ServiceNow ITSM (IT Service Management)
Location: 100 % Remote
Duartion: Long term contract
Candidates who can work independently are more preferred.
1. Core Administration & Configuration
Configure and maintain Incident, Problem, Change, Request, and Knowledge Management modules.
Create and customize forms, lists, UI Policies, UI Actions, Client Scripts, Business Rules, and Notifications.
Implement Service Catalog items, Record Producers, Workflows, and Approvals.
Maintain Assignment Groups, SLAs/OLAs, Email notifications, and Templates.
2. Process Enhancements
Design automation for ticket routing, escalation, and closure processes.
Analyze and improve ITSM processes to align with ITIL best practices.
Work with stakeholders to streamline service request fulfillment and change approval flows.
3. Reporting & Dashboards
Build and maintain Performance Analytics dashboards, Reports, and KPIs (e.g., MTTR, backlog, SLA compliance).
Create data-driven insights for service performance and trend analysis.
4. User & Role Management
Manage user access, roles, and group memberships.
Ensure proper ACLs (Access Control Lists) and data security are enforced.
ServiceNow Integrations Duties:
1. Integration Development
Develop and support integrations using REST, SOAP, MID Server, and IntegrationHub (Spokes, Flow Designer).
Configure authentication profiles (Basic, OAuth 2.0, API Key).
Create and maintain custom REST Message and Scripted REST APIs for inbound/outbound data exchange.
2. Third-Party Systems Integration
Integrate with tools like Jira, SolarWinds, Dynatrace, SCCM, Intune, Active Directory, Azure, Workday, etc.
Automate ticket creation, updates, and synchronization with external systems.
3. Monitoring & Error Handling
Monitor IntegrationHub executions and fix errors in sys_integration_log and sys_event.
Implement retry mechanisms, error notifications, and logging best practices.
4. Data Flow & Transformation
Use Transform Maps, Import Sets, and Script Includes for data imports and normalization.
Implement IntegrationHub ETL logic for CMDB or ITSM record updates.
ServiceNow ITOM (IT Operations Management) Duties:
1. Discovery & MID Server
Install and configure MID Servers for network access and credential management.
Set up Discovery schedules, Probes, and Patterns for servers, network devices, and cloud resources.
Tune Identification and Reconciliation (IRE) rules to avoid duplicate CIs.
2. CMDB Management
Ensure CI Class Models align with ITOM visibility requirements.
Configure CI identification, relationships, and staleness/de-duplication rules.
Work with ITSM and HAM/SAM teams for data quality and lifecycle synchronization.
3. Event Management
Integrate with monitoring tools like SolarWinds, Dynatrace, or Nagios.
Configure event rules, alert correlation, and alert-to-incident automation.
Manage Connector Definitions, Event Rules, and Alert Management dashboards.
4. Service Mapping & CMDB Health
Build and maintain Service Maps using patterns and application dependencies.
Analyze and improve CMDB Health Dashboards (Completeness, Correctness, Compliance).
Implement Operational Intelligence (OI) and AIOps dashboards for predictive alerting.
5. Cloud & Infrastructure Automation (if applicable)
Integrate with AWS, Azure, GCP for Cloud Discovery.
Configure Orchestration and Workflows for automated remediation tasks.
Bonus: Cross-Domain Collaboration
Partner with Security (SecOps) and IRM/GRC teams for risk and compliance visibility.
Collaborate with HRSD or CSM teams to align CMDB or incident data across enterprise workflows.
Provide technical leadership and documentation for new ServiceNow releases and upgrades.
Vijaya Lakshmi
Lead Recruiter
Consulting | Staffing | Mobile & Web Solutions
Phone
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21800 Haggerty Road, Suite 204 Northville, Michigan 48167
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