Job Description :

We are seeking a highly skilled and experienced (5-15 years) ServiceNow Consultant/Engineer with proven expertise in implementing and supporting IT Operations Management (ITOM), CMDB and IT Asset Management (ITAM) modules. The ideal candidate will possess hands-on experience in configuring, customizing, and optimizing ServiceNow solutions to meet enterprise IT needs.

Responsibilities :

- Expertise in ServiceNow Discovery. Creates and maintains custom patterns, probes, and sensors to accommodate internal discovery requirements.

- Expertise in Service Mapping features and functionality.

- Understanding of network protocols (e.g., SNMP, WMI, SSH).

- Knowledge of CMDB structure and data relationships.

- AI/ML CMDB Data Model Extension - CMDB and AI Integration for AI/ML Modelling.

- Service Mapping for AI - Map and visualize the dependencies between AI services/models and the underlying infrastructure (cloud resources, network, data sources) in the Service Graph.

- Data Quality/Normalization - Implement CMDB health metrics, data certification, and discovery/integration processes to ensure high quality, up-to-date data for AI training and runtime diagnostics.

- Enhanced Impact Analysis - Configure AI/ML algorithms to use CMDB relationships during Incident, Problem, and Change Management.

- Proactive resource Management - Configure tracking of utilization metrics (especially for high-cost AI CIs like GPUs or cloud functions) against the CMDB.

- AI-Driven Event Correlation - Integrate Event Management (ITOM) with the CMDB. AI correlates noise (events) and aggregates them into actionable alerts/incidents based on the affected CIs and services defined in the CMDB.

- Candidate worked on Yokohama/Zurich AI features and capabilities such as GenAI and Now Assist (Now LLM and Agentic AI).

- Worked on HAM/SAM and CAM Asset life cycle management.

- Ability to align discovery data with IT service management processes.

- Strong analytical and problem-solving abilities.

- Participate in the design, development, and implementation of enhancements of Service-now instances.

- Participates in platform upgrade planning, testing, and validation.

- Document system and application architectures.

- Solid understanding of Agile Framework and ceremonies (e.g., Standups, review, refinement).

- Design, develop, optimize, and enhance Service-now application software to deliver solutions that automate and audit business processes.

- Solid understanding of the application development lifecycle process, including requirement analysis, quality assurance, design, scheduling, implementation, issue tracking, version control release management and deployment.

- As an engineer in the ServiceNow team, you will be part of an Agile/Kanban team supporting the ServiceNow infrastructure, tools and integrations as well as acting as level 3 escalation for the Service Desk.

Certificates :

- ServiceNow Certified System Administrator.

- ServiceNow Certified Application Developer.

- ServiceNow certified implementation specialist CIS - (Data Foundations (CMDB and CSDM)).

- ServiceNow certified implementation specialist CIS - Service Mapping.

- ServiceNow certified implementation specialist - Discovery (CIS- DISCO) Discovery.

- ServiceNow certified implementation specialist CIS - Event Management.