Lead Consultant -ServiceNow ITOM

Job Summary

We are looking for an experienced Senior ServiceNow ITOM Developer /Lead Consultant with strong hands-on experience in implementing and supporting ServiceNow ITOM solutions. The candidate will be responsible for designing, configuring, developing, integrating, and maintaining ITOM capabilities across Discovery, Service Mapping, Event Management, CMDB, and related ServiceNow modules.

The candidate should have a strong understanding of CMDB, CSDM, Discovery, Service Mapping, Event Management, MID Server, integrations, and ITOM health/governance.

Key Responsibilities

• Design, configure, develop, and maintain ServiceNow ITOM solutions.
• Implement and support ServiceNow Discovery across infrastructure and application environments.
• Configure and manage MID Servers, including installation, configuration, troubleshooting, and upgrades.
• Develop and maintain Service Maps for critical business applications.
• Configure Event Management to process infrastructure and application alerts.
• Integrate monitoring tools with ServiceNow Event Management.
• Configure event rules, alert management, correlation, and alert-to-incident automation.
• Implement and maintain CMDB and ensure data quality and accuracy.
• Work with CSDM principles to maintain appropriate relationships between business services, applications, technical services, and infrastructure.
• Configure CI identification and reconciliation processes.
• Troubleshoot Discovery failures, identification issues, duplicate CIs, and incorrect CI relationships.
• Develop integrations using REST/SOAP APIs, IntegrationHub, Import Sets, Transform Maps, and other integration technologies.
• Develop ServiceNow scripts including Business Rules, Script Includes, Client Scripts, UI Policies, GlideRecord, GlideAjax, and scheduled jobs where appropriate.
• Automate ITOM operational processes using Flow Designer and ServiceNow automation capabilities.
• Work with application, infrastructure, cloud, and operations teams to onboard new monitoring sources.
• Participate in ITOM implementation, migration, enhancement, testing, and production deployment activities.
• Analyze ITOM health and recommend improvements in CMDB quality, Discovery coverage, Event Management, and Service Mapping.
• Create technical documentation, design documents, deployment guides, and support documentation.