Description: : ServiceNow ITOM Lead

Role Summary The ServiceNow ITOM Lead is responsible for driving the design, implementation, governance, and optimization of the IT Operations Management (ITOM) suite within the ServiceNow platform. This role requires deep hands‑on expertise in Discovery, CMDB, Service Mapping, Event Management, AIOps, integrations, and automation—combined with the ability to lead teams, enforce best practices, and ensure operational excellence.

? Key Responsibilities

- ITOM Solution Delivery

Lead end-to-end design, configuration, and deployment of key ITOM modules:

Discovery, Service Mapping, Event Management, AIOps, Orchestration, CMDB.

Develop and enhance probes, sensors, patterns, and automation workflows.

Ensure platform configuration aligns with ServiceNow architecture and best practices.

2.

Platform

Development & Customization

Oversee development of custom applications, modules, forms, UI policies, business rules, and workflows within ServiceNow.

Utilize JavaScript, Jelly scripting, and Glide APIs for platform-level scripting and automation.

Build and enhance custom patterns and pattern extensions for Discovery and Service Mapping.

- CMDB Ownership & Governance

Maintain CMDB integrity by defining data models, CI classes, relationships, and reconciliation rules.

Monitor CMDB health, troubleshoot data inconsistencies, and enforce governance.

- Discovery & MID Server Operations

Manage and troubleshoot MID servers, ensuring connectivity, credentials, firewall routing, and integration readiness.

Resolve issues related to cancelled discovery schedules, server reachability, pattern execution, and discovery errors.

- Integrations & Event Management





Build and support integrations using REST, SOAP, and other interface methods.

Implement and troubleshoot Event Management, alert rules, event correlation, and monitoring tool integrations.

Support AIOps features such as anomaly detection and service health insights.

- Leadership & Collaboration

Collaborate with ITSM, Cloud, Infra, Monitoring, and Architecture teams to align ITOM with business and operational needs.

Provide technical leadership, guidance, and mentorship to team members.

Prepare design documents, test plans, and ensure upgrade-protected implementation.

ITOM-Specific Skills

MID Server Troubleshooting

(connectivity, logs, credentials, firewall, agent issues)

Discovery Troubleshooting (cancelled schedules, unreachable servers, credential failures)

CMDB Management (CI class modeling, relationships, reconciliation rules)

Service Mapping (map creation, pattern creation, custom pattern extensions, map troubleshooting)

SAM Knowledge (data flows, normalization, CMDB interaction)

Event Management & AIOps (event rules, alert management, correlation, health insights) Relevant Experience

7

Mandatory skills

MID Server Troubleshooting

(connectivity, logs, credentials, firewall, agent issues)

Discovery Troubleshooting

(cancelled schedules, unreachable servers, credential failures)

CMDB Management

(CI class modeling, relationships, reconciliation rules)

Service Mapping

(map creation, pattern creation, custom pattern extensions, map troubleshooting)

SAM Knowledge

(data flows, normalization, CMDB interaction)

Event Management & AIOps

(event rules, alert management, correlation, health insights) Domain (Industry)

Servicenow Total Experience (Ex. 5-7 Years)

7+

📌 ServiceNow ITOM Lead (Hyderabad)
🏢 Infosys
📍 Hyderabad