ServiceNow ITOM Implementation Specialist - AIOps

About the Role :

We are seeking an experienced and highly skilled ServiceNow ITOM Implementation Specialist to join our remote team. The ideal candidate will have at least 5 years of hands-on experience implementing and integrating ServiceNow ITOM modules, with deep technical knowledge of IT operations and enterprise architecture. You will be instrumental in translating business needs into scalable ITOM solutions, maintaining a healthy CMDB, and leveraging automation and AI/ML for proactive IT operations.

Key Responsibilities:

- Translate business objectives into detailed design specifications and implementation plans.

- Prepare High-Level Designs (HLD) and Low-Level Designs (LLD) aligned with enterprise architecture.

- Document technical designs, configurations, workflows, and integrations for future reference and audit purposes.

- Configure and customize ServiceNow ITOM modules including:

- Alert Management and Alert Intelligence

- Incident Management integration with ITOM

- Operational Intelligence / Predictive AIOps

- Discovery and Service Mapping (horizontal and top-down)

- Build and maintain CMDB and asset foundation data models.

- Transform Maps

- Data Sources

- Import Sets

- Reconciliation Rules and Identification Rules

- Develop and maintain UI Actions, UI Policies, ACLs, and catalog items.

- Write and optimize client-side and server-side scripts using:

- JavaScript, Glide API, AngularJS, HTML, CSS, JSON, AJAX

- Create and maintain Business Rules, Script Includes, Scheduled Jobs, and Scripted REST APIs.

- Manage the application codebase, UI components, integrations, and ServiceNow update sets.

- Ensure adherence to ServiceNow best practices and coding standards.

- Participate in peer code reviews and deployment processes.

- Manage day-to-day BAU (Business As Usual) operational support and troubleshooting for ITOM-related issues.

- Monitor performance and health of ITOM components and integrations.

- Proactively identify areas for optimization and automation.

- Work closely with platform owners, infrastructure teams, architects, and third-party vendors to align solutions with enterprise IT strategy.

- Contribute to technology roadmaps, proof-of-concepts (POCs), and long-term strategic planning for ServiceNow ITOM.

Required Qualifications :

- Minimum 5 years of hands-on experience with ServiceNow ITOM implementation, configuration, and customization.

- Strong understanding of CMDB design, Service Mapping, and discovery patterns.

- Proven expertise with:

- Event Management and Alert Correlation

- Operational Intelligence / AIOps

- Data Normalization and Reconciliation

- Experience in custom development using Angular, JavaScript, Glide Scripting, and REST APIs.

- Familiarity with CI/CD pipelines and ServiceNow DevOps integration (optional).