Software Engineer

ServiceNow ITOM Developer Job Description Job Title: ServiceNow ITOM Developer Job Overview We are seeking a skilled ServiceNow ITOM Developer with over 5 years of experience to join our dynamic IT team. The ideal candidate will have extensive hands-on expertise in implementing, configuring, and optimising ServiceNow IT Operations Management (ITOM) modules, including Discovery, Service Mapping, Event Management, and CMDB. This role involves designing and developing scalable ITOM solutions, integrating with third-party systems, and driving automation to enhance IT operations efficiency. The candidate will collaborate with cross-functional teams to deliver robust, service-aware IT solutions that align with business objectives. Key Responsibilities • Design and Implementation: Develop, configure, and customise ServiceNow ITOM solutions, including Discovery, Service Mapping, Event Management, and Cloud Management, to meet business requirements. • CMDB Management: Ensure accurate population and maintenance of the Configuration Management Database (CMDB) through Discovery and Service Mapping, adhering to best practices and CSDM (Common Service Data Model). • Integration and Automation : Implement integrations with external systems (e.g., AWS, Azure, monitoring tools) using REST/SOAP APIs, Service Graph Connectors, and orchestration workflows to streamline IT operations. • Event Management: Configure Event Management rules, alert rules, and event mappings to enable proactive issue detection and resolution. • Scripting and Development: Write and maintain scripts (JavaScript, GlideScript) for business rules, client scripts, UI actions, and workflows to enhance ITOM functionality. • Troubleshooting and Optimisation: Troubleshoot Discovery logs, service mapping issues, and integration challenges to ensure optimal performance and system health. • Collaboration: Work closely with ITSM, ITAM, and other ServiceNow module teams to ensure seamless integration and alignment with ITIL processes. • Documentation and Training: Create technical documentation, including design specifications, test plans, and user guides. Provide training and support to end-users and stakeholders. • Continuous Improvement: Stay updated with ServiceNow releases, best practices, and emerging features to recommend and implement process improvements. • Governance and Compliance: Adhere to IT change management and governance processes while maintaining platform stability and security. Required Skills and Qualifications • Experience: Minimum 5 years of hands-on experience in ServiceNow development, with at least 3 years focused on ITOM modules (Discovery, Service Mapping, Event Management, CMDB). • Technical Skills: o Proficiency in JavaScript, GlideScript, HTML, CSS, and ServiceNow scripting (business rules, script includes, UI policies, etc.). o Strong knowledge of ServiceNow ITOM modules, including configuration, customisation, and troubleshooting. o Experience with REST/SOAP APIs, Service Graph Connectors, and integration with third-party tools (e.g., AWS, Azure, SCCM). o Familiarity with ITIL v3/v4 methodologies and their application in ServiceNow. o Hands-on experience with Flow Designer, Service Catalogue, and Performance Analytics for reporting and dashboards. • Certifications: o ServiceNow Certified System Administrator (required). o ServiceNow Certified Implementation Specialist – ITOM (preferred). o Additional certifications in Event Management, Discovery, or Cloud Management are a plus. • Soft Skills: o Strong problem-solving and analytical skills to address complex ITOM challenges. o Excellent communication skills to interact with technical and non-technical stakeholders, including network engineers, system administrators, and business teams. o Ability to work in a fast-paced, agile environment and manage multiple priorities. • Education: Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience). Preferred Qualifications • Experience with ServiceNow Orchestration and Cloud Provisioning and Governance (CPG). • Knowledge of network protocols, MID servers, and infrastructure setup for effective Discovery implementation. • Familiarity with AIOps, machine learning, or AI-driven insights within ServiceNow ITOM. • Experience working with Agile/Scrum methodologies and SAFe framework. • Prior experience in consulting or advisory