We are the leading provider of professional services to the middle market globally, our purpose is to instill confidence in a world of change, empowering our clients and people to realize their full potential. Our exceptional people are the key to our unrivaled, culture and talent experience and our ability to be compelling to our clients. You’ll find an environment that inspires and empowers you to thrive both personally and professionally. There’s no one like you and that’s why there’s nowhere like RSM.
Responsibilities
- Facilitate ITOM-focused discovery workshops to understand client infrastructure, service mapping needs, event management processes, and CMDB maturity
- Define and communicate a clear ITOM vision and roadmap, aligning ServiceNow capabilities (Discovery, Service Mapping, Event Management, CMDB) with client business and operational objectives
- Own and manage the ITOM product backlog, prioritizing features such as infrastructure discovery, service mapping, event correlation, and CMDB data quality improvements
- Collaborate with stakeholders to identify dependencies across ITOM modules (e.g., Discovery → CMDB → Event Management) and drive logical implementation sequencing
- Act as a strategic advisor to optimize IT operations through automation, visibility, and service health insights
- Lead sprint planning, backlog refinement, and reviews with a focus on iterative ITOM capability delivery
- Analyze existing infrastructure and operational processes to identify opportunities for monitoring optimization, event reduction, and improved service visibility
- Serve as the primary liaison between technical teams and business stakeholders, ensuring alignment on ITOM strategy, architecture, and outcomes
- Drive stakeholder buy-in for CMDB governance, data models, and operational workflows
- Ensure delivery of scalable solutions that support cloud, hybrid infrastructure, and modern monitoring ecosystems
Required Qualifications
- 5–7 years of ServiceNow experience, including ServiceNow Administrator Certification
- Hands-on experience implementing and supporting ServiceNow ITOM modules (Discovery, CMDB, Service Mapping, Event Management)
- Experience as a Business Analyst or Systems Analyst supporting ITOM implementations and operational improvements
- 3–5 years of client-facing experience in a consulting or advisory role, with strong stakeholder management skills
- 3+ years working in Agile environments (Scrum, SAFe), preferably delivering ServiceNow or ITOM solutions
- Strong understanding of infrastructure environments (on-prem, cloud, hybrid) and how they relate to ServiceNow ITOM
- Proven experience with CMDB design, data modeling, governance, and data quality management
- Experience with event correlation, monitoring tools integration, and operational intelligence concepts
- Demonstrated ability to perform business and technical requirements analysis, process mapping, and solution design
- Strong knowledge of ITIL/ITSM principles, especially as they relate to IT operations and service visibility
Preferred Qualifications
- ITIL Foundation Certification
- ServiceNow ITOM-specific certifications (e.g., Discovery, Service Mapping, or Event Management)
- Experience integrating ServiceNow with monitoring and observability tools (e.g., SolarWinds, Dynatrace, Splunk, etc.)
- Familiarity with AIOps, event correlation strategies, and operational analytics
- Knowledge of cloud platforms such as AWS, Azure, or GCP in the context of ITOM
- Understanding of DevOps practices and their intersection with IT operations and monitoring
- Experience with frameworks such as COBIT, LeanIT, or enterprise architecture methodologies
At RSM, we offer a competitive benefits and compensation package for all our people. We offer flexibility in your schedule, empowering you to balance life’s demands, while also maintaining your ability to serve clients. Learn more about our total rewards at https://rsmus.com/careers/working-at-rsm/benefits.
All applicants will receive consideration for employment as RSM does not tolerate discrimination and/or harassment based on race; color; creed; sincerely held religious beliefs, practices or observances; sex (including pregnancy or disabilities related to nursing); gender; sexual orientation; HIV Status; national origin; ancestry; familial or marital status; age; physical or mental disability; citizenship; political affiliation; medical condition (including family and medical leave); domestic violence victim status; past, current or prospective service in the US uniformed service; US Military/Veteran status; pre-disposing genetic characteristics or any other characteristic protected under applicable federal, state or local law.
Accommodation for applicants with disabilities is available upon request in connection with the recruitment process and/or employment/partnership. RSM is committed to providing equal opportunity and reasonable accommodation for people with disabilities. If you require a reasonable accommodation to complete an application, interview, or otherwise participate in the recruiting process, please call us at 800-274-3978 or send us an email at [email protected].
RSM does not intend to hire entry level candidates who will require sponsorship now OR in the future (i.e. F-1 visa holders). If you are a recent U.S. college / university graduate possessing 1-2 years of progressive and relevant work experience in a same or similar role to the one for which you are applying, excluding internships, you may be eligible for hire as an experienced associate.
RSM will consider for employment qualified applicants with arrest or conviction records. For those living in California or applying to a position in California, please click here for additional information.
At RSM, an employee’s pay at any point in their career is intended to reflect their experiences, performance, and skills for their current role. The salary range (or starting rate for interns and associates) for this role represents numerous factors considered in the hiring decisions including, but not limited to, education, skills, work experience, certifications, location, etc. As such, pay for the successful candidate(s) could fall anywhere within the stated range.
Compensation Range: $95,400 - $192,000Individuals selected for this role will be eligible for a discretionary bonus based on firm and individual performance.
Top Skills
Similar Jobs
What you need to know about the Charlotte Tech Scene
Key Facts About Charlotte Tech
- Number of Tech Workers: 90,859; 6.5% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Lowe’s, Bank of America, TIAA, Microsoft, Honeywell
- Key Industries: Fintech, artificial intelligence, cybersecurity, cloud computing, e-commerce
- Funding Landscape: $3.1 billion in venture capital funding in 2024 (CED)
- Notable Investors: Microsoft, Google, Falfurrias Management Partners, RevTech Labs Foundation
- Research Centers and Universities: University of North Carolina at Charlotte, Northeastern University, North Carolina Research Campus
