Context
The IT Administration & Support service is seeking to improve the management of its own CMDB on the ServiceNow platform and its developments. Projects related to the platform are managed using the Agile approach.
Objective
The person will be responsible for the design, configuration, and implementation of IT Operations Management (ITOM) Discovery and Service Mapping capabilities within the ServiceNow platform. The role will also involve active participation in workshops with technological stakeholders and collaboration within existing Agile CMDB team.
Description of the activities:
Technical and strategic
· Configure ServiceNow ITOM module (Discovery and Service Mapping)
· Develop and maintain the needed artifacts (pattern, script and all the configuration involved) to support ITOM.
· Organize and lead technical workshops with infrastructure and application owners.
· Gather requirements, validate Discovery results, and align on integration strategies.
· Provide expert guidance on ITOM best practices and CMDB data quality.
· Ensure alignment with best practices and organizational standards.
· Integrate Discovery results with CMDB and ensure data normalization and reconciliation.
· Work as part of an existing Agile team, participating in ceremonies (daily stand-ups, sprint planning, retrospectives).
· Work in collaboration with the internal CMDB team, composed of CMDB Stewards, ServiceNow developers, and CMDB architects, to ensure consistent, efficient, and scalable management of the configuration database.
· Contribute to backlog refinement and provide estimates for ITOM-related tasks.
The technology scope includes, and it is not limited to the following technologies:
· Databases: DB2, Oracle
· Network Devices: Cisco Catalyst
· Application Servers: Tomcat, WebSphere
· Cloud & Container Platforms: OpenShift
· Endpoint Management: Microsoft Intune
Required Qualifications and Skills:
· Proven experience in ServiceNow development with a focus on ITOM modules. ServiceNow certifications are required.
· Hands-on experience implementing Discovery for heterogeneous environments.
· Strong understanding of CMDB architecture and data model.
· Familiarity with the technologies in scope: DB2, Oracle, Cisco Catalyst, Tomcat, WebSphere, Intune, OpenShift.
· Experience working in Agile environments and facilitating technical workshops.
