About the Job
We are looking for an experienced Senior Technical Consultant specialising in ServiceNow IT Operations Management (ITOM) to design, configure, develop, and support enterprise ServiceNow ITOM solutions. The role will focus on Discovery, Service Mapping, Event Management, CMDB/CSDM, MID Servers, integrations, automation, and platform development. The consultant will help deliver scalable, reliable, and upgrade-safe ServiceNow solutions while providing technical guidance to implementation teams.
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Key Responsibilities
- Configure, develop, and support ServiceNow ITOM solutions.
- Implement and optimise ServiceNow Discovery, Service Mapping, and Event Management.
- Design and configure MID Server topology to support Discovery and integrations.
- Configure Discovery schedules, credentials, patterns, probes, sensors, and related components.
- Design and support event and monitoring integrations with ServiceNow.
- Build and maintain CMDB and CSDM structures aligned with ServiceNow best practices.
- Configure CMDB Identification and Reconciliation Engine (IRE) rules and processes.
- Improve CMDB data quality, completeness, accuracy, and overall CMDB health.
- Develop ServiceNow functionality using JavaScript and Glide APIs.
- Build workflows and automation using Flow Designer and IntegrationHub.
- Support integrations using REST APIs, SOAP services, and other enterprise integration methods.
- Develop and maintain technical designs, configuration documentation, and implementation artefacts.
- Perform technical reviews and code reviews to ensure quality and maintainability.
- Follow ServiceNow development best practices and maintain upgrade-safe configurations and customisations.
- Troubleshoot Discovery, Service Mapping, MID Server, CMDB, and Event Management issues.
- Support System Integration Testing (SIT), User Acceptance Testing (UAT), and defect resolution.
- Support deployment, go-live, post-production stabilisation, and platform optimisation.
- Collaborate with ServiceNow architects, developers, administrators, infrastructure, security, monitoring, and application teams.
- Provide technical guidance and mentoring to consultants and developers.
Technical Requirements
- Strong hands-on experience with ServiceNow IT Operations Management (ITOM).
- Strong experience with ServiceNow Discovery.
- Experience with Service Mapping.
- Strong knowledge of Event Management and monitoring integrations.
- Experience designing and configuring MID Server architecture and topology.
- Strong knowledge of CMDB and Common Service Data Model (CSDM).
- Experience with CMDB population, data quality, Identification and Reconciliation Engine (IRE), and reconciliation.
- Strong ServiceNow scripting experience using JavaScript.
- Experience with Glide API and ServiceNow development.
- Experience with Flow Designer and IntegrationHub.
- Experience with REST APIs, SOAP services, and enterprise integrations.
- Experience integrating monitoring and event-management tools with ServiceNow.
- Strong understanding of ServiceNow development standards and upgrade-safe development.
- Experience troubleshooting and debugging ServiceNow configurations, scripts, integrations, and ITOM components.
- Experience supporting SIT, UAT, deployment, and post-go-live activities.
- Experience across full ServiceNow implementation lifecycles.
Qualifications
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
- 6+ years of relevant technology and ServiceNow experience.
- At least 2+ years of hands-on experience in a ServiceNow ITOM Technical Consultant, Developer, or similar role.
- Proven experience implementing ServiceNow ITOM capabilities across enterprise environments.
- ServiceNow Certified System Administrator (CSA) is preferred.
- ServiceNow Certified Implementation Specialist (CIS) in Discovery or Event Management is highly preferred.
- ServiceNow Certified Application Developer (CAD) is an advantage.
- Strong JavaScript, development, configuration, debugging, and troubleshooting skills.
- Experience providing technical guidance or mentoring to team members.
- Strong analytical and problem-solving skills.
- Strong communication and collaboration skills.
Key Skills
ServiceNow | ServiceNow ITOM | Discovery | Service Mapping | Event Management | CMDB | CSDM | MID Server | IRE | Identification & Reconciliation | CMDB Health | JavaScript | Glide API | Flow Designer | IntegrationHub | REST API | SOAP | Monitoring Integration | Event Integration | ServiceNow Development | Upgrade-Safe Development | SIT | UAT | CSA | CIS Discovery | CAD
