ITOM Specialist (ServiceNow)

Job Summary
The Infrastructure and Operations Division in the IT Department is looking to hire a ServiceNow ITOM
Specialist to support the continual demand and growth of the platform at the Fund and most specifically the
demand for automated discovery and service mapping within the ITOM Module. The ITOM (IT Operations
Management) Specialist designs, implements, and manages ServiceNow ITOM modules, specifically
Discovery, Service Mapping, and Event Management, and CMDB, to enhance visibility, automation, and
reliability of IT infrastructure. They bridge technical infrastructure with operational processes, ensuring
accurate configuration data and proactive incident resolution
This position will report to the ServiceNow Platform Owner from a work delivery perspective and work
closely with engineer(s) across the organization. This position will liaise with internal IT and external business
stakeholders to solicit requirements, configure out-of-the-box solutions, and build custom applications to
meet business requirements. In this role, you will also work with multiple internal and external development
teams to assess developmental conflicts and impact across the platform and ensure the proper development
standards are being followed.
In addition, the selected candidate will:
 Work with technical staff focused on automated discovery, ensuring that infrastructure, cloud, and
application relationships are accurately populated via ITOM leveraging out-of-the-box discovery and
service mapping capabilities as far as possible.
 Maintains event management integrations and application capabilities within ITOM, working closely with
the Observability Team, as needed.
 Work with business stakeholders to design, develop, configure, and customize (when necessary)
ServiceNow applications and services
 Provide consultative technical leadership to the platform team and business stakeholder, and look for
opportunities to expand the use of platform capabilities at the Fund
 Provide technical evaluation of demands against ServiceNow platform architecture, capabilities, and best
practices
 Develop coding and configuration standards as well as best practices for maintaining the ServiceNow
architecture model
 Expand and deliver on native capabilities on the platform to meet business requirements
 Assist with systems administration, platform configuration, and development efforts
 Support the entire development lifecycle end-to-end including requirements gathering, testing and
deployment

Major Duties and Responsibilities
No.
1. ServiceNow Discovery: Implement and maintain Discovery to ensure accurate, real-time visibility of IT
assets and configuration items (CIs) across data centers and cloud environments (Azure).
2. Service Mapping: Map dependencies between IT components and business services to understand
service impacts.
3. Event Management: Configure Event Management rules for alert correlation, noise reduction, and
automated incident creation.
4. Integration & Scripting: Integrate ServiceNow with monitoring tools (e.g., SolarWinds, Dynatrace) and
develop custom scripts (JavaScript, REST/SOAP).
5. Infrastructure Troubleshooting: Manage MID Servers, troubleshoot discovery issues, and optimize
performance.
6. CMDB Health: Maintain CMDB accuracy, normalize data, and implement CSDM (Common Service Data
Model) frameworks.
7. Responsible for controlling and managing the configuration items, configuration data and related
changes to that data aligned to the objective of establishing and maintaining the configuration
baseline, in conjunction with the various process, platform and product owners.
8. Lead process workshops when defining requirements and provide thought leadership and consensus
building with stakeholders
9. Capture business and user requirements, and provide estimates on the level of effort to deliver
solution
10. Identify capabilities on the platform to meet business requirements and provide estimates on the level
of effort to deliver solution
11. Follow standard development and coding best practices, including agile/scrum concepts
12. Design and develop ServiceNow workflows and integrations according to project, process, and
customer objectives
13. Assess impact of changes and work with development teams to minimize technical debt on the
platform
14. Manage the pipeline of demand and ongoing development activities, and work with platform owner to
reprioritize new demand
15. Conduct review, system design, test, verification, and documentation activities
16. Manage clone and promotion activities across environments, including update sets management
17. Investigate capabilities on the platform and provide demos or build proof-of-concepts as needed
18. Work with IT teams to build and support existing and new integrations with various systems
19. Identify opportunities to improve and streamline the overall platform and its performance
20. Create knowledge articles for internal knowledge sharing, and for consumption by other teams
including the IT Help Desk and End Users
21. Conduct roadmap planning based on platform capabilities against strategic business needs
22. Lead annual upgrade activities and implementation, and coordinate with stakeholders to ensure
platform is stable
23. Provide platform operations and maintenance support; Be available for off-hour release deployments

and support
24. Conduct patching and remediation of security vulnerabilities
Minimum Qualifications
 Educational development, typically acquired through the completion of an advanced university degree in
Computer Science, Systems Engineering, Information Systems, or related discipline plus a minimum of 4
years of professional relevant experience; or a bachelor’s degree in a related field of study plus a
minimum of 10 years of relevant professional experience, is required.
 3–7 years of experience in IT operations, with specialized hands-on experience in ServiceNow ITOM
implementations.
 3+ years of experience with ServiceNow development including Business Rules, Glide, scripting, UI
Policies, Flow Designer, and ACLs
 Proficiency in JavaScript, MID Server configuration, and API integrations.
 Domain expertise and practical implementation experience in multiple applications on the ServiceNow
platform (e.g. CMDB, Discovery, ITAM, ITSM, ITOM, CSM, HR Service Delivery, GRC, …)
 Experience designing and developing Application Programming Interfaces (APls) with Representation
State Transfer (REST), Simple Object Access Protocol (SOAP), and JavaScript Object Notation (JSON)
 Experience designing and developing solutions with PaaS solutions such as ServiceNow in an Agile
Software Development environment
 Experience with Agile Scrum development methods
 Experience with Single Sign-on configuration and administration
 Experience configuring and maintaining MID Server
 Experience with Service Portal UI design and configuration
 Knowledge of SAML, Active Directory, or LDAP Integrations
 Experience leading workshops to solicit requirements, and explaining platform capabilities in layman’s
terms
 Excellent documentation (writing and diagramming), interpersonal, and communication skills.
 Great ability to work in a fast-moving environment and with minimal supervision.
 Good understanding of organizational change management and communication
 ServiceNow System Administration or Application Development or Implementation Specialist
Certification
 ServiceNow Certified Implementation Specialist (CIS) in Discovery, Event Management, or Service
Mapping is highly preferred.
 ITILv3 or ITIL4 Certification preferred
 Strong understanding of IT infrastructure (networking, servers, cloud) and ITIL processes.