As a ServiceNow ITOM Consultant, you will play a pivotal role in proactively providing our clients with monitoring, management, and optimisation of IT infrastructure services. Your expertise and industry knowledge will be leveraged to ensure our clients receive cutting-edge solutions tailored to their unique needs. You will work closely with our team of experts, contributing to our mission of delivering exceptional service.

Main Duties & Responsibilities:

- Lead client workshops to gather requirements and translate them into scalable ITOM solutions.

- Design, develop, and implement ServiceNow ITOM solutions such as Discovery, Service Mapping, Event Management, Cloud Discovery and AIOps.

- Perform health checks and continuous improvement of existing ServiceNow ITOM implementations.

- Design and maintain CMDB architecture, including identification rules, reconciliation rules, and data governance.

- Configure MID Servers and troubleshoot connectivity issues.

- Develop and optimise Service Maps using both top-down and tag-based approaches.

- Configure, manage, and troubleshoot ServiceNow Discovery (patterns, probes, credentials, horizontal & vertical discovery), ensuring secure and reliable data collection

- Diagnose and resolve discovery issues using logs, ECC queue, and debugging tools, while building and maintaining accurate service maps for business-critical applications

- Configure and optimise Event Management (event rules, alert correlation, noise reduction, aggregation, and deduplication) to improve signal-to-noise ratio

- Integrate monitoring tools (e.g., SolarWinds, Dynatrace, AppDynamics) and enable Operational Intelligence/AIOps capabilities, including RCA workflows

- Work with third-party tools like SCCM, JAMF, Tanium, etc., for data ingestion

- Develop automation workflows to improve incident response and operational efficiency

- Collaborate with cross-functional teams to ensure application performance,



infrastructure monitoring aligns with business requirements.

- Support pre-sales activities including solutioning, estimations, and client presentations

- Define and implement ITOM best practices, standards, and governance frameworks

- Ensure alignment of ITOM solutions with overall IT strategy and enterprise architecture

- Mentor junior team members and contribute to team capability building

Experience:

- 7-9 years of experience in Service Assurance, IT Operations, or a related field.

- Minimum 3-5 years of hands-on experience in ServiceNow ITOM implementations.

Knowledge:

- Strong hands-on experience in Discovery, Service Mapping, CMDB and Event Management.

- Strong hands-on experience with MID Server setup and troubleshooting, IRE and Pattern-based discovery.

- Strong understanding of service modelling concepts and methodologies (ITIL Service Management a plus).

- Strong understanding of networking protocols, firewalls, Windows and Linux operating systems, and scripting.

- Experience with cloud platforms (AWS, Azure and GCP).

- Experience with scripting languages (e.g., Python, PowerShell) and APIs.

- Exposure to AIOps and automation tools

Skills:

- Excellent problem-solving skills and the ability to work in a rapid-paced environment.

- Strong communication skills and the ability to work collaboratively with cross-functional teams.

- A proactive mindset with strong ownership and accountability

- Ability to think from a business perspective, not just technical execution

- Robust collaboration and leadership qualities

- Continuous learner who stays updated with industry trends and innovations

- Someone who can bring practical ideas and drive real impact

- Ability to work independently and as part of a team.

Qualifications:

- Bachelor's degree in Computer Science, Information Technology, or a related field is preferred.

- ServiceNow Certified System Administrator (CSA) and ServiceNow Certified Implementation Specialist ITOM (CIS-ITOM) certifications.

📌 ServiceNow ITOM Consultant (Indore)
🏢 Fusion Global Business Solutions
📍 Indore