ServiceNow ITOM Consultant - ITIL Frameworks

Job Summary :

We are seeking an experienced ServiceNow ITOM professional to design, implement, and optimize IT Operations Management solutions on the ServiceNow platform. The role focuses on end-to-end ITOM implementation, including Discovery, Service Mapping, Event Management, and integration with enterprise monitoring tools, ensuring operational visibility, service reliability, and automation.

Key Responsibilities :

- ServiceNow ITOM Implementation

- Lead and execute end-to-end ServiceNow ITOM implementations

Configure and deploy ITOM modules, including :

- Discovery

- Service Mapping (CSDM-aligned)

- Event Management

- Cloud Discovery (AWS, Azure, GCP)

- Operational Intelligence (optional)

- Design and implement CSDM-compliant CMDB architecture

- Ensure CMDB data quality, normalization, and governance

- Technical & Platform Responsibilities

- Configure MID Servers, credentials, probes, sensors, and patterns

Develop and customize :

- Business Rules

- Script Includes

- Client Scripts

- Workflows / Flow Designer

- Integrate ServiceNow ITOM with third-party monitoring tools (e.g., SolarWinds, Dynatrace, SCOM, Nagios, AppDynamics)

- Implement event correlation, alert management, and automated remediation

- Perform system upgrades, patches, and performance tuning

- Stakeholder & Delivery

- Work with infrastructure, cloud, and application teams to gather requirements

- Translate business requirements into technical solutions

- Support UAT, deployment, and post-go-live stabilization

- Create technical documentation, solution designs, and operational runbooks

- Provide knowledge transfer and mentoring to internal teams

Required Skills & Qualifications :

- ServiceNow Skills

- Strong hands-on experience with ServiceNow ITOM

Solid understanding of :

- CMDB & CSDM framework

- Discovery and Service Mapping best practices

- Event Management and alert correlation

- Experience with ServiceNow scripting (JavaScript-based)

Technical Knowledge :

- Infrastructure fundamentals: Servers, Networks, Databases, Storage

- Cloud platforms: AWS / Azure / GCP (Discovery & integration)

- REST/SOAP APIs and integrations

- ITIL concepts and operational processes

Experience Requirements :

- 48+ years of ServiceNow experience (depending on role level)

- 3+ years of ITOM implementation experience

- At least 12 full-cycle ITOM implementations

- Experience working in Agile/Scrum environments

- Certifications (Preferred)

- ServiceNow Certified Implementation Specialist ITOM

- ServiceNow CSA (Certified System Administrator)

- ITIL v4 Foundation or higher

Nice to Have :

- Experience with ITSM, ITAM, or SecOps modules

- Exposure to AIOps / Operational Intelligence

- Experience in large enterprise or multi-cloud environments

- Consulting or system integrator background