Description

Lead the design and implementation of ServiceNow ITOM solutions, translating business requirements into functional architectures for Discovery, Service Mapping, Event Management, and CMDB governance.

This role is remote.

Responsibilities

• Conduct workshops with stakeholders to gather, analyze, and document business requirements (BRD/FSD/user stories).
• Design ITOM solutions including CMDB architecture, CSDM alignment, discovery patterns, and event correlation rules.
• Drive functional implementation, supporting MID Server setup, ServiceNow configuration, and validation with technical teams.
• Ensure data accuracy, normalization, and reconciliation in CMDB while maintaining CI relationships and service maps.
• Support UAT, functional testing, user training, and deployment activities to ensure business outcomes are met.

Required Skills

• 10+ years of ServiceNow experience with deep expertise in ITOM modules (Discovery, Service Mapping, Event Management, CMDB).
• Mandatory ServiceNow CSA (Certified System Administrator) certification.
• CIS-ITOM certification (Discovery, Service Mapping, or Event Management).
• Strong understanding of ITIL processes (Incident, Change, Problem) and CSDM model.
• Experience with infrastructure environments (servers, network, cloud) and data governance best practices.
• Functional consulting skills: requirement gathering, stakeholder management, and workshop facilitation.
• Basic technical awareness of MID Server architecture, REST/SOAP integrations, and platform capabilities.
• Bachelor’s degree in IT, Computer Science, or related field.

Preferred Skills

• ITIL Foundation Certification.
• Experience with Cloud Management and AIOps modules.

Key Skills

Education

Bachelor's degree