ServiceNow Lead - ITOM & CMDB

Experience : 8+ Years

Location : Mohali

Work Model : Onsite in Mohali for the first 1 - 2 months, followed by Remote

Employment Type : Full-time

Role Overview :

We are looking for an experienced ServiceNow Lead with strong hands-on expertise in ServiceNow ITOM and CMDB. The ideal candidate should have extensive experience in enterprise-scale CMDB implementations, ServiceNow Discovery, Service Mapping, MID Servers and CSDM. The role will involve supporting and enhancing ITOM and CMDB capabilities, ensuring data quality, resolving discovery and reconciliation issues, and contributing to integrations and platform improvements.

Key Responsibilities :

ITOM & CMDB Focus :

- Support and enhance ServiceNow ITOM and CMDB capabilities, including Discovery and Service Mapping.

- Assist with CMDB data modelling, CI classes, relationships and standards aligned with CSDM.

- Troubleshoot Discovery issues, including identification and reconciliation conflicts and CMDB data quality concerns.

- Configure, manage and support ServiceNow MID Servers and ITOM data sources.

- Support Discovery schedules, patterns and related configurations.

- Analyse and resolve issues related to CI identification, reconciliation and data accuracy.

- Support and maintain Service Mapping capabilities across enterprise applications and services.

- Assist with defining and maintaining CMDB standards, governance and data quality processes.

- Support integrations with external systems using REST/SOAP APIs.

- Collaborate with architecture, infrastructure, application and operations teams to ensure accurate CMDB data and service relationships.

- Provide technical guidance to ServiceNow developers and administrators.

- Participate in platform enhancements, troubleshooting and production support activities.

Qualifications :

- 8+ years of experience in ServiceNow, with strong hands-on expertise in ITOM and CMDB.

- Strong experience with ServiceNow Discovery and Service Mapping.

- Deep understanding of :

1. CI classes and relationships

2. Identification & Reconciliation Engine (IRE) rules

3. Discovery schedules and patterns

4. CSDM concepts, including Foundation, Design and Manage technical services

- Experience configuring and managing MID Servers.

- Strong understanding of CMDB data modelling and governance.

- Experience supporting enterprise-scale CMDB implementations.

- Experience troubleshooting Discovery, identification, reconciliation and data quality issues.

- Hands-on experience with ServiceNow integrations using REST/SOAP APIs.

- Strong understanding of ITOM processes and ServiceNow platform architecture.

Good to Have :

- ServiceNow Certified System Administrator (CSA) or relevant ServiceNow certifications.

- ITOM-specific certifications such as CIS-Discovery or CIS-Service Mapping.

- Experience with ServiceNow CSDM implementation and adoption.

- Exposure to ITOM Health, Event Management or Operational Intelligence.

- Experience working in large-scale enterprise ServiceNow environments.

- Strong understanding of ServiceNow upgrade and platform maintenance practices.