Staff, Configuration Management ITOM (ServiceNow, Service Mapping Team, CMDB)

Job description

**_Welcome to Warner Bros.

Discovery… the stuff dreams are made of._**

**Who We Are…**

When we say, “the stuff dreams are made of,” we’re not just referring to the world of wizards, dragons and superheroes, or even to the wonders of Planet Earth.

Behind WBD’s vast portfolio of iconic content and beloved brands, are the _storytellers_ bringing our characters to life, the _creators_ bringing them to your living rooms and the _dreamers_ creating what’s next…

From brilliant creatives, to technology trailblazers, across the globe, WBD offers career defining opportunities, thoughtfully curated benefits, and the tools to explore and grow into your best selves.

Here you are supported, here you are celebrated, here you can thrive.

Your New Role **:**
The **Staff, Configuration Management ITOM** will play a critical role in the **Business Service Mapping** team, focusing on the accuracy, integrity, and operational value of the **Configuration Management Database (CMDB)** within the ServiceNow platform.

This position will be based in **Atlanta** and will report directly to the **Senior Manager, Business Service Mapping** .

As a senior technical contributor, this role will work alongside other ITOM analysts to define how services are constructed and how infrastructure components (e.g., servers, databases, load balancers) support business services.

This role is essential for enabling real-time visibility into service topologies, ensuring data integrity across Configuration Items (CIs), and supporting service health monitoring through accurate service maps.

The ideal candidate will have deep expertise in N-tier application architectures, ServiceNow Discovery, and Service Mapping, with strong hands-on skills in pattern development, JavaScript, and data parsing techniques.

Your Role Accountabilities:

**Service Mapping & Pattern Development**

+ Design and develop custom **Service Mapping patterns** to accurately model business services and their dependencies.

+ Utilize **JavaScript** , **regular expressions** , **XPath** , and **JSON/XML parsing** to extract and normalize configuration data.

+ Collaborate with application and infrastructure teams to understand service architectures and translate them into accurate service maps.

**CMDB Data Integrity & Governance**

+ Ensure the **accuracy, completeness, and consistency** of CI data and relationships within the CMDB.

+ Perform **data audits** , resolve discrepancies, and enforce configuration management policies.

+ Use CMDB Health Dashboards and Data Certification to monitor and improve data quality.

**Discovery & Infrastructure Visibility**

+ Configure and optimize **ServiceNow Discovery** to identify infrastructure components and populate the CMDB.

+ Troubleshoot discovery issues and fine-tune probes and sensors using protocols such as **SSH, WMI, SNMP, HTTP** , and **JDBC** .

+ Manage and maintain **MID Server** configurations to support secure and scalable discovery operations.

**Collaboration & Stakeholder Engagement**

+ Partner with service owners, application teams, and platform architects to ensure accurate representation of services in the CMDB.

+ Act as a subject matter expert on service modeling and dependency mapping.

+ Provide training and guidance to stakeholders on CMDB usage and best practices.

**Continuous Improvement & Operational Support**

+ Identify opportunities to **automate CMDB maintenance** and improve service mapping efficiency.

+ Support incident, change, and problem management processes by ensuring accurate CI relationships.

+ Stay current with ServiceNow platform enhancements and ITOM best practices.

Qualifications & Experiences:

+ 8 + years of experience in IT operations, configuration management, or ITOM, with a focus on ServiceNow.

+ Proven experience with **ServiceNow CMDB** , **Discovery** , and **Service Mapping** .

+ Strong scripting skills in **JavaScript** , with experience in **pattern development** and **data parsing** .

+ Deep understanding of **N-tier application architectures** and enterprise infrastructure components.

+ Familiarity with **discovery protocols** (SSH, WMI, SNMP, HTTP) and **MID Server** configuration.

+ Excellent analytical, troubleshooting, and communication skills.

+ Bachelor’s degree in Computer Science , Information Systems, or a related field.

Not Required but preferred experience:

+ ServiceNow certifications (e.g., **Certified System Administrator** , **Discovery Implementation Specialist** , **Service Mapping Specialist** ).

+ ITIL Foundation or higher-level certifications.

+ Experience with cloud infrastructure (AWS, Azure, GCP) and hybrid environments.

+ Familiarity with DevOps and SRE practices.

**How We Get Things Done…**

This last bit is probably the most important! Here at WBD, our guiding principles are the core values by which we operate and are central to how we get things done.

You can find them at www.wbd.com/guiding-principles/ along with some insights from the team on what they mean and how they show up in their day to day.

We hope they resonate with you and look forward to discussing them during your interview.

**Championing Inclusion at WBD**

Warner Bros.

Discovery embraces the opportunity to build a workforce that reflects a wide array of perspectives, backgrounds and experiences.

Being an equal opportunity employer means that we take seriously our responsibility to consider qualified candidates on the basis of merit, without regard to race, color, religion, national origin, gender, sexual orientation, gender identity or expression, age, mental or physical disability, and genetic information, marital status, citizenship status, military status, protected veteran status or any other category protected by law.

If you’re a qualified candidate with a disability and you require adjustments or accommodations during the job application and/or recruitment process, please visit our accessibility page (https://careers.wbd.com/global/en/accessibility) for instructions to submit your request.

Required Skill Profession

Other General