ITOM & ITAM Pod - Software Engineer III

Department Overview

This opportunity is part of the Global Technology Enterprise Products & Platforms (EPP) team, focused on Enterprise Service Management (ESM) and the strategic scaling and architecture of ServiceNow IT Operations Management (ITOM) and IT Asset Management (ITAM) capabilities across McDonald’s global enterprise.

The Software Engineer III – ServiceNow ITOM & ITAM is a hands-on senior technical lead, product delivery owner, and operations architecture specialist responsible for spearheading the end-to-end technical strategy, design, and execution of McDonald’s global ITOM, ITAM, and CMDB/CSDM foundations within the ServiceNow Golden Instance. This role leads the design of automated enterprise discovery across multi-cloud and on-premises environments, AIOps/Event Management correlation, automated Service Mapping, and comprehensive Software/Hardware Asset Management lifecycles. Serving as a senior individual contributor and technical mentor, the Software Engineer III partners with Infrastructure Leaders, Cloud Architects, Cybersecurity, and ESM Leadership to establish accurate operational visibility, reduce MTTR, optimize software license spend, and ensure robust platform governance.

Duties

• Own technical direction and delivery for the ITOM/ITAM engineering pod.
• Define architecture, data models, integrations, and governance for Discovery, Service Mapping, Event Management, AIOps, HAM Pro, and SAM Pro.
• Establish CSDM 4.0 and IRE standards to prevent CMDB duplication and protect data integrity.
• Lead design reviews, architecture sessions, and code-quality audits.
• Scale Discovery and ACC across AWS, GCP, Azure, data centres, and restaurant edge environments.
• Build custom discovery patterns, SNMP/WMI extensions, and probe/sensor scripts for complex technologies.
• Design Event Management and AIOps capabilities for alert correlation, anomaly detection, metric ingestion, and automated remediation.
• Govern top-down and tag-based Service Mapping for critical applications.
• Architect enterprise HAM and SAM Pro solutions integrating procurement, publisher packs, and SaaS licence tracking.
• Automate reconciliation, entitlement, compliance reporting, and cost-optimisation workflows.
• Apply HealthScan best practices, minimise customisation, and maximise out-of-the-box capabilities.
• Lead readiness, regression testing, and validation for major ServiceNow upgrades.
• Maintain strong CMDB completeness, correctness, and compliance scores.
• Coach engineers in discovery patterns, script optimisation, and IRE architecture.
• Serve as the senior escalation point for discovery failures, CMDB corruption, and event-processing bottlenecks.

Qualifications

• Bachelor’s degree in Computer Science, Information Systems, Systems Engineering, or related technical field; Master’s degree preferred.
• 8+ years of progressive experience in ServiceNow platform engineering and IT operations delivery (or 6+ years with a Master’s degree), including substantial experience architecting and leading enterprise ITOM and ITAM implementations in Fortune 500 environments.
• Expertise in ServiceNow Discovery, Service Mapping, Event Management, MID Server, ACC, SAM Pro, and HAM Pro.
• Advanced JavaScript, Flow Designer, Integration Hub, REST/SOAP APIs, RegEx, JSON/XML, PowerShell, and SSH skills.
• Strong knowledge of CSDM 4.0, IRE, CMDB architecture, licence models, and software asset normalisation.
• Proven experience architecting enterprise ITOM/ITAM solutions, leading Agile teams, and applying ITIL v4 practices.

Certifications (Required / Preferred)

• ServiceNow Certified System Administrator (CSA) – Required
• ServiceNow Certified Implementation Specialist – Discovery (CIS-Discovery) – Required
• ServiceNow Certified Implementation Specialist – Event Management (CIS-EM) or SAM (CIS-SAM) – Required
• ServiceNow Certified Technical Architect (CTA) or Certified Master Architect (CMA) – Strongly Preferred
• ITIL v3 / v4 Managing Professional – Preferred