Job Summary

We are seeking a hands-on, highly technical ServiceNow ITOM Subject Matter Expert (SME) to lead the technical cleanup and stabilization of a degraded ServiceNow setting. In this role, you will be responsible for "hands-on-keyboard" correction of Discovery failures, CMDB data corruption, and infrastructure visibility gaps. The ultimate objective is to transform the current environment from a "data gap" state into a high-health, reliable baseline that adheres to strict ITIL standards.

Core Responsibilities

CMDB Remediation & Deduplication: Identify and resolve duplicate Configuration Item (CI) records utilizing the Duplicate Remediator and custom background scripts.

IRE Tuning & Governance: Fix and tune Identification and Reconciliation Engine (IRE) rules to eliminate data "flapping" across multiple active data sources.

Lifecycle & Staleness Management: Implement and execute automated archival or deletion strategies for stale CIs that have not been updated by Discovery within 60–90+ days.

Relationship Cleanup: Detect, reconnect, or gracefully retire orphaned CIs that have lost their operational relationships to parent services.

Health Dashboard Optimization:



Configure, maintain, and monitor CMDB Health Dashboards (tracking Completeness, Compliance, and Correctness) to measure remediation progress.

Credential & Discovery Audit: Troubleshoot and fix failing infrastructure credentials (SNMP, SSH, WMI) across global networks to maximize Discovery success rates.

Event & Alert Management: Audit and rewrite Event Rules to eliminate "monitoring storms," configure Alert Management Rules, and optimize monitoring integrations to ensure only actionable alerts reach the console.

Job Requirements

Technical Skills

5–7 years of extensive, hands-on experience with the ServiceNow ITOM suite, specifically CMDB, Discovery, Service Mapping, and the IRE.

Expert-level knowledge of CI classification, identification patterns, and reconciliation logic.

Advanced ServiceNow development scripting capabilities (GlideScript, Business Rules, Script Includes, and background scripts).

Deep technical understanding of global infrastructure protocols, including SNMP, SSH, and WMI.

📌 Lead Software Engineer (Hyderabad)
🏢 Virtusa
📍 Hyderabad