Job Description

ServiceNow Developer – ITSM & ITOM (Discovery, CMDB, Service Mapping)

Role Summary

• We are seeking a highly skilled ServiceNow Developer with strong expertise in ITSM and ITOM modules including Discovery, CMDB, and Service Mapping.
• The role involves designing and implementing end-to-end service management and operations solutions, ensuring visibility, reliability, and automation across enterprise IT infrastructure.
• The candidate will play a key role in CMDB governance, service mapping, and integration of monitoring tools for proactive operations.

Key Responsibilities

• Design and develop ITSM modules (Incident, Problem, Change, Request, Service Catalog)
• Implement and manage ITOM modules including Discovery, CMDB, and Service Mapping
• Configure and maintain Discovery schedules, probes, sensors, and patterns
• Develop and maintain CMDB data model, relationships, and governance policies
• Implement Service Mapping (top-down and tag-based approaches)
• Integrate monitoring/event tools with ServiceNow (Event Management)
• Develop automation using Flow Designer and IntegrationHub
• Customize workflows, UI policies, and business rules
• Perform data reconciliation and CMDB health improvements
• Support testing, upgrades, and production issues
• Collaborate with architects, stakeholders, and infrastructure teams

Required Skills & Qualifications

• Strong experience in ITSM development
• Hands-on expertise in ITOM (Discovery, CMDB, Service Mapping)
• Strong understanding of CMDB data model and CSDM framework
• Experience in configuring probes, sensors, and discovery patterns
• Proficiency in JavaScript, Glide APIs, Flow Designer
• Experience with REST/SOAP integrations and MID Server
• Knowledge of ITIL processes and service lifecycle

Preferred Skills

• Experience with Event Management and AIOps
• Exposure to cloud discovery (AWS, Azure, GCP)
• Knowledge of Performance Analytics and dashboards
• DevOps and CI/CD integration experience
• Understanding of infrastructure monitoring tools (Dynatrace, SolarWinds, etc.)

Certifications

• ServiceNow Certified System Administrator (CSA) – Mandatory
• Certified Implementation Specialist – ITSM – Preferred
• Certified Implementation Specialist – ITOM – Mandatory
• ServiceNow Certified Application Developer (CAD) – Good to have

Prerequisites

• Bachelor’s degree in Computer Science / IT or related field
• 5–8 years of ServiceNow development experience
• Minimum 3+ years of ITOM (Discovery/CMDB/Service Mapping) experience
• Strong understanding of enterprise IT infrastructure
• Experience working in Agile environments

Soft Skills

• Strong analytical and troubleshooting skills
• Excellent communication and stakeholder management
• Ability to work in cross-functional teams
• Proactive and solution-oriented mindset

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Do

• Ensure timely response of all the tickets raised by the client end user
• Service requests solutioning by maintaining quality parameters
• Act as a custodian of client’s network/ server/ system/ storage/ platform/ infrastructure and other equipment’s to keep track of each of their proper functioning and upkeep
• Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe
• Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction
• Provide an acceptance and immediate resolution to the high priority tickets/ service
• Installing and configuring software/ hardware requirements based on service requests
• 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations
• Provide application/ user access as per client requirements and requests to ensure timely solutioning
• Track all the tickets from acceptance to resolution stage as per the resolution time defined     by the customer
• Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction
• Coordinate with on-site team for complex problem resolution and ensure timely client servicing
• Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner

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Deliver

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