ITOM Expert - ServiceNow

Responsibilities:

1. Review and optimize existing ServiceNow Discovery configurations, including schedules, MID Servers, credentials, and performance tuning.
2. Validate the quality, completeness, and accuracy of discovered CI data; investigate and resolve data inconsistencies.
3. Enhance and maintain CI relationships and dependency mappings in accordance with industry best practices and the Common Service Data Model (CSDM).
4. Collaborate with stakeholders to identify, validate, and maintain accurate representations of business applications and services in the CMDB.
5. Implement or enhance CMDB health monitoring processes, including dashboards tracking completeness, correctness, and compliance.
6. Provide actionable recommendations and implement improvements to reinforce CMDB governance and long-term sustainability.
7. Document Discovery configurations, CI data models, and related processes; deliver knowledge transfer and training sessions to internal teams.

Qualifications:

• 4–6 years of proven experience in ITOM roles focusing on ServiceNow Discovery and CMDB.
• Strong understanding of ITIL processes, CSDM, and CMDB best practices.
• Hands-on experience with MID Server setup, credential management, and performance optimization.
• Excellent problem-solving, analytical, and documentation skills.
• Strong communication skills for cross-team collaboration.