Infosys
Website:
infosys.com
Company:
https://www.linkedin.com/company/infosys
Seniority: Mid-Senior level
Industries: IT Services and IT Consulting
Job details:
Description:
Job Description: ServiceNow ITOM Lead
Role Summary
The ServiceNow ITOM Lead is responsible for driving the design, implementation, governance, and optimization of the IT Operations Management (ITOM) suite within the ServiceNow platform. This role requires deep hands‑on expertise in Discovery, CMDB, Service Mapping, Event Management, AIOps, integrations, and automation—combined with the ability to lead teams, enforce best practices, and ensure operational excellence.
🔷 Key Responsibilities
1. ITOM Solution Delivery
Lead end-to-end design, configuration, and deployment of key ITOM modules:
Discovery, Service Mapping, Event Management, AIOps, Orchestration, CMDB.
Develop and enhance probes, sensors, patterns, and automation workflows.
Ensure platform configuration aligns with ServiceNow architecture and best practices.
2. Platform Development & Customization
Oversee development of custom applications, modules, forms, UI policies, business rules, and workflows within ServiceNow.
Utilize JavaScript, Jelly scripting, and Glide APIs for platform-level scripting and automation.
Build and enhance custom patterns and pattern extensions for Discovery and Service Mapping.
3. CMDB Ownership & Governance
Maintain CMDB integrity by defining data models, CI classes, relationships, and reconciliation rules.
Monitor CMDB health, troubleshoot data inconsistencies, and enforce governance.
4. Discovery & MID Server Operations
Manage and troubleshoot MID servers, ensuring connectivity, credentials, firewall routing, and integration readiness.
Resolve issues related to cancelled discovery schedules, server reachability, pattern execution, and discovery errors.
5. Integrations & Event Management
Build and support integrations using REST, SOAP, and other interface methods.
Implement and troubleshoot Event Management, alert rules, event correlation, and monitoring tool integrations.
Support AIOps features such as anomaly detection and service health insights.
6. Leadership & Collaboration
Collaborate with ITSM, Cloud, Infra, Monitoring, and Architecture teams to align ITOM with business and operational needs.
Provide technical leadership, guidance, and mentorship to team members.
Prepare design documents, test plans, and ensure upgrade-safe implementation.
ITOM-Specific Skills
MID Server Troubleshooting
(connectivity, logs, credentials, firewall, agent issues)
Discovery Troubleshooting
(cancelled schedules, unreachable servers, credential failures)
CMDB Management
(CI class modeling, relationships, reconciliation rules)
Service Mapping
(map creation, pattern creation, custom pattern extensions, map troubleshooting)
SAM Knowledge
(data flows, normalization, CMDB interaction)
Event Management & AIOps
(event rules, alert management, correlation, health insights)
Relevant Experience
7
Mandatory skills
MID Server Troubleshooting
(connectivity, logs, credentials, firewall, agent issues)
Discovery Troubleshooting
(cancelled schedules, unreachable servers, credential failures)
CMDB Management
(CI class modeling, relationships, reconciliation rules)
Service Mapping
(map creation, pattern creation, custom pattern extensions, map troubleshooting)
SAM Knowledge
(data flows, normalization, CMDB interaction)
Event Management & AIOps
(event rules, alert management, correlation, health insights)
Domain (Industry)
Servicenow
Total Experience (Ex. 5-7 Years)
7+
Click on Apply to know more.
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