ESM Architect

Role/Title: ServiceNow Senior Developer

Location: Denver, CO

Role purpose

Provide subject-matter expertise for ServiceNow, recovering its true business entities and process flows and delivering reliable, well-governed API-based extraction into the Bronze layer for onward modelling to Gold.

Key responsibilities:

Document the ServiceNow data model (CMDB, incident, change, request, task, CI relationships) as configured at Client Side.

Reconstruct the underlying business processes — ITSM/ITIL flows in ServiceNow — and document where customization has altered standard behavior.

Design and specify API-based extraction patterns, addressing incremental/CDC extraction, pagination, rate and API limits, bulk interfaces, authentication, and deleted-record handling.

Produce Bronze → Silver → Gold source-to-target mappings, including picklist and reference-data normalization and documented data-quality defects.

Define ServiceNow's contribution to DNA crosswalk keys (Customer/Account, Site, Asset/CI, Employee) and resolve identifier conflicts across systems.

Define data-quality gates and confidence scoring for service-management KPIs and steward them through certification.

Support pipeline development, observability, and automated testing for the ServiceNow source system.

Required qualifications and experience:

5+ years with ServiceNow in a data, integration, or platform capacity, with genuine hands-on depth.

Practical experience with the ServiceNow Table and REST APIs, including rate-limit management.

Demonstrated ability to design reliable incremental extraction from SaaS platforms into a data lake or warehouse.

Strong SQL and data-profiling skills; ability to reverse-engineer heavily customized SaaS configurations.

Understanding of ITSM/CMDB practice.

Preferred qualifications

• ServiceNow platform certifications.

• Experience with Fabric, Databricks, Azure Data Factory or comparable ingestion tooling.

• CMDB governance or CI data-quality remediation experience.

• Familiarity with Microsoft Purview or comparable catalog tooling.

• Programme deliverables owned

• ServiceNow entity and process-flow documentation.

• API extraction design and specification for ServiceNow.

• Source-to-target mapping specifications and DNA key contributions.

• Service-management KPI definitions and certification evidence.