ServiceNow ITOM Lead

The candidate will be responsible for end-to-end implementation, configuration, and optimization of ServiceNow ITOM capabilities, including Discovery, Service Mapping, CMDB, and integrations. The role requires strong expertise in both on-premises and cloud environments, along with the ability to design, customize, and enhance Discovery patterns.

• Lead and implement end-to-end Discovery across:
  • On-prem infrastructure (Windows, Unix, Network devices, Load Balancers, VMware/vCenter, ESX)
  • Cloud environments (AWS, Azure, etc.)
• Design and implement Service Mapping for business-critical services and application dependencies, with hands-on experience in end-to-end mapping of complex and critical applications.
• Manage and maintain CMDB (Configuration Management Database) ensuring:
  • Data accuracy and integrity
  • Effective CI lifecycle management
• Implement and align CMDB with CSDM, Support CSDM maturity improvements.
• CSDM functionality and
• Configure and manage Service Graph Connectors (SGC) integrations
• Develop and customize Discovery Patterns, including:
  • Creation of complex custom patterns
  • Modification and enhancement of existing patterns
  • Optimization of identification and reconciliation rules
• Perform advanced troubleshooting of Discovery, MID Servers, and integrations.

Cross-Module Understanding

The candidate must have a strong understanding of how ITOM Discovery and CMDB impact other ServiceNow modules, including:

• ITSM (Incident, Problem, Change Management)
  • Dependency mapping for impact analysis
  • Accurate CI relationships for change risk assessment
• ITAM / SAM / HAM
  • Software and hardware asset normalization
  • License compliance using Discovery data
  • Asset-CMDB reconciliation and Mapping

• Ability to operate at a senior technical or architect level
• Strong analytical and problem-solving skills
• Capability to design scalable and enterprise-grade ITOM solutions