ServiceNow ITOM Specialist

Infosys Limited; Raleigh (NC); On-site; USD 110,000 - 160,000; Full time

Benefits offered by this job

Long-term Disability

Health & Dependent Care Reimbursement

Insurance

401(k) plan

Job summary

Infosys Limited is seeking an Infrastructure Consultant 2 to lead ServiceNow ITOM initiatives, focusing on Discovery, CMDB health, and multi-cloud integration across AWS, Azure, and GCP. You will collaborate with onsite and offshore teams to deliver scalable, secure infrastructure solutions.

The role emphasizes incident resolution, proactive assessments, and automation using Python, MID Server, and CI/CD practices.

Qualifications

• Experience in design and hands-on implementation of ServiceNow ITOM: Discovery, Service Mapping, Event Management.
• Strong knowledge of CMDB, CSDM and MID Server configuration.
• Experience integrating AWS, Azure, and GCP with ServiceNow CMDB.
• Python scripting for automation and tooling.

Responsibilities

• Resolve complex incidents and document preventive recommendations.
• Evaluate client IT infrastructure and prepare assessment reports.
• Design scalable IT infrastructure solutions and create technical documentation.
• Coordinate deployments and release readiness with cross-functional teams.
• Ensure security checks and compliance audits are conducted.

Skills

ServiceNow ITOM

ServiceNow Discovery

Cloud integration

Python scripting

MID Server

CSDM framework

CMDB health

AWS expertise

Education

Bachelor’s degree

Tools

Discovery Patterns

Sensors

IRE

CMDB

Job description

Work Location

State / Region / Province

Arizona, Connecticut, North Carolina, Texas

Country

USA

Domain

Delivery

Interest Group

Company

ITL USA

Requisition ID

153676BR

Technical Skills 1

Technology|Infra_ToolAdministration-ITSM|ServiceNow-ITOM

Technical Skills 2

Technology|Infra_ToolAdministration-ITSM|ServiceNow

Technical Skills 3

Technology|Cloud Integration and API Management|Cloud Integration and API Management - ALL

Overview

The Infosys Financial Services unit is a global leader in driving digital transformation for financial institutions. We specialize in leveraging advanced technologies such as AI, cloud, and data-led innovation to help our clients accelerate growth and unlock business value. Our AI-driven solutions empower financial institutions to make smarter decisions, enhance customer experiences, and achieve operational excellence. Join us to be part of a pioneering team that is at the forefront of financial services transformation. You'll have the opportunity to work with cutting-edge AI technologies, collaborate with industry experts, and contribute to transformative projects across banking, wealth management, and insurance sectors. If you're passionate about AI and eager to make a significant impact, the Infosys Financial Services unit is the perfect place for you to grow and excel.

In the assigned Job Role of Infrastructure Consultant 2, your Area Of Responsibility will be as below:

• Collaborate with internal and client teams to resolve complex incidents, conduct root cause analyses, and document findings with preventive recommendations
• Participate in evaluation of client IT infrastructure, prepare actionable assessment reports, and support due diligence to document infrastructure maturity and improvement opportunities
• Contribute to the design of scalable, cost-effective IT infrastructure solutions, review reusable components, and develop technical documentation for deployed systems
• Align release schedules and environment readiness, execute deployments as per protocols, perform post-deployment testing, and manage version control to track changes
• Co-ordinate maintenance schedules, emergency fixes, and technology upgrades while ensuring uninterrupted integration into existing systems and processes
• Facilitate performance data analysis across systems, coordinate insights on system behavior, and support capacity planning to optimize performance
• Conduct security checks, recovery drills, and compliance audits, implement security measures, and coordinate continuity plans to maintain adherence to standards
• Gather feedback to identify automation opportunities, analyze existing infrastructure processes, and propose enhancements for efficiency gains
• Act as liaison with onsite, offshore, and vendor teams to document project requirements, ensuring effective collaboration
• Develop a centralized repository of technical and procedural knowledge, leveraging insights from other projects to drive efficiency and retain organizational expertise

Your contribution to the team:

• A collaborative spirit and excellent communication skills.
• Ability to handle complex incidents and implement resolutions
• A knack for conducting IT infrastructure assessment and identifying key optimization opportunities
• Focused approach towards deployment management, system optimization, and process automation initiatives including sector specific focus
• The ability to work with cross-functional teams

Required Skill and Experience

• Experience and proven specialization in design and hands-on implementation of ServiceNow ITOM – Discovery, Service Mapping, Event Management and Orchestration with deep understanding on IT Infrastructure.
• Experience in design and implementing CSDM framework and CMDB
• Strong hands-on experience implementing and supporting ServiceNow Discovery. Expertise with MID Server configuration, Discovery Patterns, Sensors, Identification & Reconciliation Engine (IRE), and CMDB health.
• Experience in integrating, discovering and managing AWS, Azure, GCP cloud resources within ServiceNow CMDB.
• ServiceNow Discovery, MID Server configuration, Discovery Patterns & Sensors, Identification & Reconciliation Engine (IRE), CMDB and CSDM – hands-on implementation and Troubleshooting experience
• Cloud resources integration and discovery – AWS, Azure, and GCP resources within ServiceNow CMDB
• Python scripting – for automation and tooling
• Cloud infrastructure concepts & networking – general cloud/networking knowledge
• AI-assisted development tools – GitHub Copilot, ServiceNow AI tools, GenAI coding assistants

Preferred Skill and Experience

• ITOM developer experience in some or all ITOM application areas (Service Mapping, SAM, Event Management, Orchestration)
• Intermediate Windows and Unix administration skills including OS PowerShell and Bash scripting and config file interpretation/parsing
• ServiceNow Certified Implementation Specialist (CIS) in any ITOM applications strongly desired
• Integration experience (SOAP, REST, and JSON as well as JDBC and file imports)
• Administration of a ServiceNow instance including the management of users, groups, and roles, ACLs, business rules, workflows, UI actions, UI policies, dictionary experience a plus
• AWS experience -extensive AWS expertise is a plus
• Experience with enterprise-scale ServiceNow deployments

Additional Required Qualifications

• Bachelor’s degree or foreign equivalent required from an accredited institution. Will also consider three years of progressive experience in the specialty in lieu of every year of education.
• This position may require relocation and/or travel to work/project location.
• Candidates authorized to work for any employer in the United States without employer-based visa sponsorship are welcome to apply. Infosys is unable to provide immigration sponsorship for this role now or in the future.

Along with competitive pay, as a full-time Infosys employee you are also eligible for the following benefits:

• Long-term/Short-term Disability
• Health and Dependent Care Reimbursement Accounts
• Insurance (Accident, Critical Illness , Hospital Indemnity, Legal)
• 401(k) plan and contributions dependent on salary level

About Us

Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.

EEO

Infosys provides equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability.