- Lead customer discovery workshops and requirement-gathering sessions.
- Analyze current-state operational and asset management processes.
- Design future-state processes aligned with ITIL and ServiceNow best practices.
- Translate business requirements into functional solution designs.
- Advise clients on process optimization, automation, and governance strategies.
ServiceNow ITOM Responsibilities
- Design and implement ITOM solutions, including:
- Discovery
- Service Mapping
- Event Management
- Operational Intelligence
- Cloud Discovery
- AIOps
- CMDB Health
- Define CI identification and reconciliation strategies.
- Establish CMDB governance and data quality processes.
- Design monitoring and event correlation strategies.
- Support infrastructure and application visibility initiatives.
- Define asset governance models and compliance controls.
- Drive software reclamation and optimization initiatives.
- Improve asset visibility and utilization across the enterprise.
- Establish inventory management and audit readiness processes.
Solution Design & Architecture Support
- Collaborate with ServiceNow Architects and Technical Consultants.
- Create business process flows and functional specifications.
- Validate solution designs against business requirements.
- Participate in architecture and design reviews.
- Support integration requirements with external tools and platforms.
Stakeholder Management
- Engage with IT Operations, Infrastructure, Security, Procurement, Asset Management, and Leadership teams.
- Facilitate workshops, demonstrations, and governance meetings.
- Present recommendations and transformation roadmaps to executive stakeholders.
- Act as a trusted advisor throughout the project lifecycle.