Job Description
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.
Job Tags
Full time