ServiceNow ITOM Specialist

We are looking for an experienced ServiceNow ITOM Specialist to support configuration and implementation of ServiceNow ITOM capabilities for a large enterprise environment. The role requires strong hands-on expertise in Configuration Management, Discovery, CMDB, Event Management, and IT Asset Management with experience in complex infrastructure environments.

The candidate will be responsible for implementing and maintaining accurate configuration data, supporting infrastructure discovery, integrating monitoring tools, and ensuring CMDB health aligned with CSDM standards.

Key Responsibilities

• Configure and implement ServiceNow ITOM modules, particularly Configuration Management and Discovery.
• Support IT Asset Management (ITAM) and Event Management capabilities within ServiceNow.
• Implement and manage on-premise discovery across network, infrastructure, and storage environments.
• Deploy and configure MID Servers and manage discovery patterns.
• Design and maintain CI classes, CI modelling, categorization, and lifecycle management.
• Establish CSDM-aligned relationships to ensure CMDB data integrity and quality.
• Troubleshoot issues related to network discovery, infrastructure discovery, storage discovery, and CMDB health.
• Configure Event Management capabilities, including:
• Event rules
• Event binding
• Event correlation
• Severity mapping and impact analysis
• Support integrations with monitoring and observability platforms.

Mandatory Skills

• Strong hands-on experience in ServiceNow ITOM implementation.
• Expertise in CMDB, CSDM framework, and CI relationship modelling.
• Experience in ServiceNow Discovery and Service Mapping.
• Experience deploying and configuring MID Servers.
• Strong troubleshooting capabilities across infrastructure discovery and CMDB data issues.
• Experience supporting Event Management, CI binding, and event correlation.

Good to Have

• Experience implementing Service Mapping with CSDM 5.0 aligned CMDB.
• Integration experience with monitoring tools such as Dynatrace and Splunk.
• Experience integrating IT Asset Management records.
• Exposure to HAM/SAM modules in ServiceNow.
• Experience working in large enterprise IT environments.