ServiceNow ITOM Expert

About the Opportunity :

We are looking for a highly skilled ServiceNow ITOM Expert to architect, implement, and optimize enterprise-grade IT Operations Management (ITOM) solutions.

This role is ideal for an experienced professional with deep technical expertise in CMDB, Discovery, Service Mapping, Asset Management, and Software Asset Management (SAM).

The position demands a hands-on ServiceNow specialist capable of designing scalable, automated ITOM architectures, integrating external systems, and maintaining operational reliability across hybrid infrastructures.

You will collaborate closely with global IT, infrastructure, and service management teams to ensure seamless operations and system performance.

Key Responsibilities :

- Design, configure, and implement ServiceNow ITOM modules including Discovery, Service Mapping, Event Management, and Operational Intelligence.

- Develop and maintain the CMDB architecture, ensuring accurate CI (Configuration Item) relationships and data integrity.

- Integrate external systems with ServiceNow using MID Servers, APIs, and custom data connectors.

- Configure and enhance Asset Management and Software Asset Management (SAM) modules to align with ITIL best practices.

- Develop custom scripts (JavaScript, Glide, Jelly) for automation, data normalization, and workflow optimization.

- Conduct health checks and audits of Discovery and CMDB processes to ensure accuracy, performance, and compliance.

- Collaborate with IT infrastructure, cloud, and operations teams to define technical requirements and integration touchpoints.

- Implement ITOM best practices for service visibility, dependency mapping, and event correlation.

- Provide subject matter expertise on ServiceNow architecture, system configuration, and performance optimization.

- Troubleshoot complex technical issues, identify root causes, and drive permanent resolutions.

- Prepare technical documentation, process maps, and integration workflows for long-term maintainability.

Required Skills and Qualifications :

- Strong, hands-on ServiceNow platform expertise, particularly in ITOM-related modules.

- Proven experience across the following ITOM areas :

- CMDB and System Integrations

- Discovery and Service Mapping

- Asset Management (Hardware & Software)

- Software Asset Management (SAM)

- Proficiency in JavaScript, Glide scripting, and ServiceNow API integrations.

- Deep understanding of MID Server architecture, data ingestion, and normalization processes.

- Practical knowledge of ITIL v4 processes and ITOM best practices.

- Experience in automating operational workflows and building service dependency visualizations.

- Strong analytical and troubleshooting skills for resolving performance and configuration issues.

- Excellent verbal and written communication skills, with the ability to collaborate with technical and business teams.

- Relevant ServiceNow certifications such as :

- Certified Implementation Specialist ITOM

- ServiceNow Discovery Implementation

- CMDB Fundamentals

Preferred Skills :

- Experience with ServiceNow Event Management, Operational Intelligence, or Cloud Discovery.

- Exposure to integrations with monitoring tools (SolarWinds, Dynatrace, AppDynamics, or Splunk).

- Familiarity with multi-cloud ITOM configurations (AWS, Azure, GCP).

- Knowledge of Service Graph Connectors and data federation in hybrid environments.

- Experience working in global IT service delivery and enterprise-scale CMDB environments