Senior CMDB Engineer - ServiceNow HAM/SAM - Genesys

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

This role Senior CMDB Engineer - ServiceNow is responsible for designing, implementing, maintaining, and improving Configuration Management Database (CMDB), Hardware Asset Management (HAM), and Software Asset Management (SAM) capabilities within the ServiceNow platform. The Senior CMDB Engineer - ServiceNow ensures the accuracy, integrity, and operational value of configuration and asset data across the enterprise while supporting governance, automation, discovery, and lifecycle management initiatives.

The role partners closely with infrastructure, cloud, security, procurement, and platform teams to ensure CMDB and asset management processes are scalable, reliable, and aligned with enterprise standards and operational objectives. This role also supports alignment with the ServiceNow Common Service Data Model (CSDM) to enable standardized service-aware operations and enterprise data consistency.

Key Responsibilities

• D esign, configure, and maintain ServiceNow CMDB, HAM, and SAM capabilities following platform and governance standards.
• Support and enhance ServiceNow Discovery, Service Mapping, and Asset Management processes to improve data quality and operational visibility.
• Support and maintain alignment of the CMDB and related data structures with the ServiceNow Common Service Data Model (CSDM) , ensuring standardized relationships and accurate representation of business applications, technical services, and infrastructure components.
• D evelop and maintain integrations between ServiceNow and external systems to support asset lifecycle management, inventory reconciliation, and configuration data synchronization.
• Monitor and improve CMDB health, including completeness, accuracy, compliance, relationship integrity, and governance metrics.
• Implement and support governance controls, reconciliation rules, normalization, and data certification processes.
• Collaborate with infrastructure, cloud, security, procurement, and operations teams to ensure configuration and asset data aligns with enterprise operational requirements.
• Support software asset lifecycle activities including entitlemen