ServiceNow ITOM Specialist

Role Summary

Design, configure, implement, and support ServiceNow IT Operations Management capabilities to improve infrastructure visibility, CMDB accuracy, service health, event management, and operational automation across on-premises and cloud environments.

Key Responsibilities

• Configure and enhance ITOM capabilities including Discovery (on-premises and cloud), Service Mapping, Event Management, and operational health workflows.
• Implement and maintain MID Servers (sizing, placement, clustering, failover), credentials, discovery schedules, behaviors, patterns, probes, and sensors.
• Configure Cloud Discovery for AWS, Azure, and/or GCP using service accounts, and onboard data through Service Graph Connectors (e.g., SCCM, Intune, AWS, Azure).
• Govern CMDB data quality using the Identification and Reconciliation Engine (IRE), reconciliation rules, data source precedence, deduplication, and CMDB Health dashboards, aligned to CSDM.
• Build and maintain top-down, tag-based, and traffic-based service maps, entry points, and CI relationships.
• Integrate monitoring tools (e.g., SCOM, SolarWinds, Datadog, Dynatrace, Splunk) with Event Management; configure event rules, alert rules, CI binding, correlation, and auto-incident creation into ITSM.
• Automate operational tasks using Flow Designer, IntegrationHub, and Orchestration activities.
• Troubleshoot Discovery (ECC queue, discovery logs, classification/identification failures), CMDB, event-correlation, and service-mapping issues.
• Partner with infrastructure, cloud, network, security, and application teams to secure access (firewall ports, credentials, vaults) and improve operational visibility.
• Support upgrades, regression testing, documentation, operational runbooks, and platform standards.

Required Qualifications & Skills

• 4+ years of ServiceNow experience, including 3+ years of hands-on ITOM implementation (higher for L3/L4).
• Hands-on configuration of Discovery, Service Mapping, and Event Management, not only support of existing setups.
• Strong understanding of CMDB, CSDM, IRE, and CMDB data-governance practices.
• Working knowledge of Windows/Linux, networking (TCP/IP, DNS, SNMP, load balancers), virtualization, and cloud infrastructure.
• Experience with MID Servers, REST APIs, integrations, and scripting in JavaScript (Glide APIs) plus PowerShell and/or shell.
• Strong troubleshooting and analytical skills.

Preferred Qualifications

• ServiceNow Certified System Administrator (CSA).
• CIS-Discovery, CIS-Service Mapping, and/or CIS-Event Management.
• Experience with AWS, Azure, VMware, credential vaults (e.g., CyberArk), and monitoring/AIOps platforms.
• Exposure to Health Log Analytics, Metric Intelligence, Certificate Management, or Cloud Insights.

Level & Experience
We are hiring at multiple levels; final level/salary is based on interview performance.

• L2 (3-5 yrs): Independently configures and troubleshoots Discovery, MID Servers, Service Mapping and Event Management integrations.
• L3 (5-8 yrs): Leads ITOM workstreams, owns CMDB data governance (IRE, CMDB Health, CSDM alignment) and mentors other engineers.
• L4 (8+ yrs): Defines ITOM architecture and roadmap, including cloud discovery, AIOps and event strategy, and advises client leadership.

General Expectations

• Work effectively in Agile/Scrum or hybrid delivery environments and collaborate with distributed, multi-time-zone teams.
• Produce clear technical/functional documentation and follow established development, security, change, and release standards.
• Communicate effectively with technical teams, business stakeholders, and client leadership.
• Support production issues, releases, or scheduled activities outside standard business hours when required by the engagement.