Servicenow ITOM Specialist

Roles & Responsibilities

• 5+ years of experience in implementing or architecting ServiceNow solutions
• Experience in designing, configuring, and customizingITOM, CSDM, and CMDB modules
• Must have experience in the design and implementation of the following modules:
• ITOM: Design, setup, and configuration of ServiceNow ITOM modules such as:
• Discovery, Service Mapping, Event Management, Cloud Management,
• Health Log Analytics, Certificate Management, and Orchestration/Integrations
• CSDM:
• Implementing and maintaining the Common Service Data Model (CSDM) framework within the ServiceNow platform
• Defining data requirements, configuring CMDB classes, and establishing relationships between Configuration Items (CIs)
• Defining, creating, and maintaining relationships such as dependencies, containment, and service relationships
• Developing and implementing data management and governance policies to ensure data accuracy, consistency, and completeness
• CMDB:
• Ensuring the CMDB is populated with accurate and up-to-date data
• Maintaining alignment with the IT environment and its relationships with business services
• Extensive experience across the ServiceNow core platform, including security, performance, and compliance
• Extensive experience in third-party integrations using REST/SOAP, Integration Hub, E-bonding, and Service Graph Connectors
• Strong hands-on experience in ServiceNow scripting, including:
• JavaScript, Business Rules, Client Scripts, UI Actions, UI Pages, AngularJS, and Jelly
• Experienced in collaborating with teams to gather requirements and pain points, and translating them into functional specifications
• Conduct workshops and training sessions for end-users to ensure successful adoption of implemented solutions
• Perform system testing, troubleshooting, and issue resolution during implementation phases
• Collaborate with technical teams to define system integrations, ensuring seamless data flow across platforms
• Provide ongoing support to end-users, addressing platform/module-related queries and issues
• Document processes, configurations, and solutions to create comprehensive user guides and training materials
• Excellent communication and interpersonal skills
• Strong ownership, accountability, and attention to detail in all work efforts