ServiceNow ITOM Lead

About the Role

• Lead and drive Service Now ITOM initiatives across Discovery, CMDB, Service Mapping, Event Management, and Cloud Management.
• Define and execute the ITOM strategy and roadmap aligned with business objectives.
• Design scalable and robust ITOM solutions, ensuring adherence to Service Now best practices.
• Establish CMDB governance, data quality standards, and CI lifecycle management processes.
• Lead end-to-end ITOM implementations, enhancements, upgrades, and platform optimization.
• Design and implement integrations with monitoring, cloud, and third‑party tools.
• Drive automation, event correlation, alert management, and operational efficiency improvements.
• Manage Agile delivery, sprint planning, backlog prioritization, and release execution.
• Collaborate with stakeholders, architects, and leadership teams to deliver business value.
• Act as the ITOM subject matter expert, conducting workshops, demos, and knowledge‑sharing sessions.

• 8+ years of experience in ITSM/ITOM, including 4+ years of hands‑on Service Now ITOM experience.
• Strong expertise in Discovery, CMDB, Service Mapping, Event Management, and Cloud Management.
• Extensive experience with MID Server configuration, administration, and troubleshooting.
• Deep understanding of CMDB architecture, CSDM, governance, reconciliation, and data quality.
• Strong knowledge of infrastructure technologies, including Servers, Networks, AWS, and Azure.
• Hands‑on experience with REST/SOAP APIs, Integration Hub, JavaScript, and Glide APIs.
• Proven experience integrating Service Now with monitoring and APM tools such as Dynatrace and Solar Winds.
• Experience leading large‑scale enterprise ITOM implementations and multi‑instance environments.
• Strong problem‑solving, stakeholder management, and leadership skills.
• Excellent communication skills with the ability to engage technical teams and senior leadership.

• Hybrid Work Model: We’ve adopted a flexible hybrid working environment (2‑3 days a week in the office depending on the role) for our office‑based roles while delivering a seamless experience that is digitally and physically connected.
• Flexibility & Work‑Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work‑life balance.
• Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow’s challenges and deliver real‑world solutions. Our Grow My Way programming and skills‑first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI‑enabled future.
• Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company‑wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.
• Culture: Globally recognized, award‑winning reputation for inclusion and belonging, flexibility, work‑life balance, and more. We live by our values:
  Obsess over our Customers, Compete to Win, Challenge (Y) our Thinking, Act Fast / Learn Fast, and Stronger Together.
• Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro‑bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.
• Making a Real‑World Impact: We are one of the few companies globally that helps its customers pursue justice, truth, and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.

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