory is an equal opportunity employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by state or federal law.

Emory Healthcare is committed to providing reasonable accommodations to qualified individuals with disabilities upon request. Please contact Emory Healthcare's Human Resources at View email address on click.appcast.io. Please note that one week's advance notice is preferred.