POSITION OVERVIEW - Service Now Developer - ITSM/ITAM
We are seeking a highly skilled and certified ServiceNow Developer / Administrator to lead the full-lifecycle implementation, configuration, and ongoing optimisation of both the IT Service Management (ITSM) and IT Operations Management (ITOM) suites on the ServiceNow platform. This is a dual-track technical role requiring deep platform development expertise — from GlideScript and Flow Designer to Integration Hub and REST APIs — combined with strong ITIL process knowledge and operational understanding of enterprise infrastructure monitoring, discovery, and event management.
The ideal candidate can architect and configure the full ITSM module stack (Incident, Problem, Change, Request, CMDB, Knowledge) while simultaneously owning the ITOM capability (Discovery, Service Mapping, Event Management, Health Log Analytics, Cloud Management, and Orchestration). You will bridge the gap between ITSM process owners and infrastructure operations teams — using ServiceNow as the single pane of glass for IT service and operations visibility across the enterprise.
KEY RESPONSIBILITIES
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ITSM Module Implementation & Configuration-
Design, configure, and implement the full ServiceNow ITSM module stack — Incident, Problem, Change, Request, Service Catalogue, Knowledge Management, and SLA/OLA frameworks — aligned to ITIL 4 best practices.
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Build and maintain Service Catalogue items, record producers, order guides, and multi-stage fulfilment workflows including approval chains, task assignments, and notifications.
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Configure Change Management CAB workbench, change models (Standard, Normal, Emergency), risk calculators, and conflict detection for enterprise release governance.
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Implement Problem Management workflows including Known Error Database (KEDB), workaround documentation, and automated problem-to-change linking.
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Design and configure SLA and OLA definitions, SLA stages, pause/resume conditions, retroactive start rules, and breach escalation notifications.
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Build and optimise Agent Workspace views, Unified Agent Desktop layouts, and Now Mobile configurations for front-line support teams.
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Configure Virtual Agent (VA) conversation topics using Natural Language Understanding (NLU) for self-service ticket deflection and guided resolution flows.
ITOM Discovery & CMDB Management-
Deploy, configure, and manage ServiceNow Discovery — horizontal IP-based discovery and top-down application discovery — covering Windows, Linux, network devices, VMware, cloud resources, and storage arrays.
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Architect and maintain the MID Server infrastructure — installation, upgrades, cluster configuration, credential management, and availability monitoring for on-premises and cloud-hosted environments.
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Design and implement the CMDB class hierarchy aligned to the Common Service Data Model (CSDM) — defining CI classes, attributes, relationships, and inheritance rules.
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Configure and manage Discovery patterns, classification rules, identifier entries, and reconciliation rules to ensure accurate, deduplicated CI population.
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Implement CMDB Health dashboards — staleness rules, duplicate CI detection, orphaned relationship cleanup, and completeness scoring with actionable improvement tasks.
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Build and maintain Import Sets, Transform Maps, and scheduled imports to populate CMDB from authoritative external sources including SCCM, Intune, AWS Config, and Azure Resource Manager.
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Design CI relationship maps supporting Impact Analysis — application-to-server-to-network dependency chains for Incident and Change impact assessment.
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Service Mapping & Business Service Modelling-
Build and maintain top-down Service Maps for critical business services — defining entry points, horizontal discovery patterns, and CI relationship hierarchies.
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Develop and customise Service Mapping patterns for complex application stacks including three-tier web applications, middleware services, and cloud-native microservices.
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Configure Business Service Management (BSM) views to surface CI health and alert status in context of business service impact for operations teams.
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Manage tag-based discovery and dynamic CI grouping for cloud environments (AWS, Azure, GCP) where traditional IP-based discovery is insufficient.
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Perform service map audits to validate accuracy, identify missing CIs, and refine pattern logic following platform upgrades or infrastructure changes.
Event Management, HLA & AIOps-
Configure and manage ServiceNow Event Management — connector instances for monitoring tools (Dynatrace, Datadog, Zabbix, SCOM, Nagios, Prometheus), inbound event transforms, and alert deduplication rules.
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Design and implement event correlation rules, alert aggregation policies, and automated alert-to-incident creation rules to reduce noise and drive automated remediation.
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Configure Health Log Analytics (HLA) for metric ingestion, anomaly detection, threshold-based alerting, and predictive correlation of log and metric data.
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Implement ITOM Visibility dashboards — operational views, alert trend analysis, MTTR tracking, and service health scoring for NOC and operations teams.
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Build and maintain Metric Intelligence policies for AI-driven anomaly detection and proactive alert suppression during maintenance windows.
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Integrate Event Management with Zerto, Cohesity, and storage monitoring platforms to surface infrastructure health events directly within the ServiceNow operational view.
Orchestration, Cloud Management & Runbook Automation-
Design and implement ServiceNow Orchestration runbooks for automated remediation — server restarts, service recovery, disk cleanup, certificate renewal, and patch deployment workflows.
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Configure Cloud Management Platform (CMP) for self-service cloud resource provisioning — VM templates, resource quotas, approval workflows, and cost tagging across AWS and Azure.
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Build Orchestration activities using SSH/PowerShell/REST command probes for automated actions on Linux and Windows infrastructure aligned to ITOM event triggers.
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Integrate Orchestration workflows with Ansible Automation Platform and Red Hat Satellite for Linux configuration enforcement and automated patch execution.
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Implement Service Catalog cloud provisioning items connected to CMP for developer self-service — standardised VM, database, and container provisioning with lifecycle management.
Platform Development & Scripting-
Write, test, and maintain server-side GlideScript — Business Rules, Script Includes, Scheduled Jobs, Transform Map scripts, and Event Queue processors for both ITSM and ITOM functions.
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Develop client-side scripts — Client Scripts, UI Policies, UI Actions, and Catalog Client Scripts — to deliver dynamic, context-aware user experiences across ITSM and ITOM forms.
