Subject Matter Expert (Tools&Automation)

Job Summary

Job Description:

We are looking for a highly skilled Service Now ITOM Developer with min 6–7 years of hands-on experience in designing, implementing, and supporting ITOM solutions. The ideal candidate will have strong experience in** Event Management**,third‑party integrations,Datadog,Service Graph Connectors,CMDB policies, and AI Agent implementation.

Key Responsibilities

Key Responsibilities:

• Design, configure, and implement Service Now ITOM modules

, with a primary focus on: -Event Management

• Discovery

• Service Mapping

• CMDB enhancements and policies

• Integrate Service Now with third-party monitoring tools such as Datadog, SolarWinds, Dynatrace, or similar.

• Implement and maintain Event Management rules, alert correlation, event normalization, and health score setup.

• Configure CMDB archival and certification policies, including scheduled jobs and data hygiene processes.

• Develop and configure Service Graph Connectors to bring external data into CMDB.

• Implement and support AI Agents / AI search / basic AI functionalities aligned with platform capabilities.

• Build workflows, data integrations, orchestration activities, and fix automation tasks.

• Troubleshoot issues across discovery, integration, and event pipelines.

• Work closely with architects, product owners, and cross-functional teams to ensure smooth delivery.

Skill Requirements

Required Skills & Experience:

• 6–7 years of hands-on experience as a Service Now Developer with a focus on** ITOM**.

• Strong experience in:

• Service Now Event Management implementation

• Datadog integrations (or similar monitoring tool integrations)

• Orchestration and MID Server–based integrations

• Service Graph Connector implementation

• CMDB data models, normalization, reconciliation, archival, and certification policies

• Building and maintaining integration workflows and APIs

• Solid understanding of:

• CIs, relationships, identifiers, and CI class models

• Event rules, alert rules, and health dashboards

• Script Includes, Business Rules, Transform Maps, Data Sources, and Scripted REST APIs

• Experience implementing or supporting AI Agent–based use cases (basic understanding)

• Experience working with 3rd‑party tools to bring events and health metrics into Service Now

--- Good to Have:

• Service Now Certified ITOM Specialist

• Experience with Discovery Patterns and Service Mapping Patterns

• Knowledge of Observability module

• Experience with automation tools like Ansible, Powershell, or Python

• Exposure to ITSM or other modules like HRSD, CSM, or ITAM

--- Soft Skills:

• Excellent communication and documentation skills

• Strong analytical and troubleshooting ability

• Ability to work independently and collaboratively

• Proactive mindset and ownership-driven approach

Other Requirements

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