LEAD ADMINISTRATOR L1(CONTRACT)

Job Description

Service Now Developer ITSM & ITOM (Discovery, CMDB, Service Mapping)

Role Summary

• We are seeking a highly skilled Service Now Developer with strong expertise in ITSM and ITOM modules including Discovery, CMDB, and Service Mapping.
• The role involves designing and implementing end-to-end service management and operations solutions, ensuring visibility, reliability, and automation across enterprise IT infrastructure.
• The candidate will play a key role in CMDB governance, service mapping, and integration of monitoring tools for proactive operations.

Key Responsibilities

• Design and develop ITSM modules (Incident, Problem, Change, Request, Service Catalog)
• Implement and manage ITOM modules including Discovery, CMDB, and Service Mapping
• Configure and maintain Discovery schedules, probes, sensors, and patterns
• Develop and maintain CMDB data model, relationships, and governance policies
• Implement Service Mapping (top-down and tag-based approaches)
• Integrate monitoring/event tools with Service Now (Event Management)
• Develop automation using Flow Designer and Integration Hub
• Customize workflows, UI policies, and business rules
• Perform data reconciliation and CMDB health improvements
• Support testing, upgrades, and production issues
• Collaborate with architects, stakeholders, and infrastructure teams

Required Skills & Qualifications

• Strong experience in ITSM development
• Hands-on expertise in ITOM (Discovery, CMDB, Service Mapping)
• Strong understanding of CMDB data model and CSDM framework
• Experience in configuring probes, sensors, and discovery patterns
• Proficiency in JavaScript, Glide APIs, Flow Designer
• Experience with REST/SOAP integrations and MID Server
• Knowledge of ITIL processes and service lifecycle

Preferred Skills

• Experience with Event Management and AIOps
• Exposure to cloud discovery (AWS, Azure, GCP)
• Knowledge of Performance Analytics and dashboards
• DevOps and CI/CD integration experience
• Understanding of infrastructure monitoring tools (Dynatrace, Solar Winds, etc.)

Certifications

• Service Now Certified System Administrator (CSA) Mandatory
• Certified Implementation Specialist ITSM Preferred
• Certified Implementation Specialist ITOM Mandatory
• Service Now Certified Application Developer (CAD) Good to have

Prerequisites

• Bachelor s degree in Computer Science / IT or related field
• 5 8 years of Service Now development experience
• Minimum 3+ years of ITOM (Discovery/CMDB/Service Mapping) experience
• Strong understanding of enterprise IT infrastructure
• Experience working in Agile environments

Soft Skills

• Strong analytical and troubleshooting skills
• Excellent communication and stakeholder management
• Ability to work in cross-functional teams
• Proactive and solution-oriented mindset

O

Do

• Provide adequate support in architecture planning, migration & installation for new projects in own tower (platform/dbase/ middleware/ backup)
• Lead the structural/ architectural design of a platform/ middleware/ database/ back up etc. according to various system requirements to ensure a highly scalable and extensible solution
• Conduct technology capacity planning by reviewing the current and future requirements
• Utilize and leverage the new features of all underlying technologies to ensure smooth functioning of the installed databases and applications/ platforms, as applicable
• Strategize & implement disaster recovery plans and create and implement backup and recovery plans
• Manage the day-to-day operations of the tower
• Manage day-to-day operations by troubleshooting any issues, conducting root cause analysis (RCA) and developing fixes to avoid similar issues.
• Plan for and manage upgradations, migration, maintenance, backup, installation and configuration functions for own tower
• Review the technical performance of own tower and deploy ways to improve efficiency, fine tune performance and reduce performance challenges
• Develop shift roster for the team to ensure no disruption in the tower
• Create and update SOPs, Data Responsibility Matrices, operations manuals, daily test plans, data architecture guidance etc.
• Provide weekly status reports to the client leadership team, internal stakeholders on database activities w.r.t. progress, updates, status, and next steps
• Leverage technology to develop Service Improvement Plan (SIP) through automation and other initiatives for higher efficiency and effectiveness

O

Team Management

• Resourcing
• Forecast talent requirements as per the current and future business needs
• Hire adequate and right resources for the team
• Train direct reportees to make right recruitment and selection decisions
• Talent Management
• Ensure 100% compliance to Wipro’s standards of adequate onboarding and training for team members to enhance capability & effectiveness
• Build an internal talent pool of Hi Pos and ensure their career progression within the organization
• Promote diversity in leadership positions
• Performance Management
• Set goals for direct reportees, conduct timely performance reviews and appraisals, and give constructive feedback to direct reports.
• Ensure that organizational programs like Performance Nxt are well understood and that the team is taking the opportunities presented by such programs to their and their levels below
• Employee Satisfaction and Engagement
• Lead and drive engagement initiatives for the team
• Track team satisfaction scores and identify initiatives to build engagement within the team
• Proactively challenge the team with larger and enriching projects/ initiatives for the organization or team
• Exercise employee recognition and appreciation

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Deliver

No

Performance Parameter

Measure

1

Operations of the tower

SLA adherence
Knowledge management

CSAT/ Customer Experience:

Identification of risk issues and mitigation plans
Knowledge management

2

New projects

Timely delivery
Avoid unauthorised changes
No formal escalations

O