ITOM Engineer

Job Description:

Key Responsibilities:

Solution Design & Architecture:

• Develop and design ServiceNow ITOM solutions, including Discovery, Service Mapping, Event Management, Cloud Management, and Orchestration.
• Translate business requirements into scalable and efficient ServiceNow solutions.
• Define integration strategies between ServiceNow ITOM and other ITSM/ITOM tools.

Implementation & Customization:

• Lead the implementation and configuration of ITOM modules, ensuring best practices are followed.
• Customize workflows, scripts, and other components to meet client-specific needs.

Stakeholder Collaboration:

• Work closely with business stakeholders, IT teams, and third-party vendors to gather requirements and align solutions with business goals.
• Provide technical leadership and guidance during project planning and execution phases.

Governance and Best Practices:

• Ensure compliance with industry standards and organizational policies for ServiceNow implementations.
• Establish governance frameworks for ongoing management and maintenance of ITOM modules.

Troubleshooting & Optimization:

• Identify and resolve issues related to ServiceNow ITOM performance and functionality.
• Continuously optimize configurations for improved efficiency and performance.

Training & Documentation:

• Create comprehensive documentation, including design specifications, implementation plans, and user guides.
• Provide training and knowledge transfer to internal teams and end-users.

Experience:

• 2 – 4 years of experience with ServiceNow, with at least 1 year specializing in ITOM.
• Proven experience designing and implementing ServiceNow ITOM modules like Discovery, Event Management, and Service Mapping.

Certifications:

• ITIL Foundation or higher is a plus.

Technical Skills:

• Strong expertise in ServiceNow platform architecture, including MID servers and integrations.
• Proficiency in scripting languages (e.g., JavaScript, PowerShell).
• Knowledge of network infrastructure, cloud technologies, and monitoring tools.
• Familiarity with CMDB, AIOps, and automation solutions.

Key Competencies:

• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal skills to interact with technical and non-technical stakeholders.
• Ability to work independently and lead cross-functional teams in a fast-paced environment.

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