ServiceNow Lead Engineer – ITOM & TSOM
Role Summary
We are seeking a highly skilled ServiceNow Lead Engineer – ITOM & TSOM to design, develop, implement, and support enterprise-level ServiceNow solutions. The candidate will play a critical role in IT Operations Management and Telecom Service Operations Management initiatives, ensuring platform stability, automation, and operational excellence.
Organizational Placement
- Reports To: Service Delivery Manager / Practice Lead
- Department: ServiceNow Practice
- Team Collaboration: Infrastructure, Operations, Development, Support, and Client Stakeholders
Key Responsibilities
- Implement and manage ServiceNow ITOM & TSOM modules.
- Configure and maintain Discovery, Service Mapping, CMDB, and Event Management.
- Develop workflows, automation solutions, and integrations with third-party systems.
- Troubleshoot platform issues and provide L2/L3 support.
- Collaborate with clients to gather business and technical requirements.
- Ensure CMDB health, data accuracy, and governance compliance.
- Participate in incident resolution, root cause analysis, and system optimization.
- Support deployment activities, upgrades, and enhancements.
- Create technical documentation, SOPs, and knowledge articles.
- Work closely with cross-functional teams for successful project delivery.
RequirementsEducation
- Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field.
Experience
- 6 – 7.5 years of overall IT experience.
- Strong hands-on experience in ServiceNow ITOM & TSOM implementation and support.
- Experience with Discovery, CMDB, Event Management, and integrations.
- Exposure to scripting, workflow automation, and API integrations.
- Client-facing and support experience is mandatory.
Knowledge
- Good understanding of ITIL processes and enterprise IT infrastructure.
- Knowledge of ServiceNow best practices and platform architecture.
- Familiarity with cloud environments and monitoring tools is preferred.
Key Competencies
- Strong analytical and problem-solving skills
- Excellent communication and stakeholder management
- Client handling and coordination skills
- Team collaboration and mentoring ability
- Ownership mindset and attention to detail
- Ability to work in fast-paced environments
Working Conditions
- Location: Bangalore / Pune
- Work Model: Hybrid
- Working Hours: Standard business hours with flexibility based on project requirements
- Budget: Best in Industry
Tools Used
- ServiceNow ITOM / TSOM
- Discovery & CMDB
- Event Management
- REST/SOAP APIs
- Workflow Automation
- Monitoring & Integration Tools
- JavaScript, Glide APIs
Pay: From ₹170,000.00 per month
Work Location: In person
