What you’ll be doing:

• Design and implement ServiceNow ITOM solutions customized for the specific requirements of the organization.

• Collaborate with stakeholders to create a long-term ITOM platform roadmap that aligns with the organizational goals and leverages new ServiceNow features and capabilities.
• Work with IT and business leaders to gather requirements and translate them into a technical design for scalable, enterprise-wide adoption.
• Lead technology project teams with technical direction on ITOM architecture and design.
• Drive the adoption and use of ServiceNow’s best practices and ensure all solutions are aligned with the ITIL framework.
• Help establish and enforce governance processes to maintain the integrity, security, and compliance of the ServiceNow platform.
• Serve as the Subject Matter Expert (SME) acting as the technical authority on ServiceNow ITOM capabilities including conducting training sessions and workshops to drive adoption of ITOM capabilities.
• Configure, customize, and maintain ITOM modules including Discovery, Service Mapping, Event Management, and Orchestration.
• Troubleshoot and resolve complex issues by working closely with other ServiceNow teams to ensure timely resolution of break-fix incidents.
• Provide mentorship and training by guiding and training junior developers and administrators on ITOM best practices and new features
• Monitor ServiceNow updates and assess their impact on existing configurations.
• Stay informed on Gen AI advancements and leverage Now Assist and other AI features within ServiceNow.
• Demonstrate strong leadership, communication, and collaboration skills to manage ITOM projects and teams effectively.
• Design data integration solutions for importing/exporting between ServiceNow and external systems.
• Oversee platform upgrades, perform impact analysis, and execute remediation plans.
• Address escalated issues within CMDB/CSDM and ensure timely resolution.
• Create and maintain comprehensive technical documentation.
• Apply hands-on expertise in troubleshooting and configuring Discovery, Service Mapping, CMDB, and Event Management.
• Conduct root cause analysis and recommend corrective actions for platform issues.

What we’re looking for:

• We are looking for an experienced IT Operations Management (ITOM) professional with more than eight years of expertise, particularly in ServiceNow’s CMDB, Discovery, Event Management, and Service Mappings applications.
• The preferred candidate will demonstrate advanced technical skills in ITOM architecture, design, and implementation, as well as a comprehensive understanding of ITIL best practices.

Required Certifications

• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Implementation Specialist – ITSM (CIS-ITSM)
• ITIL Foundation
• Additional certifications in Discovery, Service Mapping, and Event Management are highly desirable.