Job description
Service Now ITOM Developer Job Description
Job Title: Service Now ITOM Developer
Job Overview
We are seeking a skilled Service Now ITOM Developer with over 5 years of experience to
join our dynamic IT team.
The ideal candidate will have extensive hands-on expertise in
implementing, configuring, and optimizing Service Now IT Operations Management
(ITOM) modules, including Discovery, Service Mapping, Event Management, and CMDB.
This role involves designing and developing scalable ITOM solutions, integrating with
third-party systems, and driving automation to enhance IT operations efficiency.
The
candidate will collaborate with cross-functional teams to deliver robust, service-aware
IT solutions that align with business objectives.
Key Responsibilities
• Design and Implementation: Develop, configure, and customize Service Now ITOM solutions, including Discovery, Service Mapping, Event Management, and Cloud Management, to meet business requirements.
• CMDB Management: Ensure accurate population and maintenance of the Configuration Management Database (CMDB) through Discovery and Service Mapping, adhering to best practices and CSDM (Common Service Data Model).
• Integration and Automation: Implement integrations with external systems (e.g., AWS, Azure, monitoring tools) using REST/SOAP APIs, Service Graph Connectors, and orchestration workflows to streamline IT operations.
• Event Management: Configure Event Management rules, alert rules, and event
mappings to enable proactive issue detection and resolution.
• Scripting and Development: Write and maintain scripts (Java Script, Glide Script) for business rules, client scripts, UI actions, and workflows to enhance ITOM functionality.
• Troubleshooting and Optimization: Troubleshoot Discovery logs, service mapping issues, and integration challenges to ensure optimal performance andsystem health.
• Collaboration: Work closely with ITSM, ITAM, and other Service Now module teams to ensure seamless integration and alignment with ITIL processes.
• Documentation and Training: Create technical documentation, including design specifications, test plans, and user guides.
Provide training and support to end-users and stakeholders.
• Continuous Improvement: Stay updated with Service Now releases, best practices, and emerging features to recommend and implement process improvements.
• Governance and Compliance: Adhere to IT change management and governance processes while maintaining platform stability and security.
Required Skills and Qualifications
• Experience: Minimum 5 years of hands-on experience in Service Now
development, with at least 3 years focused on ITOM modules (Discovery, Service
Mapping, Event Management, CMDB).
• Technical Skills:
o Proficiency in Java Script, Glide Script, HTML, CSS, and Service Now scripting (business rules, script includes, UI policies, etc.).
o Strong knowledge of Service Now ITOM modules, including configuration, customization, and troubleshooting.
o Experience with REST/SOAP APIs, Service Graph Connectors, and integration with third-party tools (e.g., AWS, Azure, SCCM).
o Familiarity with ITIL v3/v4 methodologies and their application in Service Now.
o Hands-on experience with Flow Designer, Service Catalog, and Performance Analytics for reporting and dashboards.
• Certifications:
o Service Now Certified System Administrator (required).
o Service Now Certified Implementation Specialist – ITOM (preferred).
o Additional certifications in Event Management, Discovery, or Cloud Management are a plus.
• Soft Skills:
o Strong problem-solving and analytical skills to address complex ITOM challenges.
o Excellent communication skills to interact with technical and non-technical stakeholders, including network engineers, systemadministrators, and business teams.
o Ability to work in a fast-paced, agile environment and manage multiple priorities.
• Education: Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).
Preferred Qualifications
• Experience with Service Now Orchestration and Cloud Provisioning and Governance (CPG).
• Knowledge of network protocols, MID servers, and infrastructure setup for effective Discovery implementation.
• Familiarity with AIOps, machine learning, or AI-driven insights within Service Now ITOM.
• Experience working with Agile/Scrum methodologies and SAFe framework.
- • Prior experience in consulting or advisory
Required Skill Profession
Other General