ServiceNow Technical Lead – ITOM

Summary: The ServiceNow Technical Lead – ITOM role focuses on managing and optimizing the Configuration Management Database (CMDB) and discovery processes within an IT environment. The position requires collaboration with stakeholders to ensure data quality and accuracy while supporting ITSM processes and tool administration. The role is remote and offers an 18-month contract with potential for extension. The ideal candidate will have a strong background in ITOM and relevant certifications.

Key Responsibilities:

• Manage CMDB: Plan, manage, and control the CMDB to ensure the accuracy of configuration data and proper reporting.
• Discovery Processes: Oversee and optimize discovery processes and define discovery schedules to maintain up-to-date and accurate CI data. Validate all IP ranges are discovered and fix the error to make CI discoverable.
• Data Integration: Integrate CMDB with other asset management systems and external data sources including and not limiting to Intune, Orbus, HP, etc.
• Data Quality Analysis: Conduct data quality analysis, provide recommendations, and implement approved solutions to address data quality issues & maintain CMDB accuracy at 99%.
• Configuration Item Review: Manage CI review attestations to ensure accuracy and completeness of undiscoverable configuration items. Manage CI class & ensure accuracy.
• Stakeholder Collaboration: Work with stakeholders and CI data owners to maintain CMDB data quality.
• Process Improvement: Continuously improve automation and maintenance processes for non-discoverable data attributes.
• Configuration Audits: Assist in conducting configuration audits and reconciliation to ensure CMDB accuracy.
• Support ITSM Processes: Collaborate with other ITSM processes to understand new requirements and identify how configuration management can support them.
• Tool Administration: Support and administer tools for configuration and asset management, including ServiceNow Discovery and additional applications or modules as assigned.
• Device Warranty Updation and maintenance: Ensure all devices are updated with their warranty, Start/End date, create reports and mails to proactively inform about expiry.
• Service Mapping and App Dependency mapping: Maintain updated SM and ADM leading to identifying accurate device ACA. In case required create automated Service mapping.
• Ensure complete implementation of ITOM: Maintain the current Service Mapping and fix the issue and anything and everything related to CMDB operations including maintain updation of Dashboards.

Key Skills:

• Education: Bachelor’s degree in information technology, Computer Science, or a related field, or equivalent experience.
• Required Professional Certifications: CSA, CMDB, ITOM.
• Experience: Proven experience in managing CMDB and discovery processes, preferably with ServiceNow (approx. 3-5 years experience).
• Skills: Strong knowledge of discovery tools and scripting (e.g., JavaScript, PowerShell), data integration through APIs, and multisource discovery.
• Analytical Skills: Ability to conduct data quality analysis and provide actionable recommendations.
• Communication: Excellent communication skills to work effectively with cross-functional teams and stakeholders.
• Problem-Solving: Strong problem-solving skills to address data quality issues and improve processes.

Salary (Rate): undetermined

City: undetermined

Country: India

Working Arrangements: remote

IR35 Status: undetermined

Seniority Level: undetermined

Industry: IT