We are looking for an experienced ServiceNow ITOM (IT Operations Management) Implementation Specialist to join our ITSM/ITOM delivery team.

The ideal candidate should have strong hands-on experience in designing, implementing, and maintaining ServiceNow ITOM and ITAM modules, with in-depth expertise in Discovery, Service Mapping, Event Management, and CMDB.

You will be responsible for driving implementation projects, integrating ITOM capabilities with enterprise systems, and ensuring adherence to the Common Service Data Model (CSDM) and ITIL best practices.

Key Responsibilities :

- Lead end-to-end implementation of ServiceNow ITOM modules including :

Discovery
Service Mapping
Event Management
Operational Intelligence / AIOps
CMDB and Data Reconciliation
Cloud Management and Orchestration

- Design and configure ServiceNow ITAM (IT Asset Management) solutions including Asset Lifecycle Management, Software Asset Management (SAM), and Hardware Asset Management (HAM).

- Ensure integration between ITOM and ITAM for unified visibility across infrastructure and assets.

- Configure and optimize CMDB structures in compliance with CSDM.

- Develop and manage REST/SOAP-based integrations between ServiceNow and external enterprise systems (e.g., monitoring tools, cloud providers, network devices).

- Work with IntegrationHub, MID Servers, and Flow Designer for process automation and orchestration.

- Build custom scripts and workflows using GlideScript, Business Rules, UI Policies, UI Actions, and ACLs.

- Implement Predictive Intelligence and Root Cause Analysis (RCA) automation using AIOps capabilities.

- Design and maintain a clean and accurate Configuration Management Database (CMDB).

- Develop discovery schedules, patterns, and probes for discovering network devices, servers, and applications.

- Reconcile and normalize data from multiple sources for CMDB integrity.

- Maintain CI relationships and dependency mapping between infrastructure and services.

- Ensure CMDB data aligns with ITIL processes and Service Mapping.

- Configure Event Management to collect and correlate alerts from monitoring tools (e.g., SolarWinds, Splunk, Nagios, Dynatrace, AppDynamics).

- Implement Alert Correlation, Root Cause Analysis (RCA), and Impact Analysis features.

- Build Service Maps for critical business services using Service Mapping to visualize service dependencies and topology.

- Integrate event and service data with Incident, Problem, and Change Management workflows.

- Ensure solutions align with CSDM and ITIL V4 frameworks.

- Develop and maintain technical documentation, solution design documents, and knowledge articles.

- Collaborate with platform architects and administrators for performance tuning, upgrades, and release management.

- Conduct UAT sessions, knowledge transfer, and end-user training post-deployment.

Required Skills & Expertise :

Core ServiceNow Skills :

- ServiceNow ITOM Modules : Discovery, CMDB, Service Mapping, Event Management, Operational Intelligence, AIOps.

- ServiceNow ITAM Modules : Asset Management, Software Asset Management, Hardware Asset Management.

- Proficiency in Scripting : JavaScript, Glide, Business Rules, UI Policies, Client Scripts, and ACLs.

- Integration expertise with REST / SOAP APIs, IntegrationHub, and Flow Designer.

- In-depth understanding of CSDM (Common Service Data Model) and its implementation standards.

- Knowledge of Predictive Intelligence, Root Cause Analysis, and machine-learning-driven alert correlation.

Technical & Functional Expertise :

- Experience with CMDB data modeling, reconciliation, and normalization.

- Practical knowledge of ITIL processes - Incident, Problem, Change, and Asset Management.

- Familiarity with AIOps, cloud discovery, and infrastructure monitoring tools.

- Strong understanding of networking concepts, cloud infrastructure, and virtualization.

- Experience with ServiceNow upgrades, patching, and version migrations