ServiceNow ITOM Specialist

Job Description

In the assigned Job Role, your Area Of Responsibility will be as below:
⦁ Collaborate with internal and client teams to resolve complex incidents, conduct root cause analyses, and document findings with preventive recommendations
⦁ Participate in evaluation of client IT infrastructure, prepare actionable assessment reports, and support due diligence to document infrastructure maturity and improvement opportunities
⦁ Contribute to the design of scalable, cost-effective IT infrastructure solutions, review reusable components, and develop technical documentation for deployed systems
⦁ Align release schedules and environment readiness, execute deployments as per protocols, perform post-deployment testing, and manage version control to track changes
⦁ Co-ordinate maintenance schedules, emergency fixes, and technology upgrades while ensuring uninterrupted integration into existing systems and processes
⦁ Facilitate performance data analysis across systems, coordinate insights on system behavior, and support capacity planning to optimize performance
⦁ Conduct security checks, recovery drills, and compliance audits, implement security measures, and coordinate continuity plans to maintain adherence to standards
⦁ Gather feedback to identify automation opportunities, analyze existing infrastructure processes, and propose enhancements for efficiency gains
⦁ Act as liaison with onsite, offshore, and vendor teams to document project requirements, ensuring effective collaboration
⦁ Develop a centralized repository of technical and procedural knowledge, leveraging insights from other projects to drive efficiency and retain organizational expertise
Your contribution to the team:
⦁ A collaborative spirit and excellent communication skills.
⦁ Ability to handle complex incidents and implement resolutions
⦁ A knack for conducting IT infrastructure assessment and identifying key optimization opportunities
⦁ Focused approach towards deployment management, system optimization, and process automation initiatives including sector specific focus
⦁ The ability to work with cross-functional teams

Required Skill and Experience

⦁ ServiceNow Discovery, MID Server configuration, Discovery Patterns & Sensors, Identification & Reconciliation Engine (IRE), CMDB and CSDM – hands-on implementation and Troubleshooting experience
⦁ Experience and proven specialization in design and hands-on implementation of ServiceNow ITOM – Discovery, Service Mapping, Event Management and Orchestration with deep understanding on IT Infrastructure.
⦁ Experience in design and implementing CSDM framework and CMDB
⦁ Strong hands-on experience implementing and supporting ServiceNow Discovery. Expertise with MID Server configuration, Discovery Patterns, Sensors, Identification & Reconciliation Engine (IRE), and CMDB health.
⦁ Experience in integrating, discovering and managing AWS, Azure, Google Cloud Platform cloud resources within ServiceNow CMDB.
⦁ Cloud resources integration and discovery – AWS, Azure, and Google Cloud Platform resources within ServiceNow CMDB
⦁ Python scripting – for automation and tooling
⦁ Cloud infrastructure concepts & networking – general cloud/networking knowledge
⦁ AI-assisted development tools – GitHub Copilot, ServiceNow AI tools, GenAI coding assistants

Preferred Skill and Experience

⦁ ITOM developer experience in some or all ITOM application areas (Service Mapping, SAM, Event Management, Orchestration)