ServiceNow Configuration & Asset Management Engineer

Cooley is seeking a ServiceNow Configuration & Asset Management Engineer to join the Technology Platforms and Applications team.

Position summary: Cooley Technology embraces a culture of customer service excellence, and all members of the department are expected to move this agenda forward. We are dedicated to leveraging advanced technologies to optimize firm technical operations and deliver impactful business outcomes.

The ServiceNow Configuration & Asset Management Engineer is responsible for combining extensive experience in ServiceNow development with a strong understanding of Configuration Management Database ("CMDB"), Information Technology Operations Management ("ITOM"), and Information Technology Asset Management ("ITAM") functionalities. This role focuses on designing and implementing scalable solutions, maintaining data integrity, and ensuring the CMDB aligns with business objectives. Specific duties and responsibilities include, but are not limited to, the following:

Position responsibilities:

• Serve as the developer responsible for designing, implementing, and maintaining CMDB solutions
• Develop robust relationship mappings, maintain the data dictionary, and enforce governance policies to ensure data accuracy and stability
• Enhance the CMDB structure to support Information Technology Infrastructure Library ("ITIL") processes and business needs
• Design and implement application / scoped applications to meet ITOM and ITAM requirements
• Create custom workflows, policies, and scripts to improve automation and platform functionality
• Knowledge with custom widgets and Employee Center portals to enhance user experience
• Build and maintain integrations using REST, SOAP, JDBC, and MID Servers to bring accurate data into the CMDB from multiple sources
• Manage ServiceNow Discovery and Service Mapping to enrich Configuration Items (CIs) with comprehensive and reliable data
• Integrate and align CMDB with ITAM to track hardware, software, and cloud resources
• Automate asset lifecycle processes, ensuring seamless operations from procurement to decommissioning
• Define and monitor KPIs to measure CMDB health, data quality, and alignment with business goals.
• Develop custom dashboards and reports to provide actionable insights for Technology and business stakeholders
• Assist with maintaining ServiceNow Common Service Data Model ("CSDM")
• Work closely with the Technology and Platforms Applications management team to develop short and long-term strategies
• Work with various ServiceNow stakeholders, drive innovation, establish new approaches on improving productivity
• Ensuring 24/7 access to ServiceNow applications that are continually protected and on-line
• Constant tracking bugs, fixes, and testing of mission-critical applications
• Research anomalies and workarounds
• Design proper update and backup procedures, documentation of same, including functioning rollback plans
• Responsible for change control and coordination of the release management process for ServiceNow
• Evaluate and report on the health of firm's ServiceNow instances
• Ensureplatformalignmentwiththebusinessstrategy
• Provideconsultativetechnicalleadershiptotheplatformteam
• All other duties as assigned or required

Skills and experience:

Required:

• After orientation at Cooley LLP, exhibit proficiency in the Microsoft Office suite, iManage and other firm applications
• Ability to work extended and/or weekend hours, as required
• 4+ years direct applicable experience (e.g., technical-related experience specializing in ServiceNow architecture, implementations, design, and development)
• Senior candidates must have 6+ years direct applicable experience in the field performing exempt-level duties
• ServiceNow expertise (supporting modules, configuration changes, identify performance issues)
• Expertise and experience with ServiceNow and a focus on experience with discovery, and configuration management (CMDB)
• Extremely proficient in ServiceNow as well as experience in interpreting the AJAX/JavaScript code to identify where ServiceNow templates can be used versus customization
• Expertise with scripting languages such as JavaScript, Python, or PowerShell Web service proficiency (REST, SOAP) as well as XML and JSON knowledge
• AJAX and Javascript knowledge to interpret code and help provide customization advice
• ITIL understanding (change, incident, problem management), Hardware and Software Asset Management
• Strong understanding of SPM (Strategic Portfolio Management)
• Experience taking in requirements and coordinating with BA's and developers

Preferred:

• Bachelor'sdegreeor equivalent incomputerscienceor related information systems experience
• Advanced degree in related disciplines
• Familiarity with IS infrastructure, hybrid cloud environments, and the challenges of maintaining an accurate and effective CMDB
• Strong technical writing and documentation experience
• Prior law firm experience
• ServiceNow certifications (e.g., CSA, ITOM Implementation Specialist, CAD)
• Experience with ITIL frameworks and operational best practices
• Extensive experience as a ServiceNow developer, with proficiency in scoped application development, platform customization, and scripting (JavaScript, Glide API)
• Strong knowledge of ServiceNow ITOM (Discovery, Service Mapping) and ITAM modules
• Proven ability to design and manage integrations with external systems using REST, SOAP, and custom connectors
• In-depth understanding of CMDB data models, relationship mapping, and governance
• Expertise in asset lifecycle automation and alignment with ITIL processes

Competencies:

• Outstanding problem solver and ability to lead by example
• Strong quantitative, analytical, strategic thinking and orientation to detail
• Relies on experience and judgment to plan and accomplish goals
• Exceptional customer service,initiative, and get-it-done attitude
• Self-motivated with a strong desire to contribute to the success of the department and company
• Communicate effectively at all levels within the organization
• Flexible and agile, ability to reprioritize with changes in the business
• Ability to work independently and under pressure in a fast-paced environment
• Ability to meet deadlines and effectively complete operational and project-based assignments
• Strong organizational skills including time and task management
• Attributes expected of all candidates include responsibility, honesty, reliability, initiative, patience, attention to detail, determination, taking pride in one's work, and a desire to learn
• Interpersonal skills necessary to interact and work productively as part of the Information Systems team, delivering high quality services to the firm and our clients
• Excellent spoken and written communication as well as receptive listening skills, with ability to present complex ideas in a clear, concise fashion to technical and non-technical audiences
• Service oriented mentality, high sense of ownership of the problems and requests assigned, focus on managing and resolving issues in a timely fashion, establishing, and maintaining communication with technology customers to keep them updated with status of their requests, initiating, and performing changes on the production systems and proactively escalating any issues that cannot be resolved within the established timeframes

Cooley offers a competitive compensation and excellent benefits package and is committed to fair and equitable employment practices.

EOE.

The expected annual pay range for this position with a full-time schedule is $110,000 - $155,000. Please note that final offer amount will be dependent on geographic location, applicable experience and skillset of the candidate. Senior level candidates may be considered for this position and would be eligible for a higher salary range based on experience.

We offer a full range of elective benefits including medical, health savings account (with applicable medical plan), dental, vision, health and/or dependent care flexible spending accounts, pre-tax commuter benefits, life insurance, AD&D, long-term care coverage, backup care for children and/or adults and other parental support benefits. In addition to elective benefit options, benefited employees receive firm-paid life insurance, AD&D, LTD, short term medical benefits as well as 21 days of Paid Time Off ("PTO") and 10 paid holidays each year. We provide generous parental leave and fertility benefits. New employees will attend a detailed benefit orientation to learn more about our many benefits and resources.