ServiceNow ITOM (IT Operations Management)

Key Responsibilities:

• Configure and maintain ServiceNow Discovery and Service Mapping processes to ensure accurate and comprehensive identification of IT assets, services, and dependencies
• Collaborate with cross-functional teams, including infrastructure, operations, and service management teams, to gather requirements and implement solutions that align with ITOM best practices
• Design, develop, and maintain custom probes, sensors, and patterns to extend ServiceNow Discovery capabilities for unique infrastructure and applications
• Perform regular updates and version upgrades to the ITOM Discovery module while ensuring minimal disruption to existing functionalities
• Troubleshoot and resolve issues related to Discovery and Service Mapping, including data inconsistencies, pattern failures, and performance optimization
• Work closely with the CMDB team to ensure accurate and up-to-date configuration item (CI) data and dependencies are maintained
• Collaborate with the ServiceNow development team to integrate Discovery data with other ServiceNow modules and third-party applications
• Monitor Discovery schedules, data sources, and patterns to ensure effective and efficient data collection across the IT infrastructure
• Develop and maintain documentation, including technical specifications, architecture diagrams, and standard operating procedures related to ITOM Discovery processes
• Stay updated with ServiceNow releases, features, and industry trends related to ITOM, ensuring the organization's ITOM practices remain cutting-edge and in line with best practices.