Staff – APM Technical Analyst

Your New Role:
The Staff, APM Technical Analyst will play a critical role in the Business Service Mapping team, focusing on the maturity and governance of configuration data that enables accurate Application Portfolio Management (APM), Enterprise Architecture (EA), and Service modeling 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 individual contributor, this roleoperates at the intersection of ITOM, APM, and EAto mature how our organization models, governs, and leverages application, service, and integration data. It is responsible for building and maintaining the relationships and data structures that connect Business Applications, Application Services, and related CIs across the broader Common Service Data Model (CSDM) landscape and to adjacent modules such as Asset/SAM. The Staff, APM Technical Analysis will partner with Configuration Management, Application Owners, Service Architects, and the Enterprise Architecture organization to ensure that the CMDB reflects real-world technical and logical relationships, improving service visibility, impact analysis, and portfolio insights.

This role is ideal for a technically skilled and detail-oriented professional with a strong grasp of CSDM 4.0, ServiceNow CMDB, Software Asset Management (SAM), and EA concepts. The successful candidate will leverage ServiceNow’s latest features—including Digital Integration Management (DIM) and EA Workspace modeling—to build sustainable, scalable relationship frameworks that enable data reuse across ITSM, APM, SAM, and Service Portfolio processes.

Your Role Accountabilities:

CSDM Relationship Framework & Application Service Modeling

• Design and maintain relationship frameworks that connect Application Services to infrastructure CIs (via Service Mapping), Dynamic CI Groups, Services/Offerings, Capabilities, Catalog Items, Commitments, and Product/Technology Models.

• Implement and support service-aware architecture by leveraging EA Workspace to model business applications, integrations, and dependencies.

• Utilize ServiceNow Digital Integration Management (DIM) to catalog and map APIs, interfaces, integrations (providers/consumers, data direction, middleware) and data flows, relatingBusiness Applications and Information Objects to upstream/downstream systems and services.

• Ensure SAM/Asset data (software models, TRM lifecycle states) is associated to Business Applications and Application Services for holistic portfolio views.

• Align CMDB data structure to CSDM v4.0 and ensure consistency across all service modeling layers.

CMDB Data Governance & Process Maturity

• Define and enforce configuration management policies, CI lifecycle standards, relationship rules, and data certification schedules for Configuration Items (CIs) tied to APM/EA, including relationships between application services, business applications, and service offerings.

• Ensure completeness and accuracy of CMDB records related to APM and EA by leveraging dashboards, data certification, audits, and cleanup routines.

• Resolve data quality issues, and drive continuous improvement initiatives for relationship accuracy and completeness.

• Partner with ITOM peers to align discovery, service mapping patterns, and CI normalization with APM/EA data needs, while driving CMDB maturity through collaboration and resolving discrepancies in ownership, mapping, and classification.

• Recommend best practices for sustainable configuration governance and scalable data models.

Product Alignment 

• Support complex cross-process use cases spanning Asset Mgmt, Config Mgmt, SAM, and ITSM.

• Connect APM and EA data to ITSM records to improve incident, change, and problem management outcomes.(e.g., ensuring correct CI/service/offering selection). 

• Mature the Service/Offering model: link offerings to catalog items and commitments; relate services/offerings and business apps to capabilities for outcome-based reporting.

• Enrich APM and CMDB records with data from Software Asset Management (SAM) and Asset Management modules.

• Drive rationalization by aligning application records with technology models, software usage, and TRM lifecycle stages.

• Establish traceability between catalog items, offerings, and underlying services to improve operational insight.

Stakeholder Engagement & Enablement

• Collaborate closely with the Enterprise Architecture organization, to ensure alignment between EA data and the source-of-truth CMDB within ServiceNow.

• Provide guidance, training, and documentation on CSDM relationships, EA/DIM usage, and CMDB governance standards.

• Serve as a subject matter expert to project teams and internal stakeholders on CSDM alignment and CMDB/EA data best practices.

• Partner with Application Owners, Service Owners, and technical leads to maintainaccurate mappings and model enhancements.

• Serve as a liaison between ServiceNow EA module functionality and EA modeling needs—identifying data gaps, resolving sync issues, and ensuring both platforms reflect consistent, reliable architectural views.

• Understand and support the data integration between ServiceNow and EA, ensuring accurate synchronization of business applications, capabilities, and relationship mappings.

• Provide guidance to EA stakeholders on leveraging ServiceNow features (e.g., EA Workspace, DIM, CSDM relationships) to support enterprise modeling objectives.

• Participate in workshops, training, and user enablement sessions related to application and service modeling.

Continuous Improvement & Platform Advancement

• Stay current on ServiceNow release features (EA Workspace, DIM enhancements, data modeling tools) and propose pragmatic adoption plans. 

• Automate repeatable data maintenance (transform maps, Flow Designer, ATF, data certification) and streamline relationship creation/validation.

• Evaluate and pilot emerging ServiceNow capabilities such as EA Workspace modeling and DIM enhancements to expand modeling maturity.

• Drive automation of data maintenance and CMDB governance tasks using Flow Designer, IntegrationHub, and data certification.

• Contribute to the evolution of enterprise-wide service architecture strategies and service health reporting.

• Identify and support opportunities to streamline data modeling efforts, improve efficiency, and reduce manual effort.

Qualifications & Experiences:

• 8+ years of experience in IT operations, Configuration Management, or ITOM with strong exposure to ServiceNow CMDB and APM.

• Deep understanding of CSDM 4.0 and its application across CMDB, APM, EA, ITSM, and Service Portfolio Management.

• Experience with modeling application services, defining service layers, and maintaining data relationships across complex environments.

• Strong familiarity with ServiceNow EA (formerly APM), including EA Workspace and DIM for modeling APIs and application integrations.

• Understanding of Software Asset Management and ability to relate software model data to APM/EA.

• Ability to solve multi-domain use cases (CMDB, SAM, ITSM, Asset) and define scalable, sustainable data processes.

• Proven track record of working across technical and business teams to deliver accurate, actionable configuration data.

Preferred (Not Required):

• ServiceNow Certified System Administrator (CSA), Certified Implementation Specialist (APM, CMDB, or CSDM).

• TOGAF or other Enterprise Architecture certification.

• Experience with LeanIX or similar EA tools. 

• Experience with LeanIX (or similar EA repositories) and integration patterns between SNOW and EA tools.

• Experience in service modeling, API integration documentation, and application rationalization.

• Experience with Service Mapping pattern tuning and Discovery troubleshooting.

• Familiarity with Agile delivery, backlog grooming, and iterative data governance rollouts.

• Familiarity with agile methodologies, story writing, and backlog grooming in a platform context.