Job Description

Experience: 7–12 years total; 3–5+ years hands-on in ServiceNow ITOM

Location - PAN india

WO value -350k

Role Overview

We are seeking a seasoned ServiceNow ITOM Implementation Specialist to lead a greenfield rollout of IT Operations Management (ITOM). The role will design and build the CMDB foundation aligned to CSDM, implement Discovery, Service Mapping, Event Management/AIOps, and integrate with enterprise monitoring tools to establish end-to-end operational visibility, proactive incident prevention, and automated remediation.

Key Responsibilities

• Define ITOM implementation roadmap for a greenfield environment: CMDB strategy, CSDM alignment, naming/normalization, and governance.
• Establish standards for credential management, MID Server deployment/topology, network zones, and scan schedules.
• Implement ServiceNow Discovery (SSH, WMI, SNMP, HTTP(S), JDBC), Cloud Discovery (AWS/Azure/GCP), and Agent Client Collector.
• Configure Service Mapping (patterns/probes), business services and dependencies; tune patterns for custom apps and hybrid workloads.
• Deploy Event Management/AIOps: set up connectors, event rules, alert correlation, health dashboards, and noise reduction strategies.
• Implement CMDB health (completeness, correctness, compliance), Identifier & Reconciliation rules, and normalization/DED best practices.
• Build integrations with monitoring/observability tools (SCOM, Nagios, Zabbix, SolarWinds, Dynatrace, AppDynamics, New Relic, Splunk, cloud-native monitors).
• Automate routine operations via Orchestration/IntegrationHub (e.g., credential rotation, server restarts, remediation playbooks).
• Develop dashboards and reports for service health, discovery coverage, CMDB completeness, and event MTTA/MTTR.
• Lead unit/SIT/UAT, performance tuning (MID throughput, ECC queue), and rollout planning.
• Create runbooks, admin guides, and conduct training for platform/ops teams.
• Implement access controls, data protection (credentials vaulting, key management), and ensure compliance with security standards.
• Establish operational processes (CMDB change control, exception handling, discovery failures, credential-less discovery).

Required Skills & Qualifications

• Hands-on ServiceNow ITOM across at least two domains: Discovery, Service Mapping, Event Management/AIOps; plus strong CMDB/CSDM knowledge.
• Proficiency in MID Server setup and troubleshooting, ECC Queue, patterns/probes, and credential strategies (SSH keys, WMI, SNMP, certificates).
• Experience integrating with monitoring/observability platforms (SCOM/Nagios/Zabbix/SolarWinds, Dynatrace/AppDynamics/New Relic, Azure Monitor, Amazon CloudWatch, GCP Operations).
• Strong understanding of networking (routing, firewalls, NAT, proxies, TLS), OS administration (Windows/Linux), and databases (JDBC discovery).
• ServiceNow platform skills: UI policies/business rules, Flow Designer, IntegrationHub, Orchestration, Scripted REST, JavaScript/Glide APIs.
• Demonstrated ability to define governance, data model, and operating processes for a new (greenfield) environment.
• Excellent communication and stakeholder management; ability to lead workshops and translate requirements into technical build.

Education & Certifications

• Bachelor’s degree in Computer Science/Engineering or equivalent.
• ServiceNow CSA (Certified System Administrator) – required/preferred.
• CIS – Discovery / CIS – Event Management / CIS – Service Mapping – preferred.
• CAD (Application Developer) – nice-to-have.
• Relevant cloud/network certifications (AWS/Azure/GCP, CCNA/CCNP) – plus.

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Do

• Provide adequate support in architecture planning, migration & installation for new projects in own tower (platform/dbase/ middleware/ backup)
  • Lead the structural/ architectural design of a platform/ middleware/ database/ back up etc. according to various system requirements to ensure a highly scalable and extensible solution
  • Conduct technology capacity planning by reviewing the current and future requirements
  • Utilize and leverage the new features of all underlying technologies to ensure smooth functioning of the installed databases and applications/ platforms, as applicable
  • Strategize & implement disaster recovery plans and create and implement backup and recovery plans
• Manage the day-to-day operations of the tower
  •  Manage day-to-day operations by troubleshooting any issues, conducting root cause analysis (RCA) and developing fixes to avoid similar issues. 
  • Plan for and manage upgradations, migration, maintenance, backup, installation and configuration functions for own tower
  • Review the technical performance of own tower and deploy ways to improve efficiency, fine tune performance and reduce performance challenges
  • Develop shift roster for the team to ensure no disruption in the tower
  • Create and update SOPs, Data Responsibility Matrices, operations manuals, daily test plans, data architecture guidance etc.
  • Provide weekly status reports to the client leadership team, internal stakeholders on database activities w.r.t. progress, updates, status, and next steps
  • Leverage technology to develop Service Improvement Plan (SIP) through automation and other initiatives for higher efficiency and effectiveness

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Team Management

• Resourcing
  • Forecast talent requirements as per the current and future business needs
  • Hire adequate and right resources for the team 
  • Train direct reportees to make right recruitment and selection decisions 
• Talent Management
  • Ensure 100% compliance to Wipro’s standards of adequate onboarding and training for team members to enhance capability & effectiveness
  • Build an internal talent pool of HiPos and ensure their career progression within the organization
  • Promote diversity in leadership positions
• Performance Management
  • Set goals for direct reportees, conduct timely performance reviews and appraisals, and give constructive feedback to direct reports.
  • Ensure that organizational programs like Performance Nxt are well understood and that the team is taking the opportunities presented by such programs to their and their levels below
• Employee Satisfaction and Engagement
  • Lead and drive engagement initiatives for the team
  • Track team satisfaction scores and identify initiatives to build engagement within the team
  • Proactively challenge the team with larger and enriching projects/ initiatives for the organization or team 
  • Exercise employee recognition and appreciation 

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Deliver

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