Job Description: ITOM Specialist

Role Summary

We are seeking an experienced ITOM Specialist to manage, support, and optimize ServiceNow ITOM operations across multiple data centers. The candidate will be responsible for Business-As-Usual (BAU) discovery activities, troubleshooting discovery issues, and ensuring accurate and up-to-date Configuration Management Database (CMDB) data for hardware, software, and infrastructure components. Additionally, the role will focus on Event Management, Service Mapping, and Integrations, enabling proactive operations, service visibility, and automated incident response across enterprise environments

Key Responsibilities

Design, implement, and enhance ServiceNow ITOM modules, including:
- Discovery
- Event Management
- Service Mapping
- Integration

ITOM Discovery Operations (BAU)
- Perform BAU activities for ServiceNow ITOM Discovery, ensuring scheduled and on-demand discoveries run successfully.
- Ensure compliance with discovery standards and CMDB data quality requirements.

Discovery Troubleshooting & Issue Resolution




- Troubleshoot "Never Scanned" devices and "Not Discovered in Last 21 Days (Stale CI)" for both hardware and software CIs.
- Analyze discovery errors related to credentials, network access, firewall rules, and patterns.
- Identify root causes for incomplete, failed, or inconsistent discovery results and implement corrective actions.
- Ensure accurate CMDB population, normalization, and CI health.

Discovery Behaviour & Pattern Analysis
- Excellent understanding of Discovery Behaviour, including probes, sensors, and patterns.
- Validate classification, identification, and reconciliation (CI Class Manager & IRE) results.
- Configure and manage discovery scans across multiple Data Centers (DCs).

Event Management
- Configure and manage Event Management rules, alerts, correlation, and automated remediation workflows.
- Define and maintain alert management lifecycle, including alert creation, grouping, and closure.

📌 Deloitte- ITOM Specialist (India)
🏢 Trigent Software
📍 India