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)
