ServiceNow ITOM & CMDB Consultant

We are seeking an experienced Service Now ITOM & CMDB Consultant with strong expertise in IT Operations Management (ITOM) and Configuration Management Database (CMDB) implementations. The ideal candidate will have hands‑on experience in designing, implementing, and optimizing Service Now ITOM modules, Discovery, Service Mapping, Event Management, and CMDB governance while ensuring data accuracy, operational efficiency, and alignment with ITIL best practices.

• Design, develop, configure, and implement Service Now ITOM solutions, including Discovery, Service Mapping, Event Management, and CMDB
  .
• Lead end-to-end implementation and enhancement projects for ITOM and CMDB modules.
• Configure and maintain CMDB architecture
  , data models, CI classes, relationships, and governance processes.
• Implement and manage Service Now Discovery to automate infrastructure and application data population.
• Develop and maintain Service Mapping to establish accurate service‑to‑infrastructure relationships.
• Ensure CMDB data integrity, accuracy, completeness, and compliance with organizational standards.
• Configure integrations with third‑party monitoring and infrastructure tools.
• Create and maintain business rules, workflows, UI policies, client scripts, and automation processes.
• Collaborate with Infrastructure, Cloud, Security, and Operations teams to align CMDB and ITOM capabilities with business requirements.
• Troubleshoot and resolve platform issues related to Discovery, CMDB, integrations, and ITOM functionalities.
• Participate in platform upgrades, patching, testing, and deployment activities.
• Prepare technical documentation, knowledge articles, and solution design documents.
• Follow ITIL best practices and Service Now development standards.

• Strong experience in Service Now ITOM implementation and administration.
• Expertise in CMDB Design, Configuration, Governance, and Data Management
  .
• Hands‑on experience with:
• Service Now Discovery
• Service Mapping
• Event Management
• CMDB Health Dashboard
• MID Server Configuration
• Identification & Reconciliation Engine (IRE)
• Configuration Item (CI) Lifecycle Management
• Strong understanding of Service Now platform architecture and scripting.
• Experience with:
• Java Script
• Business Rules
• Client Scripts
• Script Includes
• Flow Designer
• Integration Hub
• REST/SOAP APIs
• Knowledge of Cloud Discovery (AWS, Azure, GCP) is preferred.
• Familiarity with ITIL processes including Incident, Change, Problem, and Asset Management.

• Service Now Certified System Administrator (CSA) Mandatory
• Service Now Certified Application Developer (CAD) – Preferred
• Service Now ITOM‑related certifications – Preferred

• 5+ years of overall Service Now development and administration experience.
• Proven experience implementing and supporting Service Now ITOM and CMDB solutions
  .
• Experience working in enterprise‑scale environments with complex infrastructure landscapes.
• Strong understanding of CMDB governance, data normalization, and reconciliation processes.

• Experience with Cloud Infrastructure and Hybrid Environments.
• Knowledge of IT Operations, Infrastructure Management, and Monitoring Tools.
• Excellent analytical, troubleshooting, and problem‑solving skills.
• Strong communication and stakeholder management abilities.
• Experience working in Agile/Scrum environments.