ITSM ServiceNow Discovery Process Owner

Job Summary At AEP, we’re more than just an energy company! We’re a team of dedicated professionals committed to delivering safe, reliable, and innovative energy solutions. Guided by our mission to put the customer first, we strive to exceed expectations by listening, responding, and continuously improving the way we serve our communities. If you’re passionate about making a meaningful impact and being part of a forward‑thinking organization, this is the company for you! Responsibilities Support and assist on CMDB processes to align with the organization’s strategic objectives. Ensure process design aligns with the ITIL framework and follows business and industry methodologies while considering good/best practices. Assist with configuration and optimization of ServiceNow Discovery. Troubleshoot and resolve discovery‑related errors, including ECC queue issues and script execution failures. Ensure all discovery scripts adhere to security and compliance standards, avoiding hard‑coded credentials or sensitive data. Align Discovery outputs with the Common Service Data Model (CSDM) and the organization’s CI taxonomy. Apply security requirements to ITSM processes. Develop and support a Discovery audit process to identify gaps, stale data, or misclassified CIs, and develop corrective actions. Support the development of a configuration‑item lifecycle process. Deliver artifacts that detail architecture requirements, process design, system integration definitions, procedures, and workflows. Assist with CSDM alignment to ensure CMDB structure aligns with the CSDM framework. Support and assist in CMDB remediation through out‑of‑box ServiceNow tools such as de‑duplication, CMDB Health, and IRE. Maintain advanced knowledge of ServiceNow CMDB out‑of‑box functionality and its interdependence with other processes and consumer data needs. Apply strong understanding and direct experience of ServiceNow functionality, including CMDB, SLAs, Discovery, and Performance Analytics. Develop and maintain custom probes, patterns, and pre/post scripts to support automated discovery of infrastructure components. Provide expert analysis, troubleshooting, and verbal and written technical and non‑technical communication. Develop high‑level design requirements addressing business, infrastructure, security, support, and operational needs of a solution. Qualifications 4+ years of CMDB experience, including ITIL/ITSM and Discovery support. 4+ years of experience collaborating with stakeholders to capture ITSM requirements. 4+ years of ServiceNow development experience preferred. 7+ years of relevant work experience required. Strong knowledge of process design, development, and support, with in‑depth experience managing organizational needs, documenting, and mapping business processes. Hands‑on Experience in CSDM implementation & business process architecture & mapping with technical and business service structure. Proven ability to identify improvement opportunities through process audit creation and analysis. Progressive experience managing enterprise‑class continual IT process improvement. Champion quality standards and ensure compliance across all operational teams. Workflow and process development expertise. Extensive process integration knowledge and experience. Knowledge of business system interactions, infrastructure dependencies, system controls, and monitoring associated with service delivery. Self‑directed and dependable, producing high‑quality work in a timely manner. Strong technical decision‑making skills. Effective verbal and written communication skills to inform IT and business leadership and project teams. ServiceNow On‑Prem experience preferred. In‑depth knowledge and experience with ITSM service delivery processes. Strong leadership skills. Development scripting knowledge preferred. Extensive ServiceNow knowledge and experience preferred. Education & Experience Education: Bachelor’s degree in computer science, information systems, business, or related field; or associate’s degree with 2 years of relevant work experience; or high‑school diploma/GED with 4 years of relevant work experience. Experience: In addition to any experience required above, 7 years of relevant work experience is required. Compensation & Benefits Competitive salary range: $98,993.00 – $128,688.00. AEP offers a comprehensive benefits package designed to support overall well‑being of employees. Physical Demand Level S – Sedentary Work: Exerting up to 10 pounds of force occasionally, with a negligible amount of force frequently. Sedentary work involves sitting most of the time but may involve walking or standing briefly. Jobs are considered sedentary if walking and standing are required only occasionally and all other sedentary criteria are met. It is hereby reaffirmed that it is the policy of American Electric Power (AEP) to provide Equal Employment Opportunity in all respects of the employer‑employee relationship including recruiting, hiring, upgrading and promotion, conditions and privileges of employment, company‑sponsored training programs, educational assistance, social and recreational programs, compensation, benefits, transfers, discipline, layoffs and termination of employment to all employees and applicants without discrimination because of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, veteran or military status, disability, genetic information, or any other basis prohibited by applicable law. When required by law, we might record certain information or applicants for employment may be invited to voluntarily disclose protected characteristics. #J-18808-Ljbffr