Description

2. Key Responsibilities

A. Requirement Gathering & Stakeholder Management

•       Conduct workshops with business and IT stakeholders

•       Gather, analyze, and document business requirements (BRD/FSD/user stories) 

•       Translate business needs into functional ServiceNow ITOM solutions

•       Act as the primary interface between client/business and technical teams

ITOM Solution Design

•       Design solutions across ITOM modules: 

o   Discovery

o   Service Mapping

o   Event Management

o   CMDB / CSDM

o   Cloud Management / AIOps 

•       Define CMDB architecture, data models, and governance rules

•       Ensure alignment with ITIL processes (Incident, Change, Problem)

Implementation Support & Functional Ownership

•       Drive implementation of ITOM solutions with technical teams

•       Support configuration and validation of: 

o   MID Server setup

o   Discovery patterns, probes, sensors

o   Event correlation rules

•       Ensure solution meets functional requirements and business outcomes 

CMDB & Data Governance

•       Ensure data accuracy, normalization, and reconciliation in CMDB

•       Maintain CI relationships and service maps

•       Drive CMDB health dashboards and audits 

Testing, Deployment & Training

•       Support UAT and functional testing

•       Validate business scenarios and workflows

•       Provide user training and documentation

•       Assist in deployment, go-live, and hypercare

Continuous Improvement & Advisory

•       Perform ITOM maturity assessments

•       Recommend automation and operational improvements

•       Advise clients on best practices, scalability, and optimization 

3. Required Skills

Core ITOM Skills

•       Strong expertise in: 

o   Discovery

o   Service Mapping

o   Event Management

o   CMDB / CSDM

•       Understanding of infrastructure (servers, network, cloud environments) 

Functional Consulting Skills

•       Requirement gathering & business analysis

•       Stakeholder management and workshop facilitation

•       Process design aligned with ITIL

•       Documentation (BRD, FSD, process flows)

Technical Awareness (Expected for Functional Role)

•       Basic knowledge of: 

o   MID Server architecture

o   Integrations (REST/SOAP, monitoring tools)

o   ServiceNow platform capabilities

•       Collaboration with developers for implementation

Soft Skills

•       Strong communication and presentation skills

•       Problem-solving & analytical thinking

•       Client-facing consulting experience

•       Ability to work across global teams

4. Qualifications & Certifications

Mandatory

•       Bachelor’s degree in IT / Computer Science / related field

•       6–10+ years of ServiceNow experience (based on level)

Mandatory Certifications

•       ServiceNow CSA (Certified System Administrator) - Mandatory

•       CIS-ITOM (Discovery / Service Mapping / Event Mgmt.)

•       ITIL Foundation Certification 

Key Skills

Education

Bachelor's degree