ITOM, CMDB & Service Mapping

Role & responsibilities

1. ITOM Solutioning:

a) Lead and execute ITOM engagements, including Discovery, Service Mapping, Event Management and CSDM using ServiceNow.

b) Deployment of ITOM applications to monitor and automate IT infrastructure operations, focusing on cloud and hybrid environments.

c) Provide subject matter expertise for the architecture, design, and optimization of IT operations.

2. CMDB (Configuration Management Database) Solutioning:

a) Design and implement an optimized CMDB that supports IT Service Management (ITSM) and aligns with the Common Service Data Model (CSDM).

b) Develop, manage, and optimize CMDB health, governance, and data quality.

c) Ensure CMDB data accuracy by integrating multiple data sources and developing CI (Configuration Item) relationships.

3. Service Mapping:

1. Lead the design and implementation of Service Mapping initiatives, mapping IT services to the underlying infrastructure in ServiceNow.
2. Create and maintain service maps to reflect business services, application services, and infrastructure dependencies.
3. Enable proactive service impact analysis and incident management by building end-to-end visibility into service delivery.

4. Client Engagement & Requirement Gathering:

a) Conduct workshops and meetings to capture and analyze client requirements, aligning the ServiceNow ITOM/CMDB/Service Mapping solutions with business objectives.

b) Translate functional requirements into technical designs and solutions, ensuring the clients IT strategy is supported by the platform.

5. Solution Design & Development:

a) Collaborate with technical teams, developers, and ServiceNow architects to ensure accurate implementation of solutions based on best practices.

a) Configure ServiceNow workflows, business rules, and UI components to support ITOM, CMDB, and service mapping functionalities.

b) Work closely with change and release management to deploy new capabilities into production environments.

6. Training & Documentation:

a) Provide training and knowledge transfer to client teams on ITOM/CMDB/Service Mapping features, capabilities, and best practices.

b) Develop comprehensive documentation for the implemented solutions, including design documents, test plans, and user guides.

7. Testing & Support:

a) Conduct testing, validation, and troubleshooting of ITOM/CMDB/Service Mapping solutions.

b) Support post-implementation activities, including issue resolution, enhancements, and system performance optimization.

8. Continuous Improvement:

a) Identify areas for process improvement and automation within the clients IT operations, focusing on enhancing operational visibility and efficiency.

b) Stay updated on ServiceNow product enhancements, patches, and new features, advising clients on leveraging new capabilities.

Preferred candidate profile

a) IT Service Asset & Configuration Management (HAM & CMDB specifically) functional consulting & operations

b) Strong expertise in ServiceNow ITOM Suite (Discovery, Event Management, Service Mapping, HAM Pro, Certificate Mgmt.)

c) Solid understanding of Service Mapping concepts, best practices, and configuration.

d) Experience with cloud environments (AWS, Azure, GCP) and their integration into ServiceNow.

e) Familiarity with ITIL processes, especially Service Asset and Configuration Management, Incident, and Problem Management.

f) Excellent client-facing and communication skills, with the ability to translate technical concepts into business value.

g) ServiceNow certifications (Certified Implementation Specialist in ITOM Suits, Discovery, or CMDB) are highly desirable.

Essential Requirements:

1. BE/B. Tech (minimum), MBA (IT/Operations) is preferred
2. Minimum IT experience required is 7 10 years in ITIL® process functional consulting domain specially in CMDB, ITOM & Service Mapping
3. Hands-on work experience on at least one Service Management tools like ServiceNow, BMC Remedy, HPSM or any other equivalent industry standard ITSM tool (ServiceNow is preferred)
4. Strong oral and written communication skills with the ability to communicate technical information in non-technical language
5. Excellent English communication skills, both written and verbal, including business writing skills
6. Experience of performance data analysis of ITIL® processes
7. Ability to work with all levels of client and internal resources
8. Ability to organize, delegate, and leverage resources to accomplish objectives
9. Supervisory skills and the ability to leverage support from other parts of the organization
10. Organizational and time management skills.