Senior CMDB Engineer - ServiceNow (HAM/SAM)

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements. We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together. This role Senior CMDB Engineer - ServiceNow is responsible for designing, implementing, maintaining, and improving Configuration Management Database (CMDB), Hardware Asset Management (HAM), and Software Asset Management (SAM) capabilities within the ServiceNow platform. The Senior CMDB Engineer - ServiceNow ensures the accuracy, integrity, and operational value of configuration and asset data across the enterprise while supporting governance, automation, discovery, and lifecycle management initiatives. The role partners closely with infrastructure, cloud, security, procurement, and platform teams to ensure CMDB and asset management processes are scalable, reliable, and aligned with enterprise standards and operational objectives. This role also supports alignment with the ServiceNow Common Service Data Model (CSDM) to enable standardized service-aware operations and enterprise data consistency. Key Responsibilities D esign, configure, and maintain ServiceNow CMDB, HAM, and SAM capabilities following platform and governance standards. Support and enhance ServiceNow Discovery, Service Mapping, and Asset Management processes to improve data quality and operational visibility. Support and maintain alignment of the CMDB and related data structures with the ServiceNow Common Service Data Model (CSDM) , ensuring standardized relationships and accurate representation of business applications, technical services, and infrastructure components. D evelop and maintain integrations between ServiceNow and external systems to support asset lifecycle management, inventory reconciliation, and configuration data synchronization. Monitor and improve CMDB health, including completeness, accuracy, compliance, relationship integrity, and governance metrics. Implement and support governance controls, reconciliation rules, normalization, and data certification processes. Collaborate with infrastructure, cloud, security, procurement, and operations teams to ensure configuration and asset data aligns with enterprise operational requirements. Support software asset lifecycle activities including entitlement management, reclamation, normalization, and compliance tracking. Support hardware asset lifecycle processes including procurement, inventory, deployment, refresh, and disposal tracking. Develop reports, dashboards, and insights related to CMDB, hardware assets, software assets, and operational compliance. Troubleshoot and resolve CMDB, Discovery, HAM, and SAM-related issues, including data inconsistencies and integration failures. Contribute to automation initiatives using Flow Designer, IntegrationHub, and platform workflows. Support testing, releases, upgrades, and platform maintenance activities related to CMDB and asset management capabilities. Minimum Requirements 5+ years of hands-on experience with ServiceNow CMDB, HAM, SAM, or related platform capabilities. Strong understanding of CMDB architecture, CI relationships, Discovery, Service Mapping, and data governance principles. Strong understanding of ServiceNow Common Service Data Model (CSDM) concepts, service relationships, and CMDB governance best practices. Experience with ServiceNow Hardware Asset Management (HAM) and Software Asset Management (SAM) processes and implementations. Experience designing and supporting integrations using REST APIs, IntegrationHub, MID Servers, or web services. Knowledge of ITIL processes, particularly Configuration Management, Asset Management, Incident, Change, and Problem Management. Experience with ServiceNow reporting, dashboards, and data quality management. Understanding of enterprise infrastructure concepts including servers, cloud resources, networks, virtualization, and software lifecycle management. Experience working within Agile and SDLC delivery models. ServiceNow CSA certification required. ServiceNow HAM, SAM, Discovery, or CMDB-related certifications preferred. ITIL Foundation v3 or ITIL 4 certification. #LI-GR1 #LI-Remote If a Genesys employee referred you, please use the link they sent you to apply. About Genesys: Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com . Reasonable Accommodations: If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at [email protected] . You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email. This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response. Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics. Please note that recruiters will never ask for sensitive personal or financial information during the application phase.