Job Summary
We are looking for an experienced ServiceNow ITOM Specialist / Architect with strong expertise in Discovery, Event Management, and Service Mapping on the ServiceNow platform.
Key Responsibilities
- Design, develop, and implement Service Mapping solutions for business-critical services.
- Configure and manage ServiceNow Discovery, Event Management, and CMDB integrations.
- Identify business services and applications for mapping and maintain accurate end-to-end service maps.
- Customize and develop patterns, probes, and sensors to support infrastructure discovery.
- Troubleshoot discovery and service mapping issues and optimize configurations for improved visibility.
- Integrate discovery and service mapping with CMDB to ensure accurate service data.
- Collaborate with infrastructure, platform, and application teams to understand service dependencies.
- Support ITOM best practices, including CMDB health and CSDM alignment.
- Participate in escalation handling and provide solution-oriented technical support to stakeholders.
Requirements
- Degree in Computer Science, Engineering, or related field
- Minimum 10 years of overall IT experience with 8 years of ServiceNow experience
- 5 years of hands-on experience in ITOM, specifically Discovery, Event Management, and Service Mapping
- Strong understanding of CMDB, MID Servers, and ServiceNow integrations
- Proficiency in JavaScript / GlideScript and regex
- Excellent communication and stakeholder management skills
- CSA (Certified System Administrator) and CAD (Certified Application Developer) certifications are mandatory
- CIS Discovery or Event Management certifications
- Experience with CSDM and service taxonomy
- Knowledge of network protocols such as HTTP, SNMP, SSH, and WMI
- Familiarity with monitoring tools like SolarWinds, Dynatrace, AppDynamics, or Splunk
- Experience working in Agile or DevOps environments
