Roles & Responsibilities

Work with clients to understand their IT operations requirements and recommend ITOM solutions that meet their business needs.

➢ Design, configure, and customize ServiceNow ITOM modules, including Discovery, Event Management, Service Mapping, and Configuration Management.

➢ Develop and maintain ServiceNow workflows, business rules, client scripts, UI pages, UI actions, and other ServiceNow customization features as needed.

➢ Collaborate with other IT teams to ensure the smooth integration of ServiceNow ITOM with other systems and applications.

➢ Provide ongoing support and maintenance for ServiceNow ITOM solutions.

➢ Document technical specifications, processes, and procedures for ServiceNow ITOM solutions.

➢ Serve as primary technical point-of-contact ServiceNow ITOM for business users and internal teams

➢ Define technical solutions for architecture and design that are aligned with business problems and ServiceNow ITOM/ Automation/ CMDB implementation best practices

➢ Maintain expert knowledge of the ServiceNow ITOM / CMDB Products; Discovery, Service Mapping, Event Management, HLA, AIOps, Orchestration, Integration Hub, Cloud Management, including ServiceNow Common Service Data Model, CSDM.

➢ Co-lead requirements gathering workshops with internal business stakeholders to provide technical guidance, and assist with capturing all necessary business, functional and technical requirements necessary to design and implement the solution

➢ Collaborate with internal business stakeholders to write/estimate stories

➢ Oversee developers work, and own overall quality and delivery of development

➢ Capable of executing hands-on development for stories that cannot be delegated

➢ Responsible for sprint demos internally, delivery of additional development artifacts and documentation, and knowledge transfer activities as required

➢ Work collaboratively with ServiceNow team and business stakeholders to monitor for scope creep and resolve critical path technical issues and challenges

➢ Provide mentorship to developers and platform engineers on technical design standards and best practices.

Skills Required

GRC, CSM, HRSD, ITAM, ITBM, ITOM

Additional Requirement

➢ 5+ years working on the ServiceNow platform preferably in global implementation projects

➢ Working knowledge of IT Operations Management and CMDB Processes (Event Management, Discovery Service Mapping, CMDB/CSDM, AIOps, Cloud Management, Orchestration)

➢ Strong knowledge of JavaScript, HTML, CSS, and other web development technologies.

➢ Experience with WMI, SSH, SNMP, PowerShell, REST, SOAP, and JavaScript

➢ Experience integrating with tools to federate data into the CMDB

➢ Expert in IT Asset Management Lifecycle processes (including hardware and software)

➢ Good interpersonal skills, including collaboration, communication, relationship building, and negotiation

➢ Intermediate Windows and Unix administration skills

➢ Expert in IT Asset Management process & operational delivery

➢ Familiarity with network concepts (routers, switches, firewalls, NAT, load balancing) and storage.

➢ Familiarity with the following concepts: XML, JSON/script language, database.

➢ Ability to discuss credentials, install a product, troubleshoot permission issues, discuss and trouble shoot network connectivity with network engineers

➢ Familiar with Cloud environment like AWS, Azure etc.

➢ Ability to work independently and as part of a team.

➢ Excellent problem-solving, analytical, and communication skills.

➢ ServiceNow Certified Implementation Specialist Event Management

➢ ServiceNow Certified Implementation Specialist Service Mapping

➢ ServiceNow Certified Implementation Specialist Discovery.

➢ ServiceNow Certified Implementation Specialist Cloud Provisioning and Governance.

➢ Up-to date knowledge of ServiceNow Versions, product features, its release & end of life details.

➢ Scripting capabilities such as JavaScript, jelly, SQL

➢ Acquaintance with Web and Application Servers, Load Balancers, Databases, Cloud (AWS, Azure etc.) and Virtualization (WebSphere, MQ, IIS, Apache, VMware)