Lead Consultant

Job Summary

Overall minimum of 8+ years in ServiceNow. 5+ years of ServiceNow Developer experience and 4+ years of ServiceNow ITOM, Event Management, Alerting, Discovery, Service Mapping, Integrations, CMDB, SolarWinds, Splunk, Datadog, Dynatrace, Monitoring & Observability

Key Responsibilities

• Implement and maintain ServiceNow ITOM modules including Discovery, Service Mapping, Event Management, CMDB, Health Dashboard, and Operational Intelligence (AIOps).
• Configure, manage, and troubleshoot MID Servers.
• Maintain CMDB health, governance, relationship mapping, and data accuracy.
• Design and implement Service Mapping for critical business services.
• Troubleshoot Discovery patterns, credentials, classification issues, and monitoring integrations.
• Design and implement enterprise alerting and event management solutions including correlation, suppression, aggregation, and automated incident creation.
• Implement alert prioritization, routing, root cause analysis, predictive alerting, and noise reduction strategies.
• Integrate ServiceNow with SolarWinds, Splunk, Datadog, Dynatrace, AppDynamics, SCOM, LogicMonitor, ThousandEyes, Azure Monitor, AWS CloudWatch, New Relic, Zabbix, Nagios, and Prometheus.
• Design and develop integrations using REST, SOAP, IntegrationHub, Webhooks, Import Sets, Transform Maps, JDBC, and file-based integrations.
• Automate operational processes using Flow Designer, Orchestration, Runbook Automation, and IntegrationHub.
• Develop ServiceNow customizations using JavaScript, Glide API, Script Includes, Business Rules, Client Scripts, UI Policies, and Scheduled Jobs.
• Support Incident, Problem, and Change Management processes and major incident investigations.

Collaborate with Infrastructure, Network, Cloud, Security, and Application teams while mentoring junior members

Skill Requirements

• ServiceNow ITOM, Discovery, Service Mapping, Event Management, CMDB, MID Servers, Flow Designer, IntegrationHub, Operational Intelligence (preferred).
• Alert Management, Alert Correlation, Alert Suppression, Event Processing, Event Rules, Root Cause Analysis, Monitoring Strategy Design, Observability Practices.
• REST APIs, SOAP APIs, Webhooks, JSON/XML, Import Sets, Transform Maps, IntegrationHub Spokes.
• JavaScript, Glide API, ServiceNow Scripting.
• Windows, Linux, VMware, Networking, DNS, Load Balancers, Azure, AWS, and GCP.

Other Requirements

Preferred Qualifications

• ServiceNow CSA Certification.
• ServiceNow CIS-ITOM Certification.
• ITIL Foundation Certification.
• Additional ServiceNow certifications are highly desirable.

Experience

• 5+ years of ServiceNow experience.
• 3+ years of ServiceNow ITOM implementation experience.
• Experience implementing Event Management and enterprise monitoring integrations.
• Experience with observability and monitoring platforms.
• Experience working in large enterprise environments.

Key Competencies

• Strong troubleshooting and analytical skills.
• Excellent communication and stakeholder management abilities.
• Ability to lead customer-facing discussions.
• Strong ownership, accountability, and proactive mindset.
• Experience leading complex ITOM and integration initiatives.