Preferred Experience and Qualification

• 3 or more years ServiceNow Product experience specializing in ITOM Products
  

• 3 or more years ServiceNow Product experience specializing in Core CMDB Products and integration capabilities
  

• 2 or more years ServiceNow Product experience in ServiceNow ITSM Products
  

• 2 or more years ITIL or similar IT Service Management framework experience with focus on Configuration Management and Operational Support
  

• 2 or more years IT Support experience of IT Platforms
  

• 1 or more years Hardware- & Software Asset Management
  

• BSc in Information Technology or equivalent diploma advantageous
  

• ServiceNow Certified Administrator (CSA)
  

• ITIL Foundation
  

• ITIL Operational Support and Analysis
  

• ITIL Release Control and Validation
  

Knowledge and Skills

• ServiceNow ITOM Visibility (Discovery & Mapping)
  

• ServiceNow ITOM Health (Event Management Implementation and Integration)
  

• ServiceNow Product Fundamentals
  

• ServiceNow Performance Analytics and Reporting
  

• ServiceNow Common Service Data Model
  

• ServiceNow CMDB Implementation
  

• ServiceNow License Subscription Management
  

Application Support & DevOps

• Maintain platform stability, performance, and SLA compliance.
  

• Manage upgrades, patches, system clones, releases, and maintenance.
  

• Support incident resolution, major incidents, and disaster recovery.
  

• Oversee ITOM Discovery, MID Servers, integrations, and CMDB data quality.
  

• Implement configurations, enhancements, automated workflows, and new capabilities.
  

• Partner with Product Owner, Architect, and Lead Engineers to ensure stability and strategic value delivery.
  

CMDB & ITOM Optimization

• Monitor and improve CMDB data health and compliance.
  

• Develop dashboards and reporting to drive remediation.
  

• Enhance ITOM visibility, health, and automated discovery/mapping.
  

• Improve user workflows and overall platform efficiency.
  

Performance Monitoring & Continuous Improvement

• Conduct proactive and reactive performance monitoring.
  

• Identify risks and improvement opportunities.
  

• Provide trend reporting and advisory insights.
  

• Promote best practices and continuous development standards.
  

Governance, Risk & Control

• Ensure compliance with governance frameworks and technical standards.
  

• Manage risks related to upgrades, changes, and platform stability.
  

• Maintain documentation and process standards.
  

• Contribute to governance, risk, and control enhancements.
  

Core Focus of the Role

• ServiceNow ITOM & CMDB lifecycle management
  

• Platform stability and SLA delivery
  

• Automation and workflow optimization
  

• Data quality and CMDB health
  

• Continuous improvement and governance