ITOM Specialist / Architect (ServiceNow)

Job Summary
We are looking for an experienced ServiceNow ITOM Specialist / Architect with strong expertise in Discovery, Event Management, and Service Mapping on the ServiceNow platform.

Key Responsibilities

• Design, develop, and implement Service Mapping solutions for business-critical services.
• Configure and manage ServiceNow Discovery, Event Management, and CMDB integrations.
• Identify business services and applications for mapping and maintain accurate end-to-end service maps.
• Customize and develop patterns, probes, and sensors to support infrastructure discovery.
• Troubleshoot discovery and service mapping issues and optimize configurations for improved visibility.
• Integrate discovery and service mapping with CMDB to ensure accurate service data.
• Collaborate with infrastructure, platform, and application teams to understand service dependencies.
• Support ITOM best practices, including CMDB health and CSDM alignment.
• Participate in escalation handling and provide solution-oriented technical support to stakeholders.

Requirements

• Degree in Computer Science, Engineering, or related field
• Minimum 10 years of overall IT experience with 8 years of ServiceNow experience
• 5 years of hands-on experience in ITOM, specifically Discovery, Event Management, and Service Mapping
• Strong understanding of CMDB, MID Servers, and ServiceNow integrations
• Proficiency in JavaScript / GlideScript and regex
• Excellent communication and stakeholder management skills
• CSA (Certified System Administrator) and CAD (Certified Application Developer) certifications are mandatory
• CIS – Discovery or Event Management certifications
• Experience with CSDM and service taxonomy
• Knowledge of network protocols such as HTTP, SNMP, SSH, and WMI
• Familiarity with monitoring tools like SolarWinds, Dynatrace, AppDynamics, or Splunk
• Experience working in Agile or DevOps environments