Our world is transforming, and PTC is leading the way. Our software brings the physical and digital worlds together, enabling companies to improve operations, create better products, and empower people in all aspects of their business. Our people make all the difference in our success. Today, we are a global team of nearly 7,000 and our main objective is to create opportunities for our team members to explore, learn, and grow – all while seeing their ideas come to life and celebrating the differences that make us who we are and the work we do possible.  Boston, MA - Hybrid, 3 days per week onsiteReporting to the Infrastructure Technology team, the Senior Engineer, Configuration Management Database and Service Mapping will be responsible for the analysis, development, modification, installation, testing and maintenance of ServiceNow ITOM platform focused on CMDB, Discovery and Service Mapping.  The senior engineer ensures that the Configuration Management Database is constantly available and contains the required information and service mapping. This includes the planning and executing of the population of the CMDB through Discovery or integrations, managing the CMDB and service maps. Responsibilities<ul><li>Ensures that standardized methods and procedures are used for identifying, recording, maintaining, reporting on, and verifying IT asset configurations and associated documentation. </li><li>Implementing and maintaining different Service Mapping approaches (Tag-Based, Top Down, Machine Learning)</li><li>Plans the population of the CMDB; manages the CMDB, central libraries, tools, common codes, and data; ensures CMDB data is current and accurate. </li><li>Designs, develop, and maintain the Common Service Data Model (CSDM) within the ServiceNow platform to standardize service data, align with business needs, and enable better IT and business operations</li><li>Owns the process by which relationships are created and updated in the CMDB, such as key IT and business services and applications to servers and databases. Ensures integration into the Incident, Change, and Problem management processes. </li><li>Understands best practices and determines optimized procedures for updating CI data including the use of automated processes, discovery tools/integrations with other data sources, and manual input processes, as necessary. </li><li>Defines and discerns key aspects of problems that require analysis and research within ServiceNow and develops an integrated solution within a broad technical and business context of significant or strategic impact to the enterprise. </li><li>Performs other duties as required.  </li></ul>Skills  <ul><li> Demonstrable planning and organizational skills </li><li> Demonstrable skill in IT Infrastructure terms, concepts, and configuration </li><li> Excellent verbal and written communication skills </li><li> Familiarity with integration technologies like RESTful APIs, JSON, and XML highly desired </li><li> Analytical, decision-making, and problem-solving skills </li><li> Must be able to multitask in a fast-paced environment with focus on timeliness, documentation, and communications with peers and business users alike.  </li></ul>Education/Experience  <ul><li>Bachelor’s degree in computer science, Information Systems or the equivalent combination of education, training, or work experience. </li><li>Understanding of ITSM best-practice processes, with Configuration Management and Asset Management experience (Software Asset Management is a plus)</li><li>Hands-on experience with industry-standard Change, Configuration and Asset Management system tools, preferably within the ServiceNow environment </li><li>Experience with an environmental discovery tool (i.e. ServiceNow, BigFix, etc.) highly desired </li><li>Familiarity of ServiceNows Common Services Data Model (CSDM) </li><li>Understanding of ITIL processes and principles desired </li><li>Data Normalization import/export experience desired </li><li>3 – 5 years in an IT Infrastructure support function. </li></ul>PTC carefully considers a wide range of compensation factors, which include a candidate’s background and experience, in determining salary for a position. Compensation will vary based on these factors, but PTC anticipates the annual salary range for this position to be between $90,000-120,000. The actual pay may vary based on a candidates skills, qualifications, experience, and location. Additionally, candidates may be eligible for a discretionary bonus.  Every PTC employee has the opportunity to become a PTC shareholder through our employee share purchase program which allows employees to purchase discounted PTC stock and, for eligible roles, an equity grant. Subject to the terms and conditions of PTC’s benefits programs, employees may be eligible for medical, dental and vision insurance, paid time off and sick leave policies, tuition reimbursement, 401(k) contributions and employer match, flexible spending accounts, life insurance, disability coverage and a generous commuter subsidy.At PTC, we believe in the power of diverse ideas and perspectives. As a global company that values and respects all identities, cultures, and perspectives, we strive to create an inclusive PTC for ALL through an environment where everyone feels like they belong and are empowered to bring their true, authentic selves to work. Proud to be an Equal Opportunity Employer, we welcome applicants from all backgrounds and hire without regard to race, national origin, religion, age, color, ethnicity, ancestry, marital status, sex (including pregnancy), sexual orientation, gender identity, gender expression, genetic information, disability, veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.Life at PTC is about more than working with today’s most cutting-edge technologies to transform the physical world. It’s about showing up as you are and working alongside some of today’s most talented industry leaders to transform the world around you. If you share our passion for problem-solving through innovation, you’ll likely become just as passionate about the PTC experience as we are. Are you ready to explore your next career move with us?We respect the privacy rights of individuals and are committed to handling Personal Information responsibly and in accordance with all applicable privacy and data protection laws. <a target="_blank" href="http://www.ptc.com/en/documents/policies/privacy/job-applicants">Review our Privacy Policy here</a>.