Senior Associate - ServiceNow CMDB Administrator

Location Designation:Hybrid - 3 days per quarter

As part of Technology, you'll have the opportunity to contribute to groundbreaking initiatives that shape New York Life's digital landscape. Leverage cutting-edge technologies like Generative AI to increase productivity, streamline processes, and create seamless experiences for clients, agents, and employees. Your expertise fuels innovation, agility, and growth driving the company's success.

As a ServiceNow CMDB Administrator, your primary responsibility will be to support, enhance, and maintain the Service Mapping and Discovery capability within the ServiceNow platform.
This role builds a sustainable framework for ongoing data quality, CMDB health monitoring, and service map integrity, enabling better operational insights and decision-making across the enterprise.

You will work closely with the CMDB Lead, infrastructure teams, application owners, architects, and ServiceNow platform engineers to build, monitor, and optimize service maps that support effective incident management, change impact analysis, root cause diagnostics, architecture portfolio planning, total cost of ownership analysis and other IT operational insights. Success in this role requires a blend of technical expertise, process discipline, and strong cross-functional collaboration. Your work will directly support business continuity, risk reduction, and improved decision-making within IT operations.

What You'll Do:
As a member of the CMDB team, your primary focus will be to support the implementation and continuous improvement of ServiceNow Discovery and Service Mapping. In addition:
* Administer and maintain Discovery and Service Mapping configurations within the ServiceNow platform.
* Lead the attestation, refinement, and troubleshooting of service maps to ensure accurate representation of critical business services and their dependencies.
* Monitor CMDB Health, with a focus on identifying and remediating orphaned, stale, and duplicate configuration items (CIs).
* Collaborate with infrastructure, application, and platform teams to ensure new and existing services are mapped and updated appropriately.
* Contribute to governance and best practices, including tagging conventions, data quality standards, and documentation processes to ensure scalability and compliance.
* Perform regular health checks and operational reviews of service maps to identify incomplete mappings, broken dependencies, or drift.

What You'll Bring:
You will bring a solid understanding of ServiceNow ITOM capabilities, especially Discovery and Service Mapping. You are adept at navigating complex IT environments and have a keen eye for detail. You thrive in environments where collaboration across teams is essential and are comfortable translating technical findings into actionable insights.

Your approach is methodical, and you are energized by challenges that require creative problem-solving. Whether resolving a configuration issue or validating a new service map, you demonstrate both curiosity and expertise in your approach. A passion for system health, operational efficiency, and continuous improvement will set you apart.

Required Skills:
* Bachelor's degree in Information Technology, Computer Science, or related field.
* 3+ years of hands-on experience administering ServiceNow, with a focus on ITOM, Service Mapping, and Discovery.
* Certified ServiceNow Administrator (CSA) Certification.
* Deep knowledge of ServiceNow's Common Service Data Model (CSDM) and CMDB architecture.
* Experience with JavaScript for ServiceNow platform scripting.
* Experience in networking concepts, application architectures, cloud services (AWS, Azure), and middleware components.

Preferred Skills:
* ITIL Foundation certification.
* Certified Implementation Specialist - Service Mapping.
* Certified Implementation Specialist - Discovery.
* Familiarity with AI capabilities within ServiceNow or related platforms.

Pay Transparency

Salary Range:$102,500-$175,000

Overtime eligible:Exempt

Discretionary bonus eligible:Yes

Sales bonus eligible:No

Actual base salary will be determined based on several factors but not limited to individual's experience, skills, qualifications, and job location. Additionally, employees are eligible for an annual discretionary bonus. In addition to base salary, employees may also be eligible to participate in an incentive program.

Our Benefits

We provide a full package of benefits for employees - and have unique offerings for a modern workforce, including leave programs, adoption assistance, and student loan repayment programs. Based on feedback from our employees, we continue to refine and add benefits to our offering, so that you can flourish both inside and outside of work. Click here to discover more about our comprehensive benefit options or visit our NYL Benefits Site.

Our Commitment to Inclusion
At New York Life, fostering an inclusive workplace is fundamental to who we are and how we serve our communities. We have a longstanding commitment to creating an environment where individuals can contribute their best and succeed together. This foundation is rooted in our core values of humanity and integrity, ensuring that every employee feels valued and supported. By embracing a broad range of perspectives and experiences, we achieve greater success and fulfill our promise of providing financial security and peace of mind to families across all communities. Click here to learn more about New York Life's leadership in this space.

Recognized as one of Fortune's World's Most Admired Companies, New York Life is committed to improving local communities through a culture of employee giving and volunteerism, supported by theFoundation.We're proud that due to our mutuality, we operate in the best interests of our policy owners. To learn more about career opportunities at New York Life, please visit the Careers page of www.NewYorkLife.com.

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Job Requisition ID: 92386