ServiceNow ITOM Engineer

Job description :

SUMMARY :

Key Responsibilities :

1. Discovery

2. Event Management

3. Service Mapping

4. Integration

ITOM Discovery Operations (BAU) :

1. Perform BAU activities for ServiceNow ITOM Discovery, ensuring scheduled and on-demand discoveries run successfully.

2. Ensure compliance with discovery standards and CMDB data quality requirements.

Discovery Troubleshooting & Issue Resolution :

1. Troubleshoot Never Scanned devices and Not Discovered in Last 21 Days (Stale CI) for both hardware and software CIs.

2. Analyze discovery errors related to credentials, network access, firewall rules, and patterns.

3. Identify root causes for incomplete, failed, or inconsistent discovery results and implement corrective actions.

4. Ensure accurate CMDB population, normalization, and CI health.

Discovery Behaviour & Pattern Analysis :

1. Excellent understanding of Discovery Behaviour, including probes, sensors, and patterns.

2. Validate classification, identification, and reconciliation (CI Class Manager & IRE) results.

3. Configure and manage discovery scans across multiple Data Centers (DCs).

Event Management :

1. Configure and manage Event Management rules, alerts, correlation, and automated remediation workflows.

2. Define and maintain alert management lifecycle, including alert creation, grouping, and closure.

3. Implement event-driven automation to:

i. Automatically create, update, and resolve incidents

ii. Trigger workflows and remediation actions

4. Align Event Management with ITSM processes (Incident, Problem, Change).

5. Improve MTTR through proactive alert handling and automation.

Integrations :

1. Design and develop integrations between ServiceNow and third-party monitoring tools, such as:

i. Infrastructure and application monitoring tools

ii. Cloud platforms (AWS, Azure, GCP)

iii. APM and logging solutions

2. Build and maintain integrations using:

i. REST / SOAP APIs

ii. MID Servers

iii. Integration Hub and Spokes

3. Ensure secure, scalable, and high-performing integrations.

- Automation & Operations :

1. Implement event-driven automation to:

i. Create, update, and resolve incidents

ii. Trigger Integration Hub Flow and remediation actions

2. Improve operational efficiency through alert noise reduction and intelligent event correlation.

3. Support IT operations teams with proactive monitoring and service health dashboards.

Requirements :

Required Skills & Experience :

- Proven experience handling Discovery BAU operations in an enterprise environment.

- Solid understanding of CMDB concepts

- Experience troubleshooting Discovery Issue:

1. Never Scanned devices

2. Stale CIs (21+ days not discovered)

3. Port, Network access and Credential issue

- Proven expertise in:

1. Event Management

2. Service Mapping

3. Integrations (REST, APIs, MID Server)

Infrastructure & Technology Coverage :

1. Network devices (routers, switches, firewalls)

2. Storage systems

3. Windows & Linux servers

- Good knowledge of Software and application components:

1. Networking fundamentals (TCP/IP, DNS, SNMP)

2. Windows & Linux OS

3. Storage and Network devices

4. Software discovery methods

5. Multi Source Monitoring Concept

- Experience working with multiple data centers and large-scale environments.

- Experience with multi monitoring tools event sources.

- Ability to troubleshoot complex integrations and operational issues.

Key Competencies :

- Ability to work independently on BAU tasks

- Collaborate with CMDB, ITSM, and ITOM cross-functional stakeholders to ensure end-to-end service

visibility.

- Integrations (REST, APIs, MID Server)