Job Description

Implementation & Configuration:

Design, develop, implement, and configure ServiceNow ITOM modules including Discovery, Service Mapping, Event Management, Operational Intelligence, Cloud Management, and Orchestration.



Perform data integrations between ServiceNow and other IT systems using various integration methods (e.g., REST API, SOAP, JDBC, Mid Server).



Customize and extend ServiceNow ITOM capabilities using JavaScript, Jelly, AngularJS, and other relevant technologies.

Solution Design & Architecture:

Collaborate with stakeholders to gather and analyze business requirements, translating them into technical specifications and viable ServiceNow ITOM solutions.



Develop detailed design documents, architectural diagrams, and implementation plans for ITOM initiatives.



Provide expert guidance and recommendations on ITOM best practices, module capabilities, and strategic roadmap.

Support & Maintenance:

Provide ongoing support, troubleshooting, and maintenance for existing ServiceNow ITOM implementations.



Monitor system performance, identify areas for improvement, and implement optimizations .



Perform regular health checks, upgrades, and patches to ensure system stability and security.



Provide ongoing support, troubleshooting, and maintenance for existing ServiceNow ITOM implementation.

Reporting & Analytics:

Develop and configure dashboards, reports, and alerts within ServiceNow to provide actionable insights into IT operations and performance.



Utilize Operational Intelligence to proactively identify potential issues and optimize resource utilization .

Documentation & Training:

Create and maintain comprehensive technical documentation, including design specifications, configuration guides, and user manuals.



Provide training and knowledge transfer to internal teams and end-users on ServiceNow ITOM functionalities.

Collaboration:

Work closely with IT operations, infrastructure teams, security teams, and other stakeholders to ensure successful ITOM adoption and alignment with organizational goals.



Participate in agile development processes, including sprint planning, daily stand-ups, and retrospectives.

Education:

Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.

Certifications:

ServiceNow Certified System Administrator (CSA)



ServiceNow Certified Implementation Specialist - IT Operations Management (CIS-ITSM)



Minimum of 5 years of hands on experience with ServiceNow platform, specifically focused on ITOM modules.



Proven experience in implementing and configuring ServiceNow Discovery, Service Mapping, and Event Management.



Strong understanding of IT infrastructure components (servers, networks, databases, storage, cloud platforms).

Technical Skills:

Proficiency in JavaScript, GlideScript, Jelly, HTML, CSS, and XML.



Experience with various integration methods (REST, SOAP, Orchestration).



Familiarity with scripting languages (e.g., PowerShell, Python) is a plus.



Knowledge of ITIL framework and IT operations best practices.

Beneficial:

Experience with other ServiceNow modules (e.g., ITSM , CSM, SecOps ).



Knowledge of cloud platforms (AWS, Azure, GCP) and their integration with ServiceNow.



Experience with agile methodologies.



Familiarity with DevOps principles and tools.



Between 3 - 5 Years