ServiceNow / ITOM Specialist

We are seeking a highly skilled ServiceNow Discovery Engineer / ITOM Specialist with strong Software Asset Management (SAM) and Hardware Asset Management (HAM) experience. This role is responsible for designing, implementing, and optimizing advanced Discovery and Service Mapping solutions to ensure accurate, reliable CMDB population while directly supporting SAM, HAM, and ITOM maturity across on‑premises and cloud environments.

Key Responsibilities

• Design, configure, and manage MID Servers to support secure, scalable discovery operations using ServiceNow
• Develop and maintain custom Discovery probes, sensors, and patterns for accurate identification and classification of infrastructure components using ServiceNow
• Ensure high‑quality CMDB population to support SAM and HAM use cases, including data accuracy, completeness, normalization, and lifecycle alignment using ServiceNow
• Implement and support Service Mapping to accurately map application services and dependencies (required) using ServiceNow
• Leverage Discovery data to improve software normalization, entitlement accuracy, compliance, and audit readiness (SAM) using ServiceNow
• Support hardware lifecycle visibility, normalization, and governance through reliable Discovery outcomes (HAM)
• Integrate ServiceNow Discovery with third‑party tools and platforms to enhance automation and data enrichment
• Apply strong knowledge of network protocols (SSH, SNMP, WMI, HTTP/HTTPS, etc.) to troubleshoot and optimize discovery processes
• Configure and manage credential‑based access for secure discovery across multiple platforms
• Collaborate with infrastructure, cloud, security, ITAM, and architecture teams to align Discovery, SAM, and HAM with enterprise standards
• Monitor and continuously improve Discovery and Service Mapping coverage, success rates, and data quality
• Support CMDB, SAM, and HAM governance, best practices, and maturity initiatives

Required Qualifications

• Proven experience implementing ServiceNow Discovery and ITOM solutions
• Strong hands‑on experience with:
  • MID Server configuration and management
  • Custom Discovery probes, sensors, and pattern development (required)
  • Service Mapping implementations (required)
• Strong scripting experience using JavaScript, PowerShell, and/or Shell (required)
• Demonstrated experience supporting SAM and HAM processes using Discovery and CMDB data
• Deep understanding of network protocols and infrastructure technologies
• Experience with on‑premises and cloud discovery (AWS, Azure, and/or GCP)
• Strong knowledge of CMDB data models, CSDM, and ITAM best practices
• Experience integrating ServiceNow with external systems and tools
• Excellent problem‑solving and troubleshooting skills

Certifications (Required – one or more)

• ServiceNow Discovery Certification
• ServiceNow ITOM Certification
• ServiceNow SAM Certification
• ServiceNow HAM Certification

Nice to Have

• Knowledge of Event Management or other ITOM modules
• Familiarity with enterprise architecture frameworks

Soft Skills

• Strong analytical mindset with attention to detail (required)
• Automation‑focused and continuous improvement approach (required)
• Strong communication and stakeholder management skills