ServiceNow - ITOM Consultant

Fusion Group; Indore; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Fusion Group is seeking a ServiceNow ITOM Consultant in Indore, India. The ideal candidate will play a pivotal role in optimising IT infrastructure services and implementing ServiceNow ITOM solutions. You will lead workshops, design solutions, and ensure client satisfaction through technical expertise. Qualifications include extensive experience (7-9 years) in service assurance or IT operations, and strong skills in tools and programming languages. Join us to drive impactful changes in a collaborative environment.

Qualifications

• 7-9 years of experience in Service Assurance or IT Operations.
• 3-5 years of hands-on experience in ServiceNow ITOM implementations.
• Strong hands-on experience in Discovery, Service Mapping, CMDB, and Event Management.

Responsibilities

• Lead client workshops to gather requirements for ITOM solutions.
• Design and implement ServiceNow ITOM solutions.
• Perform health checks on existing ServiceNow ITOM implementations.
• Configure and troubleshoot ServiceNow Discovery.

Skills

Problem-solving skills

Communication skills

Collaboration abilities

Leadership qualities

Independence

Business perspective thinking

Continuous learner

Education

Bachelor's degree in Computer Science or IT

Tools

ServiceNow

AWS

Azure

GCP

Python

PowerShell

Job description

Fusion GBS is a global leader in service management. We support organizations in transforming their operations through data‑driven insights, scalable digital solutions, and proven methodologies. With over 25 years of experience, we deliver measurable outcomes across industries and simplify complex
challenges to accelerate digital change.

Job Description:

As a ServiceNow ITOM Consultant, you will play a pivotal role in proactively providing our clients with monitoring, management, and optimisation of IT infrastructure services. Your expertise and industry knowledge will be leveraged to ensure our clients receive cutting‑edge solutions tailored to their unique needs. You will work closely with our team of experts, contributing to our mission of delivering exceptional service.

Responsibilities:

• Lead client workshops to gather requirements and translate them into scalable ITOM solutions.
• Design, develop, and implement ServiceNow ITOM solutions such as Discovery, Service Mapping, Event Management, Cloud Discovery and AIOps.
• Perform health checks and continuous improvement of existing ServiceNow ITOM implementations.
• Design and maintain CMDB architecture, including identification rules, reconciliation rules, and data governance.
• Configure MID Servers and troubleshoot connectivity issues.
• Develop and optimise Service Maps using both top‑down and tag‑based approaches.
• Configure, manage, and troubleshoot ServiceNow Discovery (patterns, probes, credentials, horizontal & vertical discovery), ensuring secure and reliable data collection
• Diagnose and resolve discovery issues using logs, ECC queue, and debugging tools, while building and maintaining accurate service maps for business‑critical applications
• Configure and optimise Event Management (event rules, alert correlation, noise reduction, aggregation, and deduplication) to improve signal‑to‑noise ratio
• Integrate monitoring tools (e.g., SolarWinds, Dynatrace, AppDynamics) and enable Operational Intelligence/AIOps capabilities, including RCA workflows
• Work with third‑party tools like SCCM, JAMF, Tanium, etc., for data ingestion
• Develop automation workflows to improve incident response and operational efficiency
• Collaborate with cross‑functional teams to ensure application performance, infrastructure monitoring aligns with business requirements.
• Support pre‑sales activities including solutioning, estimations, and client presentations
• Define and implement ITOM best practices, standards, and governance frameworks
• Ensure alignment of ITOM solutions with overall IT strategy and enterprise architecture
• Mentor junior team members and contribute to team capability building

Experience

• 7-9 years of experience in Service Assurance, IT Operations, or a related field.
• Minimum 3–5 years of hands‑on experience in ServiceNow ITOM implementations

Knowledge

• Strong hands‑on experience in Discovery, Service Mapping, CMDB and Event Management.
• Strong hands‑on experience with MID Server setup and troubleshooting, IRE and Pattern‑based discovery.
• Strong understanding of service modelling concepts and methodologies (ITIL Service Management a plus).
• Strong understanding of networking protocols, firewalls, Windows and Linux operating systems, and scripting.
• Experience with cloud platforms (AWS, Azure and GCP).
• Experience with scripting languages (e.g., Python, PowerShell) and APIs.
• Exposure to AIOps and automation tools

Skills

• Excellent problem‑solving skills and the ability to work in a fast‑paced environment.
• Strong communication skills and the ability to work collaboratively with cross‑functional teams.
• A proactive mindset with strong ownership and accountability
• Ability to think from a business perspective, not just technical execution
• Strong collaboration and leadership qualities
• Continuous learner who stays updated with industry trends and innovations
• Someone who can bring practical ideas and drive real impact
• Ability to work independently and as part of a team.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field is preferred.
• ServiceNow Certified System Administrator (CSA) and ServiceNow Certified Implementation Specialist – ITOM (CIS‑ITOM) certifications.