ServiceNow ITOM Implementation Specialist

About the Role :

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 :

Technical & Functional Expertise :

(ref : hirist.tech)