Sr Software Engineer - ServiceNow ITOM

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This role is essential for designing, implementing, and deploying scalable software solutions within the Service Now ITOM ecosystem that support high-availability environments and drive operational maturity across T-Mobile. The position focuses on developing, enhancing, and optimizing ITOM capabilities such as Discovery, Service Mapping, CMDB integration patterns, Event Management, AIOps, and automation services—ensuring they meet business and technical requirements. It requires close collaboration with engineering and platform teams to deliver high-quality ITOM features using modern architectures including microservices, virtualization, orchestration frameworks, and data-driven decisioning.

The engineer applies independent judgment to solve complex technical issues, recommends design improvements, and ensures that ITOM capabilities integrate seamlessly with enterprise infrastructure and support T-Mobile’s technology strategy. Success is measured by the ability to deliver reliable, accurate, and automated operational insights that support organizational efficiency and superior customer experience.

• Design, build, and enhance Service Now ITOM solutions—including Discovery patterns, Service Mapping logic, automation workflows, federations/integrations, and operational dashboards—to ensure accurate, high-quality, and scalable outcomes. Conduct unit, integration, and platform testing to validate ITOM functionality and maintain high standards of reliability.
• Drive architectural improvements across the ITOM stack by applying modern engineering practices, new Service Now capabilities, and cloud-native pattern methodologies. Recommend and implement enhancements that strengthen CMDB integrity, accelerate root cause analysis, and improve service health visibility.
• Partner with cross-functional groups—including ITOM, CMDB, SRE, network, cloud, and application teams—to gather requirements, deliver aligned solutions, and ensure platform adoption. Provide mentorship and documentation that elevates team capability in areas such as Discovery tuning, CMDB architecture, integration patterns, and operational automation.
• Support technology strategy by evaluating and applying current technologies that align with business goals.
• Create clear documentation for software code, system designs, and business requirements to support knowledge sharing.
• Provide additional engineering support for adjacent Service Now modules (e.g., CMDB, CSDM, ITAM, or ITOM submodules) and contribute to enterprise automation or operational improvements as required.

• Bachelor's Degree Computer Science or Engineering (Required)
• 4-7 years - Technical engineering experience.

• Communication (Required)
• Customer Service (Required)
• Analytics (Required)
• Technical Writing (Required)

• Experience with Service Now Discovery, Service Mapping, Event Management, Agent Client Collector
• Strong understanding of CSDM, CMDB modeling, dependency mapping, and data normalization
• Experience developing Service Now integrations using APIs, MID Server architecture, scripted REST endpoints, and orchestration

• At least 18 years of age
• Legally authorized to work in the United States

Travel Required (Yes/No):
Yes

DOT Regulated Position (Yes/No):
No

Safety Sensitive Position (Yes/No):
No

Base Pay Range: $113,600 - $205,000 Corporate Bonus Target: 15%

The pay range above is the general base pay range for a successful candidate in the role. The successful candidate’s actual pay will be based on various factors, such as work location, qualifications, and experience, so the actual starting pay will vary within this range.

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