Responsible for implementing, troubleshooting, and enhancing ServiceNow CMDB and Discovery modules, managing integrations, and ensuring system reliability through proactive maintenance and upgrades.
Essential Functions
- Analyze, troubleshoot, and resolve incidents for ServiceNow applications.
- Determine root cause (configuration vs defect) and provide corrective actions/workarounds.
- Deploy application upgrades, fixes, and perform operational maintenance.
- Respond to system health alerts and execute scheduled tasks.
- Conduct audits for preventive maintenance and report status.
- Adhere to ITIL guidelines for Incident, Problem, and Change Management.
- Drive high-priority incidents to closure and document root cause analysis.
- Provide break-fix resolutions, create scripts, resolve performance issues, and implement small enhancements.
- Customer management and effective call handling.
Analytical & Decision-Making
- Apply standards, tools, and methods appropriately.
- Demonstrate systematic problem-solving and clear communication.
- Plan, schedule, and monitor work to meet deadlines.
- Rapidly absorb new technical/business information and apply effectively.
Knowledge & Skills
- 3+ years hands-on development in CMDB and Discovery modules.
- Strong JavaScript skills; experience with notifications, email scripts, events, scheduled jobs.
- Familiarity with ServiceNow forms, UI policies, client/server scripts, Glide APIs.
- Integration experience (REST API, SOAP, LDAP, SSO) via MID Servers.
- Knowledge of ITSM processes (Incident, Problem, Change).
- Experience with workflows, catalog items, record producers, and reporting.
- Ability to troubleshoot Windows servers, networking concepts, and security.
- Hands-on with data sources, import sets, ACLs, update sets, and instance upgrades.
Preferred Qualifications
- ServiceNow Certified Systems Administrator.
- ServiceNow Implementation Specialist (CMDB/Discovery).
- ITIL V3/V4 Foundation Certification.
- Strong communication and presentation skills.
