Senior ServiceNow ITOM Advisor

at CVS Health in Hartford, Illinois, United States

Job Description

Bring your heart to CVS Health. Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand – with heart at its center – our purpose sends a personal message that how we deliver our services is just as important as what we deliver. Our Heart At Work Behaviors support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.

The Senior ServiceNow ITOM Advisor will play a critical role in the development and maintenance of the Configuration Management Database (CMDB) for CVS Health. Working closely with business and technical teams, this position will be responsible for ensuring accurate and up-to-date information is captured and maintained within the CMDB. The Senior ServiceNow ITOM Advisor will also be responsible for managing and optimizing the Service Mapping processes and collaborating with cross-functional teams to drive continuous improvement efforts. This Senior ServiceNow ITOM Advisor provides broad advisory on IT Infrastructure topology including typical application, server, networking configurations, and Cloud. Responsibilities:

+ Collaborate with business and technical stakeholders to establish requirements for the CMDB and Service Mapping implementation.

+ Configure and customize the ServiceNow CMDB and Service Mapping module to meet specific needs of CVS Health.

+ Configuring Discovery probs, sensors and/or patterns to ensure high data accuracy and integrity of our CMDB.

+ Develop and maintain CMDB data models, CI classes, and relationships in adherence to best practices.

+ Design, implement, and maintain automated integrations for software discovery, event management, and data synchronization within the CMDB.

+ Analyze and map technical services to business services to accurately represent the relationships and dependencies within the CMDB.

+ Identify and resolve data quality issues, ensuring accurate and complete data across the CMDB.

+ Create and maintain documentation related to CMDB policies, processes, and procedures.

+ Collaborate with stakeholders to develop and deliver reports and dashboards related to CMDB and Service Mapping metrics.

+ Provide guidance and support to cross-functional teams in leveraging CMDB and Service Mapping data for troubleshooting, incident management, and change management activities.

+ Main contact for working with process owners, business/IT SMEs, vendors and providing direction to administrators, engineers, and developers

+ Stay current with industry best practices and emerging trends in CMDB and Service Mapping technologies.

+ Bachelor’s degree in Computer Science, Information Systems, or related field.

+ Minimum of 5 years of relevant work experience in ServiceNow CMDB and Service Mapping configuration and administration.

+ Understanding of CMDB design principles and Service Mapping methodologies.

+ Experience in IT Infrastructure topology including typical application, server, networking configurations, and Cloud

+ Experience in moving to discovery patterns

+ Experience with Discovery probs, sensors and/or patterns

+ Experience in Certificate Management

+ Experience improving Discovery performance and coverage

+ Experience building effective dashboards for senior leaders, service owners and executives to show accurate and up to date results of CMDB health.

+ Experience with ServiceNow ITSM and other modules

+ Familiarity with the ServiceNow Common Service Data Module (CSDM)

+ Working knowledge of asset management processes and tools such as SCCM and InTune.

+ Knowledge of ServiceNow Scripting, including JavaScript.

+ Understanding of web technologies and associated mapping tools.

+ ITIL Foundation (v3 or 4.0)

+ ServiceNow Certified System Administrator (CSA)

+ ServiceNow Certified Implementation Specialist (CIS) Discovery

+ ServiceNow Certified Implementation Specialist (CIS) Service MappingBachelor’s degree in Computer Science, Information Systems, or related field.

Pay Range

The typical pay range for this role is:

$120,750.00 – $240,000.00

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. This position also includes an award target in the company’s equity award program. In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities. The Company offers a full range of medical, dental, and vision benefits. Eligible employees may enroll in the Company’s 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees. The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners. As for time off, Company employees enjoy Paid Time Off (“PTO”) or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies. For more detailed information on available benefits, please visit

CVS Health requires certain colleagues to be fully vaccinated against COVID-19 (including any booster shots if required), where allowable under the law, unless they are approved for a reasonable accommodation based on disability, medical condition, religious belief, or other legally recognized reasons that prevents them from being vaccinated.

You are required to have received at least one COVID-19 shot prior to your first day of employment and to provide proof of your vaccination status or apply for a reasonable accommodation within the first 10 days of your employment. Please note that in some states and roles, you may be required to provide proof of full vaccination or an approved reasonable accommodation before you can begin to actively work.

CVS Health is committed to recruiting, hiring, developing, advancing, and retaining individuals with disabilities. As such, we strive to provide equal access to the benefits and privileges of employment, including the provision of a reasonable accommodation to perform essential job functions. CVS Health can provide a request for a reasonable accommodation, including a qualified interpreter, written information in other formats, translation or other services through If you have a speech or hearing disability, please call 7-1-1 to utilize Telecommunications Relay Services (TRS). We will make every effort to respond to your request within 48 business hours and do everything we can to work towards a solution.

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Job Posting: JC245154035

Posted On: Aug 21, 2023

Updated On: Oct 16, 2023

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