ServiceNow ITOM Senior Developer

OVERVIEW

iTech AG is seeking a Service Now ITOM Senior Developer (IT Operations Management) to deliver the hands-on build and configuration of ITOM solutions for federal customers. This is a senior developer role responsible for delivering the end-to-end ITOM build on the Service Now platform including CMDB, Discovery, Service Mapping, and Event Management, and the integrations that connect it across multiple Service Now products.

The ideal candidate is a hands-on Service Now developer who has built ITOM end-to-end, CSDM-aligned CMDB design, identification and reconciliation, Discovery and MID Server deployment, Service Mapping of application services, event integration and alert correlation, dashboards, and CMDB data population, and can work independently across the full build. They bring proven experience building cross-product Service Now solutions and enterprise integrations in FISMA/FedRAMP-governed environments.

This role contributes to the ITOM technical solution documentation, implements the defined integration and security patterns, and collaborates with the iTech Solution SMEs, customers, and iTech Certified Master Architects.

ROLES AND RESPONSIBILITIES

• Deliver the hands-on build and configuration of the Service Now ITOM solution, CMDB, Discovery, Service Mapping, and Event Management, including the data model and delivery across modules per the phased roadmap
• Demo, build and configure Service Now ITOM capabilities across the solution, including:
• CSDM-aligned CMDB design, CI class modeling, and relationship types
• CMDB identification and reconciliation rules, data source precedence, and CMDB Health (completeness, correctness, compliance)
• Discovery — MID Server deployment, credentials, schedules, IP ranges, and discovery patterns
• Cloud Discovery for AWS, Azure, and/or GCP, including cloud resource and tag-based discovery
• Service Mapping — application service definition, entry points, top-down and tag-based mapping, and custom patterns
• Event Management — event connectors and sources, event rules, field mapping, and event-to-alert transformation
• Alert correlation, aggregation, and alert management rules, including CI binding and impact calculation
• Alert-to-incident automation, notifications, and remediation workflows (Flow Designer / Workflow Studio)
• Operator Workspace, service health dashboards, and Performance Analytics reporting
• Integrations with monitoring and observability tools (e.g., Solar Winds, Splunk, Dynatrace, Datadog, SCOM)
• Build automated alert-to-incident, notification, and remediation workflows — assignment, escalation, tracking, and closure — replacing manual monitoring triage across operations teams
• Configure Discovery across on-premises, cloud, and hybrid environments, including MID Server clustering, credential management, and horizontal and top-down discovery
• Implement Service Mapping for business-critical application services and maintain the maps as infrastructure and applications change
• Build configurable dashboards and reports for CMDB health, discovery coverage, service health, alert volume, and MTTR that end users can adjust without recoding
• Configure Event Management noise reduction — deduplication, correlation, maintenance windows, and alert thresholds — documenting tuning decisions and rationale
• Plan and execute the CMDB data population and migration effort, including:
• Build and maintain the integrations between Service Now ITOM and external systems, including monitoring and observability tools, cloud providers, customer SSO, ITSM/ticketing, and enterprise reporting or data warehouse platforms
• Support the discovery with infrastructure, operations, and application stakeholders to validate environments, data sources, CI classes, and monitoring integrations
• Participate in…