ServiceNow ITOM Engineer

Providence India; Hyderabad; In loco; INR 1.200.000 - 2.400.000; Tempo pieno

Descrizione del lavoro

Providence India is seeking a skilled ServiceNow ITOM Engineer with hands-on experience in Service Mapping, Event Management, and CMDB governance. You will design, implement, and maintain ITOM solutions on the ServiceNow platform to enhance service visibility and reduce alert noise.

You will work on Service Mapping, Event Management, and Discovery, configure CMDB aligned with CSDM, and collaborate with cross-functional teams to onboard services and optimize operations.

Competenze

• Strong experience in ServiceNow ITOM modules, including Service Mapping and Event Management.
• CMDB design, health, and governance; Discovery tools preferred.
• Familiarity with integrations (REST, SOAP, APIs) and cloud platforms (AWS/Azure/GCP) is a plus.

Mansioni

• Design, implement, and maintain ITOM solutions on the ServiceNow platform.
• Develop and maintain business service maps using top-down or traffic-based mapping.
• Implement and manage Event Management with alert rules and thresholds.
• Automate workflows using Flow Designer and Workflows; support L2/L3 ITOM issues.
• Collaborate with stakeholders and participate in upgrades and maintenance.
• Document solutions and configurations.

Conoscenze

ITOM expertise

CMDB governance

Cloud knowledge

Strumenti

ServiceNow ITOM

Service Mapping

Event Management

Discovery

REST/SOAP APIs

MID Server

Flow Designer

Business Rules

Script Includes

Glide APIs

Descrizione del lavoro

We are looking for a skilled ServiceNow ITOM Engineer with hands‑on experience in Service Mapping, Event Management, and a solid understanding of Common Service Data Model (CSDM). The ideal candidate will be responsible for designing, implementing, and maintaining IT Operations Management solutions on the ServiceNow platform to improve service visibility, event correlation, and operational efficiency.

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Key Responsibilities

ServiceNow ITOM Implementation & Support

• Design, develop, and implement ServiceNow ITOM modules, primarily:
• o Service Mapping
• o Event Management
• o Discovery (good to have)
• Configure and maintain CMDB aligned with CSDM best practices
• Ensure data quality, governance, and lifecycle management in CMDB

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Service Mapping

• Develop and maintain business service maps using:
• o Top-down Service Mapping
• o Traffic-based mapping
• Configure patterns, probes, and sensors
• Troubleshoot service maps and improve accuracy and coverage
• Collaborate with application and infrastructure teams to onboard services

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Event Management

• Implement and manage Event Management solutions including:
• o Event correlation and alert management
• o Creation and tuning of alert rules and thresholds
• Integrate monitoring tools (e.g., SolarWinds, Nagios, Azure Monitor, etc.)
• Configure alert aggregation, deduplication, and noise reduction strategies

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Automation & Integration

• o REST/SOAP APIs
• o MID Server
• Automate workflows and processes using:
• o Flow Designer / Workflows
• o Business rules and scripts
• Support event-driven automation from Event Management
• Work closely with stakeholders, architects, and DevOps teams
• Provide L2/L3 support for ITOM-related issues
• Participate in platform upgrades and instance maintenance
• Document solutions, processes, and configurations

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Required Skills & Qualifications

Technical Skills

• Strong experience in ServiceNow ITOM modules:
• o Service Mapping (mandatory)
• o Event Management (mandatory)
• Experience with CMDB design, health, and governance
• o Discovery tools (preferred)
• o Integration technologies (REST, SOAP, APIs)
• Familiarity with cloud platforms (AWS/Azure/GCP) is a plus

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ServiceNow Platform Skills

• o Glide APIs
• Experience with:
• o Business Rules
• o Script Includes
• o Flow Designer
• Understanding of MID Server architecture

Nice to Have

• Experience with Operational Intelligence / AIOps
• Exposure to ITIL processes (Incident, Problem, Change)
• Experience in multi-cloud monitoring environments

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Key Success Metrics

• Accuracy and coverage of service maps
• Reduction in Event noise and alert duplication
• Successful onboarding of services into ITOM