ServiceNow ITOM Consultant

We are looking for an experienced ServiceNow ITOM Consultant who can take ownership of IT Operations Management capabilities and drive end-to-end implementation, enhancement, and optimization. The ideal candidate should be hands-on, comfortable working independently, and capable of designing scalable ITOM solutions aligned with business needs.

Key Responsibilities

• Define and implement ITOM policies and standard operating procedures (SOPs) to ensure consistent and efficient operations.
• Design and build integrations to onboard new monitoring tools into ServiceNow Event Management (EM).
• Configure and manage Event Management, including event rules, alert correlation, CI binding, and incident routing.
• Work extensively with Flow Designer to automate processes and improve operational efficiency.
• Implement and manage Agent Client Collector (ACC) for data collection and monitoring.
• Leverage Metric Intelligence to enable proactive monitoring and anomaly detection.
• Develop and maintain server-side scripts (Business Rules, Script Includes, etc.) to support custom requirements.
• Ensure effective use and configuration of ITOM plugins
• Collaborate with cross-functional teams to align ITOM solutions with business and operational goals.
• Troubleshoot and optimize existing implementations for performance and reliability.

Required Skills & Experience

• 8+ years of overall IT experience with strong expertise in ServiceNow ITOM.
• Proven experience in Event Management (EM), including event ingestion, alert rules, and CI binding.
• Hands-on experience in integrating external monitoring tools with ServiceNow.
• Strong knowledge of Flow Designer and workflow automation.
• Experience working with Agent Client Collector (ACC).
• Solid understanding and practical exposure to Metric Intelligence.
• Strong scripting experience (JavaScript) on the ServiceNow platform.
• Good working knowledge of ITOM modules and plugins such as CMDB and Discovery
• Ability to work independently and take ownership of deliverables.

Good to Have

• ServiceNow certifications (CSA, CAD, CIS-EM, CIS-DISCO).
• Experience with large-scale ITOM implementations.
• Strong analytical and problem-solving skills.