ServiceNow Discovery Lead

vCustomer Philippines, Inc.; Makati; On-site; PHP 1,800,000 - 3,200,000; Full time

Job summary

vCustomer Philippines, Inc. is seeking an experienced ServiceNow Discovery Lead to serve as the primary customer-facing representative for Discovery and CMDB engagements.

The role acts as a bridge between customer requirements and the technical implementation team, ensuring successful solution delivery. The position involves leading customer discussions, coordinating activities between clients and technical teams, and translating business requirements into technical deliverables.

Qualifications

• 5+ years ITSM/ServiceNow experience.
• 3+ years hands-on ServiceNow Discovery and CMDB.
• Strong Discovery architecture, MID Servers, credential management.
• Experience gathering requirements from customers and designing solutions.
• Excellent communication and stakeholder management.
• Strong analytical and problem-solving abilities.

Responsibilities

• Lead customer discussions and act as primary Discovery project contact.
• Coordinate project activities between customers and technical teams.
• Gather, analyze, and document customer requirements.
• Translate business requirements into technical deliverables.
• Drive Discovery assessments, workshops, and solution reviews.
• Provide guidance on ServiceNow Discovery, Service Mapping, and CMDB best practices.
• Track project progress, risks, and escalations.
• Facilitate status meetings and customer presentations.

Skills

ITSM/ServiceNow experience

Customer communication

Stakeholder management

Analytical thinking

Leadership

Tools

ServiceNow Discovery

CMDB

MID Servers

Service Mapping

ITOM

Job description

Job Summary

We are seeking an experienced ServiceNow Discovery Lead to serve as the primary customer-facing representative for Discovery and CMDB engagements. The role acts as a bridge between customer requirements and the technical implementation team, ensuring successful solution delivery.

Key Responsibilities

• Lead customer discussions and act as the primary Discovery project contact.
• Coordinate project activities between customers and technical teams.
• Gather, analyze, and document customer requirements.
• Translate business requirements into technical deliverables.
• Drive Discovery assessments, workshops, and solution reviews.
• Provide guidance on ServiceNow Discovery, Service Mapping, and CMDB best practices.
• Track project progress, risks, and escalations.
• Facilitate status meetings and customer presentations.

Required Skills & Experience

• 5+ years of overall ITSM/ServiceNow experience.
• 3+ years of hands-on experience in ServiceNow Discovery and CMDB.
• Strong understanding of Discovery architecture, MID Servers, and credential management.
• Experience working directly with customers in requirement gathering and solution design.
• Ability to convert business requirements into technical requirements.
• Excellent communication and stakeholder management skills.
• Strong analytical and problem-solving abilities.

Preferred Qualifications

• ServiceNow CSA Certification
• CIS-Discovery certification
• Exposure to Service Mapping, ITOM, Cloud Discovery, and CMDB Health
• ITIL Foundation certification

Key Competencies

• Customer Management
• Project Coordination
• Requirement Analysis
• Stakeholder Management
• Leadership & Ownership
• Communication & Presentation Skills