ServiceNow Configuration Manager

Job Locations US-GA-Suwanee
Job ID
Information Technology


The IT world is evolving. New technologies. New trends. New opportunities. There’s true excitement surrounding the future. That’s where QTS comes in. We’re fearlessly leading the way by redefining what it means to be a data center. We innovate next-generation cloud and hybrid solutions. We deliver a fully-integrated I.T. platform from top to bottom – one enabled by technology and world-class infrastructure. Simply put, we’re defining the curve.


As one of the nation’s largest and fastest growing data center companies, we help manage and protect critical data during a time of unprecedented change. The power of QTS' innovation happens when smart, creative people with a unified vision collaborate to break new ground, solve new problems, and create new solutions to improve lives.


We are powered by our people.


At QTS, we know where IT is going. And we’d like to invite you to join us.


The ServiceNow Configuration Manager is responsible for managing the configuration of the ServiceNow platform and the federated CMDB in alignment with strategic company objectives to maximize return-on-investment of the platform.  As key critical member of the IT Service Management (ITSM) team, this person is primarily responsible for designing, configuring, and maintaining automated CMDB population and reconciliation processes.  This person must be able to work with subject matter experts (SMEs) across lines of business to translate their needs into requirements, recommend best practices to accomplish their goals, and implement & test technical solutions that digitize, automate, and integrate business processes and workflows.

RESPONSIBILITIES, other duties may be assigned

  • Support Enterprise Architecture in the design and implementation of automated discovery & data federation into the ServiceNow CMDB.
  • Develop Configuration Management processes, procedures, and standards.
  • Mature processes and KPIs to improve Configuration Management effectiveness.
  • Monitor CMDB health and resolve conflicts between authoritative production data sources.
  • Work with Enterprise Architecture to integrate infrastructure alerts and performance data from infrastructure management tools into ServiceNow.
  • Correlate Asset, Event, Incident, Problem, Change, and Knowledge data with the CMDB.
  • Design and configure solutions in the ServiceNow ITSM and ITOM suites.
  • Establish configuration standards and governance (i.e., maintenance routines, development standards, and code reviews).
  • Integrates with and supports the ServiceNow Administration team.
  • Monitor and optimize the health, usage, and overall compliance of the ServiceNow platform.
  • Advise teams on design, development and overall best practice configuration of ServiceNow.
  • Identify system deficiencies and divergences from best practice within the production instance. 
  • Work with lines of business to deliver solutions in ServiceNow (workflow, UI, client scripts, business rules, etc. utilizing out of the box functionality as much as possible and only customizing when necessary).
  • Assist with day-to-day support, administration, and configuration of the ServiceNow platform.
  • Provide leadership, mentorship and technical guidance to team members.


  • Intersect – Identifies the common purpose from a wide range of internal and external stakeholders. 
  • Invent – Working with others generates a surplus of ideas that create value for shareholders, customers and employees. 
  • Invest – Correctly justifies which projects to pursue or not. Builds business cases that enable decision makers to make the appropriate investment of people, time and money to the right set of projects.
  • Act – Gets the job done regardless of obstacles that occur. 
  • Adjust – Leads cross-functional review sessions that produce high-leverage learnings use to build organizational capability.


  • Bachelor’s degree in Computer Science or related field; specialized training; or equivalent professional experience.
  • Seven or more years of experience leading, developing, and testing ServiceNow solutions using Agile/Scrum SDLC methodology.
  • Seven or more years of hands-on experience with ServiceNow components such as Event, Incident, Problem, Change, Asset, Release, Knowledge, Performance Analytics, etc.
  • Three or more years implementing and managing CMDB and IT Asset Management solutions in ServiceNow.
  • Excellent knowledge of ServiceNow best practices and ongoing knowledge of latest ServiceNow features.
  • Knowledge of Active Directory, LDAP and Single Sign-On (SSO) Integrations with ServiceNow.
  • Strong background in Java Scripting, MS SQL, PostgreSQL, XML, HTML, AJAX, CSS, JSON, JDBC, ODBC, PERL scripting, REST, and/or SOAP.
  • Strong understanding of ITSM processes based on ITIL v3.
  • Excellent writing skills for generating clear, concise release notes and documentation.
  • Strong analytical capabilities coupled with business acumen needed to proactively solve problems facing the organization.
  • Ability to work independently, with supervision, on a project of varying complexity.


  • Two or more years of experience working in a data center environment; or other relevant critical process environment.
  • Certified ServiceNow Administrator.
  • Certified ServiceNow Implementation Specialist.
  • Certified ServiceNow Developer.
  • Certified in ITIL v3 Foundation.
  • Experience with IT infrastructure management and monitoring tools, such as CA UIM.
  • Experience with orchestration tools, such as Puppet/Chef/Ansible.


  • Exhibit excellent interpersonal skills with all levels of the organization.
  • Use organizational skills to determine prioritization and appropriate multitasking.
  • Focus on scope, tone, and quality of processes and their respective documentation, as well as the associated goals, priorities, deadlines, and weaknesses.
  • Perform necessary and timely follow-up, escalating appropriately if necessary.


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