Senior Engineer, IT System Operations

Job description

Work with a Top 20 CPA and advisory firm that Accounts for Anything. Aprio has 40 U.S. office locations, as well as international office locations and more than 3,200 team members that speak 60+ languages across the globe. By bringing together proven expertise, deep understanding, and strategic foresight for fast-growing industries, Aprio ensures clients are prepared for wherever life or business may take them. Discover a top-rated culture, vast growth opportunities and your next big career move with Aprio. Join Aprio's **Information Technology**team and you will help clients maximize their opportunities. Aprio is a progressive, fast-growing firm looking for a **Senior, IT System Operations** to join their dynamic team. The ServiceNow CMDB & IT Asset Management Engineer is responsible for the design, implementation, governance, and continuous improvement of Aprio's Configuration Management Database (CMDB) and IT Asset Management (ITAM) practice within ServiceNow. Reporting to the Manager, IT Systems Operations, this role ensures that configuration and asset data is accurate, complete, and trusted — providing the foundation for Incident, Problem, Change, and Service Management, and supporting the firm's security, compliance, and cost-management objectives. This position plays a central part in Aprio's ITSM platform modernization, including the implementation and ongoing administration of ServiceNow and the migration of configuration and asset data from the firm's current SolarWinds environment. The engineer will establish automated discovery and reconciliation across the firm's endpoint, security, and observability tooling to deliver a single, authoritative source of truth for IT assets and configuration items. ### Position Responsibilities: **CMDB Architecture & Governance** - Design, build, and maintain the CMDB in alignment with the ServiceNow Common Service Data Model (CSDM), including CI classes, attributes, and relationships. - Establish and enforce CMDB governance — data ownership, CI lifecycle states, naming conventions, and CMDB health policies covering completeness, correctness, and compliance. - Monitor CMDB health through dashboards and KPIs; identify and remediate duplicate, orphaned, stale, and misclassified configuration items. **Discovery & Integrations** - Configure and maintain ServiceNow Discovery, MID Servers, and Service Graph Connectors to automatically populate and update configuration items. - Build and manage integrations that ingest and reconcile asset and configuration data from sources such as Microsoft Intune, SentinelOne, and Dynatrace into the CMDB. - Administer the Identification and Reconciliation Engine (IRE), reconciliation rules, data source precedence, and transform maps to prevent data conflicts and preserve data integrity. **IT Asset Management (Hardware & Software)** - Own the hardware and software asset lifecycle — from request and procurement through deployment, maintenance, and retirement or disposal. - Administer Hardware Asset Management (HAM) and Software Asset Management (SAM Pro), including software models, license entitlements, allocation, reclamation, and license compliance. - Manage contracts, warranties, purchase orders, and vendor/publisher data; track asset costs and support software true-ups, renewals, and audits. **Data Quality & Reconciliation** - Define and operate reconciliation processes across endpoint management, security, and observability platforms to maintain a single source of truth as data transitions from SolarWinds to ServiceNow. - Develop data normalization routines, audit checks, and exception handling; measure, report, and continuously improve data quality metrics. **ITSM Process Enablement** - Partner with Incident, Problem, and Change Management to ensure CI relationships accurately support impact analysis, blast-radius assessment, and change risk evaluation. - Support service mapping and the definition of business services, application services, and their dependencies. **Reporting, Dashboards & Analytics** - Build reports, dashboards, and Performance Analytics to surface CMDB health, asset compliance, and lifecycle KPIs for IT leadership and stakeholders. **Governance, Security & Compliance** - Ensure configuration and asset practices align with Aprio's IT Asset Management Standard and applicable security and compliance requirements (e.g., SOC 2). - Provide accurate, timely asset and CI data to support audits, risk management, and security operations. - Document standard operating procedures, runbooks, and governance standards, and contribute to the ongoing maturity of the ITSM program. ### Qualifications: - Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent professional experience. - 3-5+ years of IT experience, with at least 2-3 years focused on ServiceNow CMDB and/or IT Asset Management. - Hands-on experience with the ServiceNow CMDB, CSDM, Discovery, and the Identification and Reconciliation Engine (IRE). - Working knowledge of ITAM disciplines (HAM and SAM), software licensing models, and end-to-end asset lifecycle management. - Experience integrating third-party data sources into ServiceNow using REST/SOAP, IntegrationHub, MID Servers, and import sets/transform maps. - Solid understanding of ITIL / ITSM processes — Incident, Problem, Change, and Configuration Management. - Strong data analysis skills, attention to detail, and a demonstrated commitment to data quality. **Preferred Qualifications** - ServiceNow certifications: CIS - Discovery, CIS - Hardware Asset Management, CIS - Software Asset Management, Certified System Administrator (CSA), or Certified Application Developer (CAD). - ITIL 4 Foundation certification. - Experience migrating from another ITSM platform (e.g., SolarWinds Service Desk) to ServiceNow. - Familiarity with endpoint, security, and observability tooling such as Microsoft Intune, SentinelOne, and Dynatrace. - Scripting proficiency: JavaScript/Glide, PowerShell, and REST API integration. - Experience working in a regulated or professional services environment. **Technical Skills** - **ServiceNow:** CMDB, CSDM, Discovery, IRE, ITOM, HAM, SAM Pro, Flow Designer / IntegrationHub, Performance Analytics. - **Integration & Data:** REST/SOAP APIs, MID Server, import sets, transform maps, SQL, data normalization. - **Scripting:** JavaScript (Glide), PowerShell. - **Adjacent Tooling:** Microsoft Intune, SentinelOne, Dynatrace, SolarWinds Service Desk. **Core Competencies** - Analytical thinking and structured problem-solving. - Meticulous attention to detail and data accuracy. - Clear written and verbal communication with technical and non-technical audiences. - Strong cross-functional collaboration across IT operations, security, and service management teams. - Ownership, accountability, and a continuous-improvement mindset. ### Work Environment Atlanta, GA — hybrid work arrangement in accordance with firm policy. Occasional after-hours availability may be required to support scheduled change windows and platform maintenance.