Senior ITOM Engineer
Gurugram, Haryana
( Managed Services ) – MS ServiceNow /
Full Time /
Hybrid
AHEAD is currently looking for a Sr ServiceNow ITOM Developer to work remotely for their Managed Services business. In this role, you will be responsible for the maintenance and continual buildout of the internal ServiceNow instance as well as working with a team to support external Managed Services customers.
Roles and Responsibilities
- Delivering a high level of knowledge and customer service within the ITOM Suite as well as CMDB
- Configuring and managing Discovery schedules, tailoring patterns and development
- Applying Common Services Data Model principles
- Maintaining and updating the configuration management database (CMDB) health scans and service mappings.
- Hands-on MID Server configuration experience and architectural understanding.
- Supporting external customers hosted on the AHEAD, MS ServiceNow instance as the ITOM SME
- Provide expertise surrounding hardware assets
- Integrating with AHEAD, MS tools and eBonding with customers
- Collaborating with the Managed Solutions Architect to drive forward current and future AHEAD, MS initiatives
- Resolving the most challenging ServiceNow technical issues for AHEAD, MS customers
- Assisting and mentoring other members of the AHEAD, MS ServiceNow team
- Managing incidents, requests, changes and associated communication
- Creating and maintaining supporting KB documentation
Qualifications
- 5+ years’ experience maintaining and troubleshooting ServiceNow CMDB and Discovery implementation(s)
- 2+ years’ experience maintaining and troubleshooting ServiceNow Service Mapping (new/custom patterns) and impact assessment rules on more recent versions of the platform
- Discovery, Service Mapping and Orchestration
- A degree in Information Technology, Computer Science or comparable experience
- ServiceNow Certified System Administrator (required)
- CIS – Discovery (required)
- CIS – Service Mapping (preferred)
- CIS – Event Management (preferred)
- ServiceNow scoped application development experience
- Integrations experience
- ITIL certification (preferred)
- Domain separation experience (preferred)
- Strongly developed communication skills
- Experience providing top-level customer service
- A passion for cutting edgetechnology
- Does well in a fast-paced, changing environment
- Learns quickly and adapts well to new challenges
- Enthusiastic and motivated to learn and grow
