Job Overview
We are seeking an experienced ServiceNow ITOM Consultant / Developer to design, implement, configure, and support ServiceNow IT Operations Management solutions.
The ideal candidate will have strong hands-on experience across ServiceNow ITOM, Discovery, Service Mapping, Event Management, CMDB, and IntegrationHub, with the ability to work closely with infrastructure, cloud, application, and business teams.
The candidate will be responsible for implementing ITOM solutions that improve infrastructure visibility, service health monitoring, event correlation, configuration management, and operational efficiency across enterprise environments.
Key Responsibilities
- Design, configure, implement, and support ServiceNow ITOM solutions.
- Implement and maintain ServiceNow Discovery across on-premises, cloud, and hybrid environments.
- Configure and maintain Service Mapping to establish application-to-infrastructure relationships.
- Develop and maintain CMDB structures, CI relationships, identification rules, reconciliation rules, and data sources.
- Configure Event Management for monitoring infrastructure, applications, databases, networks, and cloud environments.
- Configure event connectors, event rules, alert management, event correlation, and automated remediation.
- Integrate ServiceNow ITOM with monitoring and infrastructure tools such as SolarWinds, Splunk, Dynatrace, AppDynamics, Azure Monitor, AWS CloudWatch, SCOM, BMC, and other third-party platforms.
- Develop and maintain MID Servers, including installation, configuration, troubleshooting, and upgrades.
- Configure Discovery patterns, probes, sensors, classifiers, credentials, and schedules.
- Troubleshoot Discovery failures and improve Discovery accuracy and coverage.
- Build and maintain Service Mapping patterns and troubleshoot mapping issues.
- Implement CMDB Health processes and improve data quality, completeness, correctness, and compliance.
- Configure Service Graph Connectors and other CMDB data ingestion mechanisms where required.
- Develop integrations using REST/SOAP APIs, IntegrationHub, web services, and import sets.
- Automate ITOM operational processes using Flow Designer, Business Rules, Script Includes, Scheduled Jobs, and client/server-side scripting.
- Develop custom solutions using JavaScript within the ServiceNow platform.
- Work with infrastructure and cloud teams to onboard new technologies into ServiceNow Discovery and Event Management.
- Support ITOM upgrades, enhancements, releases, and production deployments.
- Analyze technical requirements and translate them into scalable ServiceNow solutions.
- Participate in architecture, design, development, testing, deployment, and production support activities.
- Create technical documentation, configuration documents, integration specifications, and operational procedures.
- Collaborate with ServiceNow administrators, developers, architects, infrastructure engineers, application teams, and business stakeholders.
- Follow ServiceNow development best practices and governance standards.
Required Skills
- Strong hands-on experience with ServiceNow ITOM.
- Strong experience with ServiceNow Discovery.
- Strong experience with ServiceNow Service Mapping.
- Strong knowledge of CMDB and Configuration Management principles.
- Experience with Event Management and event correlation.
- Experience configuring and troubleshooting MID Servers.
- Strong knowledge of ServiceNow CSDM and CMDB data models.
- Experience with Discovery Patterns, Probes, Sensors, Classifiers, and Credentials.
- Experience with ServiceNow integrations and IntegrationHub.
- Strong JavaScript development skills.
- Experience with REST/SOAP APIs.
- Experience with ServiceNow Flow Designer, Business Rules, Script Includes, UI Policies, and Scheduled Jobs.
- Understanding of ITIL processes and IT service management concepts.
- Strong troubleshooting and analytical skills.
- Excellent communication and stakeholder-management skills.
Preferred Skills
- ServiceNow Certified System Administrator (CSA).
- ServiceNow Certified Implementation Specialist – ITOM.
- ServiceNow CIS-Discovery certification.
- ServiceNow CIS-Service Mapping certification.
- ServiceNow CIS-Event Management certification.
- Experience with Service Graph Connectors.
- Experience with ITOM Visibility and ITOM Health.
- Experience with Operational Intelligence.
- Experience with cloud environments such as AWS, Azure, or Google Cloud Platform.
- Knowledge of networking, servers, databases, containers, Kubernetes, and virtualization technologies.
- Experience with Docker/Kubernetes discovery.
- Experience with CI/CD and DevOps environments.
- Experience with automated remediation and orchestration.
Technical Environment
ServiceNow: ITOM, Discovery, Service Mapping, Event Management, CMDB, Service Graph, IntegrationHub, Flow Designer, MID Server
Cloud: AWS, Azure, Google Cloud Platform
Monitoring: Splunk, Dynatrace, AppDynamics, SolarWinds, SCOM, CloudWatch, Azure Monitor
Integration: REST, SOAP, APIs, IntegrationHub, Import Sets, Web Services
Development: JavaScript, Glide APIs, Business Rules, Script Includes, Scheduled Jobs, Flow Designer
Infrastructure: Windows, Linux/Unix, VMware, Databases, Networking, Containers, Kubernetes
Education
Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field preferred.
Equivalent professional experience may be considered.
Experience
5+ years of experience working with ServiceNow.
3+ years of hands-on experience in ServiceNow ITOM.
Strong implementation experience in Discovery, Service Mapping, Event Management, and CMDB.
Experience working in enterprise-scale ServiceNow environments is preferred.