Job Description
Mandatory Skills: ServiceNow ITOM Service Mapping.
Experience: 7–12 years total; 3–5+ years hands-on in ServiceNow ITOM
Location - PAN India
Role Overview
We are seeking a seasoned ServiceNow ITOM Implementation Specialist to lead a greenfield rollout of IT Operations Management (ITOM). The role will design and build the CMDB foundation aligned to CSDM, implement Discovery, Service Mapping, Event Management/AIOps, and integrate with enterprise monitoring tools to establish end-to-end operational visibility, proactive incident prevention, and automated remediation.
Key Responsibilities
- Define ITOM implementation roadmap for a greenfield environment: CMDB strategy, CSDM alignment, naming/normalization, and governance.
- Establish standards for credential management, MID Server deployment/topology, network zones, and scan schedules.
- Implement ServiceNow Discovery (SSH, WMI, SNMP, HTTP(S), JDBC), Cloud Discovery (AWS/Azure/GCP), and Agent Client Collector.
- Configure Service Mapping (patterns/probes), business services and dependencies; tune patterns for custom apps and hybrid workloads.
- Deploy Event Management/AIOps: set up connectors, event rules, alert correlation, health dashboards, and noise reduction strategies.
- Implement CMDB health (completeness, correctness, compliance), Identifier & Reconciliation rules, and normalization/DED best practices.
- Build integrations with monitoring/observability tools (SCOM, Nagios, Zabbix, SolarWinds, Dynatrace, AppDynamics, New Relic, Splunk, cloud-native monitors).
- Automate routine operations via Orchestration/IntegrationHub (e.g., credential rotation, server restarts, remediation playbooks).
- Develop dashboards and reports for service health, discovery coverage, CMDB completeness, and event MTTA/MTTR.
- Lead unit/SIT/UAT, performance tuning (MID throughput, ECC queue), and rollout planning.
- Create runbooks, admin guides, and conduct training for platform/ops teams.
- Implement access controls, data protection (credentials vaulting, key management), and ensure compliance with security standards.
- Establish operational processes (CMDB change control, exception handling, discovery failures, credential-less discovery).
Required Skills & Qualifications
- Hands-on ServiceNow ITOM across at least two domains: Discovery, Service Mapping, Event Management/AIOps; plus strong CMDB/CSDM knowledge.
- Proficiency in MID Server setup and troubleshooting, ECC Queue, patterns/probes, and credential strategies (SSH keys, WMI, SNMP, certificates).
- Experience integrating with monitoring/observability platforms (SCOM/Nagios/Zabbix/SolarWinds, Dynatrace/AppDynamics/New Relic, Azure Monitor, Amazon CloudWatch, GCP Operations).
- Strong understanding of networking (routing, firewalls, NAT, proxies, TLS), OS administration (Windows/Linux), and databases (JDBC discovery).
- ServiceNow platform skills: UI policies/business rules, Flow Designer, IntegrationHub, Orchestration, Scripted REST, JavaScript/Glide APIs.
- Demonstrated ability to define governance, data model, and operating processes for a new (greenfield) environment.
- Excellent communication and stakeholder management; ability to lead workshops and translate requirements into technical build.
Education & Certifications
- Bachelor’s degree in Computer Science/Engineering or equivalent.
- ServiceNow CSA (Certified System Administrator) – required/preferred.
- CIS – Discovery / CIS – Event Management / CIS – Service Mapping – preferred.
- CAD (Application Developer) – nice-to-have.
- Relevant cloud/network certifications (AWS/Azure/GCP, CCNA/CCNP) – plus.