Servicenow Developer (ITOM)

Lead support and enhancement activities for ServiceNow ITOM modules, including Discovery, Service Mapping, Event Management, Cloud Discovery (AWS/Azure/GCP), and CMDB & Data Management. Perform hands-on configuration and development for ITOM use cases and build integrations and automations across monitoring and cloud platforms.

Responsibilities

• Lead support and enhancement activities for ServiceNow ITOM modules, including:
• Discovery
• Service Mapping
• Event Management
• Cloud Discovery (AWS/Azure/GCP)
• CMDB & Data Management
• Perform hands-on configuration and development for ITOM use cases:
• Business Rules, Client Scripts
• Flow Designer automation
• Manage and maintain ServiceNow Discovery:
• Configure discovery schedules, patterns, and probes
• Troubleshoot identification and classification issues
• Optimize credential usage and MID Server performance
• Design and maintain Service Mapping:
• Create and manage application services
• Define service maps using top-down and tag-based approaches
• Ensure service visibility and dependency accuracy
• Implement and enhance Event Management:
• Configure event rules, alert correlation, and suppression
• Reduce noise and improve alert quality
• Integrate monitoring tools (e.g., Azure Monitor, SolarWinds, SCOM, Dynatrace, etc.)
• Ensure CMDB health and data quality:
• Manage CI relationships and lifecycle
• Support reconciliation and identification rules
• Align CMDB with CSDM standards
• Develop automation using:
• Flow Designer
• Integration Hub
• Orchestration workflows
• Build and support integrations with external systems using:
• REST/SOAP APIs
• MID Server
• Monitoring and cloud platforms
• Perform data operations including:
• Data imports (Import Sets, Transform Maps)
• Data validation and cleanup

Required Skills

• Strong hands-on experience in ServiceNow ITOM modules:
• Discovery, Service Mapping, Event Management
• Good understanding of:
• CMDB, CSDM framework
• Infrastructure components (servers, network, cloud)
• Hands-on experience in: Flow Designer, Integration HubREST/SOAP API integrations
• Experience in troubleshooting discovery issues and CMDB data inconsistencies
• Knowledge of cloud platforms (Azure/AWS/GCP) is an added advantage
• Familiarity with AIOps and event correlation concepts