About the role:

We are looking for a ServiceNow ITOM Engineer to implement, operate, and optimize ServiceNow IT Operations Management capabilities. You will work closely with cloud, infrastructure, and monitoring teams to ensure accurate discovery and service mapping, maintain a healthy CMDB, and enable efficient event-to-incident workflows that improve IT reliability and observability.

Key responsibilities:

- Implement, configure, and maintain ServiceNow ITOM modules: Discovery, Service Mapping, CMDB, and Event Management.

- Configure, deploy, and administer MID Servers and IntegrationHub flows/connectors.

- Integrate ServiceNow with monitoring and observability platforms to ingest events and automate incident creation and remediation.

- Lead CMDB governance: define data models, reconciliation rules, and processes to improve data quality and lineage.

- Support and validate discovery and service mapping across Google Cloud Platform environments; support multi-cloud scenarios.

- Troubleshoot and resolve issues related to discovery, mapping, event processing, and integrations.

- Build automation, scripts, and runbooks to streamline ITOM operations and maintenance.

- Produce technical documentation, participate in architecture and change reviews, and mentor junior engineers.

Required qualifications:

- 5+ years hands-on ServiceNow experience with a strong focus on ITOM.

- Practical experience with ServiceNow Discovery, Service Mapping, CMDB, Event Management, IntegrationHub, and MID Server administration.

- Experience integrating ServiceNow with monitoring/observability tools.

- Experience supporting Google Cloud Platform (GCP) environments; familiarity with AWS and multi-cloud observability is a plus.

- Strong understanding of infrastructure technologies: VMware, Windows Server, Linux, and networking fundamentals.

- Experience with CMDB governance, reconciliation, and data quality management.

- Knowledge of ITIL processes (Incident, Problem, Change, Configuration Management).

- Strong troubleshooting, analytical, and stakeholder communication skills.

Preferred qualifications:

- ServiceNow Certified Implementation Specialist - ITOM and/or ServiceNow Certified System Administrator (CSA).

- Experience with monitoring/observability tools such as ScienceLogic, Splunk, Dynatrace, Datadog, or SolarWinds.

- Experience in large enterprise, utility/energy, or regulated environments.

- Familiarity with Infrastructure as Code (Terraform), APIs, and automation frameworks.

- Knowledge of AWS and multi-cloud observability platforms.