Principal Software Engineer - ServiceNow ITOM

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This role is essential for designing, implementing, and deploying scalable Service Now ITOM software solutions that support high‑availability environments and enable accurate operational visibility across T‑Mobile. It involves collaborating with engineering teams to architect and develop ITOM components including Discovery patterns, Service Mapping logic, CMDB integrations, orchestration workflows, and operational automation, leveraging technologies such as microservices, virtualization, infrastructure APIs, and modern data platforms.

The role requires applying expert judgment to resolve complex technical issues, guide architectural decisions, and provide strategic recommendations that shape ITOM system design and platform maturity. Success is measured by the effectiveness of ITOM capabilities delivered, technical leadership contributions, and the ability to influence technology direction across teams. The work impacts the organization by enabling advanced operational capabilities, improving service health transparency, and enhancing customer experience through more reliable, automated infrastructure operations.

Our team is dynamic where no day is the same, and we are a diverse and inclusive team passionate about growth and innovation! If you’re up to the challenge, apply today!

• Lead the design and development of Service Now ITOM capabilities including Discovery, Service Mapping, CMDB enrichment logic, operational workflows, and infrastructure integrations to ensure reliable, scalable, and high‑quality outcomes. Establish engineering standards and validation practices that maintain accuracy across ITOM data, integration points, and configuration patterns.
• Serve as the principal technical authority for ITOM architecture, guiding senior and junior engineers in best practices for Discovery optimization, CMDB alignment to CSDM, design of integration frameworks, and operational automation. Influence platform strategy by shaping engineering patterns, architectural principles, and governance for ITOM and related Service Now modules.
• Assess and adopt emerging Service Now ITOM capabilities, infrastructure technologies, automation toolsets, and integration methods to support T‑Mobile’s operational and observability goals. Recommend approaches that reduce manual effort, increase operational reliability, and strengthen CMDB and service mapping fidelity.
• Design enhancements to ITOM patterns, mapping logic, Discovery processes, and platform integrations to improve visibility, accuracy, and operational efficiency. Contribute advanced engineering solutions that simplify technical workflows, reduce dependencies, and improve data quality across the ITOM and CMDB ecosystem.
• Create comprehensive documentation outlining ITOM architectures, technical designs, integration models, system dependencies, and governance patterns to support cross‑team alignment and long‑term maintainability.
• Support adjacent Service Now domains including CMDB, CSDM, ITAM, and operational automation initiatives as required, contributing advanced engineering expertise to initiatives that impact enterprise service health and infrastructure reliability.

• Bachelor’s Degree in Computer Science or Engineering (Required)
• 7–10 years of technical engineering experience (Required)

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

• Expert‑level experience with Service Now ITOM modules (Discovery, Service Mapping, Event Management, Orchestration).
• Deep knowledge of CMDB architecture, CSDM alignment, relationship modeling, and data lifecycle governance.
• Strong…