Role Overview :

We are looking for an experienced ServiceNow and GCP professional to support enterprise Cloud Operations and IT service management initiatives. The role will involve integrating ServiceNow ITSM/ITOM capabilities with GCP operations, improving operational visibility, automating IT processes, and driving incident, problem, change, and configuration management across cloud environments.

The ideal candidate should have strong experience in ServiceNow, cloud operations, GCP, ITOM/ITSM processes, and automation.

Key Responsibilities :

- Manage and enhance ServiceNow capabilities supporting cloud operations and IT service management.
- Work with infrastructure and cloud teams to integrate GCP environments with ServiceNow.
- Configure and maintain ServiceNow modules related to ITSM and ITOM.
- Support incident, problem, change, request, and configuration management processes.
- Implement cloud discovery and infrastructure visibility using ServiceNow Discovery and CMDB.
- Integrate GCP infrastructure and services with ServiceNow CMDB.
- Develop and maintain ServiceNow workflows, business rules, client scripts, UI policies, and integrations.
- Support automation of operational processes through ServiceNow workflows and orchestration.
- Monitor cloud infrastructure and ensure operational incidents are properly identified, tracked, and resolved.
- Work with GCP teams to troubleshoot infrastructure and service-related issues.
- Develop integrations between ServiceNow and cloud monitoring, ticketing, identity, and infrastructure platforms.
- Ensure CMDB data remains accurate, complete, and aligned with the actual cloud environment.
- Support configuration item discovery, relationship mapping, and service dependency management.
- Drive automation for repetitive operational activities and reduce manual intervention.
- Participate in incident reviews and root-cause analysis for recurring operational issues.
- Support service availability, performance, and capacity management.




- Develop dashboards and reports to provide operational visibility to stakeholders.
- Create technical documentation, operational procedures, and support runbooks.
- Collaborate with security, infrastructure, DevOps, application, and service management teams.
- Participate in platform upgrades, enhancements, integrations, and migration initiatives.

Required Technical Skills :

- 8 - 10 years of experience in ServiceNow, ITSM, ITOM, Cloud Operations, or related technologies.
- Strong hands-on experience with ServiceNow.
- Strong understanding of ServiceNow ITSM and ITOM processes.
- Experience with ServiceNow Discovery and CMDB.
- Good understanding of Configuration Items, CI relationships, service mapping, and CMDB governance.
- Strong experience with Google Cloud Platform.
- Working knowledge of GCP services including Compute Engine, GKE, Cloud Storage, VPC, IAM, Cloud Monitoring, and Cloud Logging.
- Experience integrating ServiceNow with cloud platforms and enterprise tools.
- Experience with REST/SOAP APIs and web services.
- Knowledge of JavaScript for ServiceNow customization and scripting.
- Experience developing workflows, business rules, client scripts, script includes, and integration components.
- Understanding of cloud monitoring, incident management, and operational processes.
- Knowledge of ITIL practices and service management frameworks.
- Experience with automation and orchestration of IT operations.

Positive to Have :

- ServiceNow Certified System Administrator.
- ServiceNow Certified Implementation Specialist - ITOM.
- ServiceNow Certified Application Developer.
- Google Cloud certification.
- Experience with ServiceNow IntegrationHub.
- Experience with ServiceNow Service Mapping.
- Exposure to DevOps, CI/CD, Terraform, or Kubernetes.
- Experience in enterprise-scale cloud transformation projects.

Key Success Areas :

- Improved cloud operational visibility through ServiceNow.
- Accurate and reliable CMDB.
- Higher automation across IT operations.
- Faster incident detection and resolution.
- Strong integration between GCP and ServiceNow.
- Improved service reliability, governance, and operational efficiency.

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