Description

Role Overview:

The ServiceNow ITOM Lead will be responsible for implementing and configuring ServiceNow ITOM modules, designing comprehensive solutions for infrastructure visibility and operational intelligence. This role involves integrating ITOM with CMDB, ITSM, and various third-party monitoring tools, as well as developing patterns, probes, and sensors to enhance discovery and service mapping capabilities. The lead will also focus on configuring event rules, alert correlation, and remediation workflows, leveraging automation and orchestration to streamline operational tasks.

Key Responsibilities:

• Implement and configure ServiceNow ITOM modules including Discovery, Service Mapping, Event Management, Orchestration/Automation, and Cloud Management.
• Design and develop end-to-end solutions for infrastructure visibility and operational intelligence.
• Integrate ITOM with CMDB, ITSM, and third-party monitoring tools (e.g., SolarWinds, Nagios, Splunk, Dynatrace).
• Develop patterns, probes, and sensors to enhance discovery and service mapping.
• Configure event rules, alert correlation, and remediation workflows.
• Work with automation/orchestration to streamline operational tasks.
• Ensure data integrity and governance for CMDB in alignment with ITOM processes.
• Collaborate with cross-functional teams to define requirements, deliver solutions, and provide technical guidance.
• Troubleshoot and resolve ITOM-related issues and optimize system performance.

Required Skills:

• Strong hands-on experience in Discovery, Service Mapping, and Event Management.
• Good knowledge of CMDB architecture, CSDM, and data modeling.
• Experience integrating ITOM with monitoring and cloud platforms (AWS, Azure, GCP).
• Proficiency in JavaScript, MID Server, and REST/SOAP integrations.
• Understanding of ITIL/ITSM processes.

Qualifications:

• 6–10 years of ServiceNow experience.
• At least 4–6 years of experience specifically in ITOM.

Preferred Skills:

• ServiceNow CSA and CIS-ITOM certification

Key Skills

Education

Any Graduate