Service Engineer 2

Job Title: ServiceNow ITOM Engineer 
Experience: 3–6 Years
Employment Type: Full-time
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Job Summary
We are looking for a skilled ServiceNow ITOM Engineer with hands-on experience in Service Mapping, Event Management, and a solid understanding of Common Service Data Model (CSDM). The ideal candidate will be responsible for designing, implementing, and maintaining IT Operations Management solutions on the ServiceNow platform to improve service visibility, event correlation, and operational efficiency.
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Key Responsibilities
ServiceNow ITOM Implementation & Support
•    Design, develop, and implement ServiceNow ITOM modules, primarily: 
o    Service Mapping
o    Event Management
o    Discovery (good to have)
•    Configure and maintain CMDB aligned with CSDM best practices
•    Ensure data quality, governance, and lifecycle management in CMDB
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Service Mapping
•    Develop and maintain business service maps using: 
o    Top-down Service Mapping
o    Traffic-based mapping
•    Configure patterns, probes, and sensors
•    Troubleshoot service maps and improve accuracy and coverage
•    Collaborate with application and infrastructure teams to onboard services
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Event Management
•    Implement and manage Event Management solutions including: 
o    Event ingestion (connectors, MID Server integrations)
o    Event correlation and alert management
o    Creation and tuning of alert rules and thresholds
•    Integrate monitoring tools (e.g., SolarWinds, Nagios, Azure Monitor, etc.)
•    Configure alert aggregation, deduplication, and noise reduction strategies
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Automation & Integration
•    Develop integrations using: 
o    REST/SOAP APIs
o    MID Server
•    Automate workflows and processes using: 
o    Flow Designer / Workflows
o    Business rules and scripts
•    Support event-driven automation from Event Management
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Collaboration & Support
•    Work closely with stakeholders, architects, and DevOps teams
•    Provide L2/L3 support for ITOM-related issues
•    Participate in platform upgrades and instance maintenance
•    Document solutions, processes, and configurations
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Required Skills & Qualifications
Technical Skills
•    Strong experience in ServiceNow ITOM modules: 
o    Service Mapping (mandatory)
o    Event Management (mandatory)
•    Experience with CMDB design, health, and governance
•    Knowledge of: 
o    Discovery tools (preferred)
o    Integration technologies (REST, SOAP, APIs)
•    Familiarity with cloud platforms (AWS/Azure/GCP) is a plus
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ServiceNow Platform Skills
•    Strong scripting skills: 
o    JavaScript
o    Glide APIs
•    Experience with: 
o    Business Rules
o    Script Includes
o    UI Policies
o    Flow Designer
•    Understanding of MID Server architecture
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Preferred Certifications
•    ServiceNow Certified System Administrator (CSA)
•    ServiceNow Certified Implementation Specialist – ITOM (preferred)
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Nice to Have
•    Experience with Operational Intelligence / AIOps
•    Exposure to ITIL processes (Incident, Problem, Change)
•    Experience in multi-cloud monitoring environments
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Key Success Metrics
•    Accuracy and coverage of service maps
•    Reduction in Event noise and alert duplication
•    Improvement in CMDB data quality
•    Successful onboarding of services into ITOM