Snow ITOM

Role & responsibilities

Key Responsibilities

• Design, develop, and enhance ServiceNow ITOM solutions.
• Configure and support:
• Discovery
• CMDB
• Service Mapping
• Event Management
• Cloud Discovery
• Orchestration
• Configure and troubleshoot MID Servers.
• Develop Discovery Patterns, Probes, Sensors, and Credentials.
• Implement Identification & Reconciliation Rules (IRE).
• Maintain CMDB health, data governance, and CSDM compliance.
• Integrate ServiceNow with monitoring tools such as SolarWinds, Dynatrace, AppDynamics, SCOM, LogicMonitor, and Zabbix.
• Develop integrations using REST APIs, SOAP, IntegrationHub, and Flow Designer.
• Perform L3 troubleshooting for Discovery failures, Service Mapping issues, MID Server connectivity, and Event Management incidents.
• Perform root cause analysis (RCA) and implement permanent fixes.
• Optimize Event Management through alert correlation, deduplication, and noise reduction.
• Participate in platform upgrades, cloning, patching, and release management.
• Conduct code reviews and mentor junior developers.
• Work closely with Infrastructure, Cloud, Network, DevOps, and Security teams.

Required Technical Skills

• ServiceNow ITOM Suite
• Discovery
• CMDB
• CSDM
• Service Mapping
• Event Management
• Cloud Discovery
• MID Server
• JavaScript
• Glide API
• Flow Designer
• IntegrationHub
• REST & SOAP APIs
• JSON/XML
• PowerShell
• Python (preferred)
• Linux & Windows Administration
• Networking Fundamentals (DNS, TCP/IP, SNMP, WMI, SSH)
• Virtualization (VMware)
• AWS / Azure / GCP
• ITIL Framework
• Agile/Scrum

Monitoring Tool Experience

• SolarWinds
• Dynatrace
• AppDynamics
• SCOM
• LogicMonitor
• Zabbix
• Nagios
• Splunk

L3 Support Responsibilities

• Resolve high-priority P1/P2 incidents.
• Troubleshoot Discovery and Service Mapping failures.
• Investigate CMDB data inconsistencies.
• Analyze MID Server connectivity issues.
• Optimize Event Management performance.
• Perform RCA and preventive improvements.
• Support production deployments and emergency fixes.

Certifications

Mandatory

• ServiceNow Certified System Administrator (CSA)

Preferred

• ServiceNow Certified Application Developer (CAD)
• Certified Implementation Specialist Discovery
• Certified Implementation Specialist – Event Management
• Certified Implementation Specialist – Service Mapping
• ITIL Foundation

Preferred Qualifications

• Experience with enterprise ITOM implementations.
• Strong knowledge of cloud infrastructure (AWS, Azure, GCP).
• Familiarity with DevOps, CI/CD, and automation tools.
• Experience with CSDM implementation and CMDB governance.
• Ability to lead technical discussions and mentor junior engineers.