Service ITOM; Client - TCS

Greetings !

Hiring for TCS Client !

Role:

Service Now ITOM

Experience: 8+ Years
Employment Type:
Full-Time

Job Summary

We are looking for an experienced Service Now ITOM L3 Support Engineer with 8+ years of hands-on experience in Service Now, particularly across ITOM, Event Management, Discovery, CMDB, and CSDM
.

The candidate will be responsible for providing advanced L3 production support, troubleshooting complex Service Now ITOM and CMDB issues, performing root cause analysis, implementing enhancements, and ensuring platform stability and operational performance.

The role requires strong expertise in Service Now administration, scripting, workflow automation, integrations, platform upgrades, patching, and release management. The candidate will work closely with developers, architects, infrastructure teams, and business stakeholders to resolve critical issues and drive continuous improvement.

Key Responsibilities :

Service Now ITOM & L3 Support

• Provide L3 support for complex Service Now ITOM and platform issues.
• Troubleshoot issues across Event Management, Discovery, CMDB, and CSDM
  .
• Perform detailed Root Cause Analysis (RCA) and implement permanent corrective actions.
• Monitor platform health, performance, availability, and operational stability.
• Identify recurring issues and implement proactive improvements.
• Support Incident, Problem, Change, and Release Management processes.

Service Now Administration

• Manage Service Now instances, users, groups, roles, ACLs, and security configurations.
• Perform platform configuration and administration activities.
• Manage update sets and instance-level changes.
• Conduct periodic platform health and configuration reviews.
• Ensure compliance with security and governance standards.

ITOM Discovery, Event Management & CMDB

• Administer and troubleshoot Service Now Discovery and Discovery schedules.
• Configure and support Event Management, event processing, alerts, and monitoring integrations.
• Maintain CMDB health, CI relationships, data quality, and integrity.
• Troubleshoot Discovery failures and identification/reconciliation issues.
• Support CSDM implementation and adherence to data model standards.
• Troubleshoot MID Server and infrastructure discovery issues.

Development & Automation

• Develop and maintain Service Now scripts using JavaScript.
• Work with Business Rules, Script Includes, Client Scripts, UI Policies, and UI Actions.
• Build and maintain automation using Flow Designer and Workflow Editor.
• Support Integration Hub-based automation and integrations.

Integrations

• Support and troubleshoot REST and SOAP integrations.
• Manage and troubleshoot MID Server integrations.
• Support integrations with LDAP and Azure AD.
• Analyze integration failures, authentication issues, logs, and data synchronization problems.

Upgrades, Patching & Releases

• Manage Service Now platform upgrades from planning through post-upgrade validation.
• Execute patching activities and ensure platform stability.
• Conduct impact analysis, testing, validation, and remediation