Key Responsibilities

Design, implement, and enhance ServiceNow ITOM modules, including:

Discovery
Event Management
Service Mapping
Integration

ITOM Discovery Operations (BAU)

Perform BAU activities for ServiceNow ITOM Discovery, ensuring scheduled and on-demand discoveries run successfully.
Ensure compliance with discovery standards and CMDB data quality requirements.

Discovery Troubleshooting & Issue Resolution

Troubleshoot Never Scanned devices and Not Discovered in Last 21 Days (Stale CI) for both hardware and software CIs.
Analyze discovery errors related to credentials, network access, firewall rules, and patterns.
Identify root causes for incomplete, failed, or inconsistent discovery results and implement corrective actions.
Ensure accurate CMDB population, normalization, and CI health.

Discovery Behaviour & Pattern Analysis

Excellent understanding of Discovery Behaviour, including probes, sensors, and patterns.
Validate classification, identification, and reconciliation (CI Class Manager & IRE) results.

Configure and manage discovery scans across multiple Data Centers (DCs).

Event Management

Configure and manage Event Management rules, alerts, correlation, and automated remediation workflows.
Define and maintain alert management lifecycle, including alert creation, grouping, and closure.
Implement event-driven automation to:

Automatically create, update, and resolve incidents
Trigger workflows and remediation actions

Align Event Management with ITSM processes (Incident, Problem, Change).
Improve MTTR through proactive alert handling and automation.

Integrations

Design and develop integrations between ServiceNow and third-party monitoring tools, such as:

Infrastructure and application monitoring tools
Cloud platforms (AWS, Azure, GCP)
APM and logging solutions

Build and maintain integrations using:

REST / SOAP APIs
MID Servers
IntegrationHub and Spokes

Ensure secure, scalable, and high-performing integrations.

Automation & Operations

Implement event-driven automation to:

Create, update, and resolve incidents
Trigger Integration Hub Flow and remediation actions

Improve operational efficiency through alert noise reduction and intelligent event correlation.
Support IT operations teams with proactive monitoring and service health dashboards.

Key Responsibilities

Design, implement, and enhance ServiceNow ITOM modules, including:

Discovery
Event Management
Service Mapping
Integration

ITOM Discovery Operations (BAU)

Perform BAU activities for ServiceNow ITOM Discovery, ensuring scheduled and on-demand discoveries run successfully.
Ensure compliance with discovery standards and CMDB data quality requirements.

Discovery Troubleshooting & Issue Resolution

Troubleshoot Never Scanned devices and Not Discovered in Last 21 Days (Stale CI) for both hardware and software CIs.
Analyze discovery errors related to credentials, network access, firewall rules, and patterns.
Identify root causes for incomplete, failed, or inconsistent discovery results and implement corrective actions.
Ensure accurate CMDB population, normalization, and CI health.

Discovery Behaviour & Pattern Analysis

Excellent understanding of Discovery Behaviour, including probes, sensors, and patterns.
Validate classification, identification, and reconciliation (CI Class Manager & IRE) results.

Configure and manage discovery scans across multiple Data Centers (DCs).

Event Management

Configure and manage Event Management rules, alerts, correlation, and automated remediation workflows.
Define and maintain alert management lifecycle, including alert creation, grouping, and closure.
Implement event-driven automation to:

Automatically create, update, and resolve incidents
Trigger workflows and remediation actions

Align Event Management with ITSM processes (Incident, Problem, Change).
Improve MTTR through proactive alert handling and automation.

Integrations

Design and develop integrations between ServiceNow and third-party monitoring tools, such as:

Infrastructure and application monitoring tools
Cloud platforms (AWS, Azure, GCP)
APM and logging solutions

Build and maintain integrations using:

REST / SOAP APIs
MID Servers
IntegrationHub and Spokes

Ensure secure, scalable, and high-performing integrations.

Automation & Operations

Implement event-driven automation to:

Create, update, and resolve incidents
Trigger Integration Hub Flow and remediation actions

Improve operational efficiency through alert noise reduction and intelligent event correlation.
Support IT operations teams with proactive monitoring and service health dashboards.

Requirements

Experience: 5-8 years on the ServiceNow platform
Location: Bangalore

Required Skills & Experience

Strong hands-on experience with ServiceNow ITOM Discovery, Service Mapping, Event Management.
Proven experience handling Discovery BAU operations in an enterprise environment.
Solid understanding of CMDB concepts
Experience troubleshooting Discovery Issue:

Never Scanned devices
Stale CIs (21+ days not discovered)
Port, Network access and Credential issue

Proven expertise in:

Event Management
Service Mapping
Integrations (REST, APIs, MID Server)

Infrastructure & Technology Coverage

Perform and support discovery for:

Network devices (routers, switches, firewalls)
Storage systems
Windows & Linux servers

Good knowledge of Software and application components:

Networking fundamentals (TCP/IP, DNS, SNMP)
Windows & Linux OS
Storage and Network devices
Software discovery methods
Multi Source Monitoring Concept

Experience working with multiple data centers and large-scale environments.
Experience with multi monitoring tools event sources.
Ability to troubleshoot complex integrations and operational issues.

Key Competencies

Strong troubleshooting and analytical skills
Ability to work independently on BAU tasks
Collaborate with CMDB, ITSM, and ITOM cross-functional stakeholders to ensure end-to-end service visibility.
Integrations (REST, APIs, MID Server)

Senior Software Engineer - Service Now ITOM