- Design and implement ServiceNow ITSM solutions including Incident, Problem, Change, Knowledge, Service Request Management, and Service Catalog.

- Lead implementation and optimization of ServiceNow ITOM modules including Discovery, Service Mapping, Event Management, and CMDB.

- Develop and maintain an accurate and complete Configuration Management Database (CMDB) with proper CI class structure, relationships, and reconciliation processes.

- Configure and manage ServiceNow Discovery for on-prem and cloud-based infrastructure across hybrid environments.

- Lead ServiceNow integration projects using REST/SOAP APIs, MID Servers, and Integration Hub with external systems such as monitoring tools, CMDBs, asset management systems, and ITSM platforms.

- Define and implement data normalization, reconciliation, and health checks for CMDB data integrity.

- Translate business requirements into technical designs and deliver scalable and efficient ServiceNow solutions.

- Develop and customize workflows, business rules, client scripts, and UI policies across the ServiceNow platform.

- Collaborate with infrastructure, application, and security teams to ensure ServiceNow aligns with operational and governance policies.

- Work with ServiceNow platform owners and architects to ensure alignment with best practices and platform roadmap.

- Provide technical leadership, guidance, and training to junior consultants or client stakeholders as needed.

- Ensure all ServiceNow implementations follow ITIL practices and organizational standards.

Required Skills :

- 7+ years of experience implementing and supporting ServiceNow ITSM and ITOM solutions.

- In-depth knowledge of ServiceNow platform architecture, including data model, security, scripting (JavaScript), and integrations.

- Proven experience in configuring and managing ServiceNow Discovery, Service Mapping, and CMDB.

- Experience with MID Servers, network protocols (SNMP, WMI, SSH), and discovery patterns.

- Strong hands-on experience in building Service Catalogs, Request Workflows, and Service Request Fulfillment.

- Proficient in developing REST/SOAP API integrations and working with IntegrationHub, Flow Designer, and Workflows.

- Familiarity with integrating ServiceNow with monitoring and observability platforms (e.g., Prometheus, OpsRamp, SolarWinds, etc.)

- Solid understanding of ITIL frameworks and best practices.

- Experience with data normalization, CMDB health metrics, and CMDB governance.

- Working knowledge of other ITSM tools such as BMC Remedy, Cherwell, ManageEngine, Jira Service Management, etc.

- Experience with integrating ServiceNow with DevOps tools set like Ansible, Terraform and CI/CD pipelines.

- Excellent troubleshooting, analytical, and communication skills.

- ServiceNow Certified System Administrator (CSA) certification required.