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Key Responsibilities and Required Skills for ServiceNow ITOM Developer

💰 $85,000 ‑ $140,000

ServiceNowIT Operations ManagementITOMCMDB

🎯 Role Definition

The ServiceNow ITOM Developer will design, develop, deploy and maintain IT Operations Management (ITOM) solutions on the ServiceNow platform. This specialist role focuses on modules such as Discovery, Service Mapping, Event Management, CMDB/CI‑Visibility, Orchestration and integrations with enterprise monitoring and cloud tools. The ITOM Developer collaborates with infrastructure, application, operations and security teams to ensure accurate configuration items (CIs), automated processes, reliable alerts and streamlined operations — thereby enabling proactive, data‑driven IT operations and resilient services.

📈 Career Progression

Typical Career Path

Entry Point From:

  • ServiceNow Developer (ITSM)
  • CMDB Analyst / Configuration Management Specialist
  • Infrastructure Automation Engineer

Advancement To:

  • Senior ServiceNow ITOM Developer / ITOM Lead
  • ServiceNow ITOM Architect / Platform Architect
  • Director of IT Operations Analytics / Head of ServiceNow Strategy

Lateral Moves:

  • ServiceNow Integration Developer (with ITOM + ITSM breadth)
  • DevOps Automation Engineer (leveraging ITOM skills)
  • Cloud Operations Engineer with ServiceNow expertise

Core Responsibilities

Primary Functions

  1. Design, configure and maintain the ServiceNow Discovery module across on‑premises, hybrid and cloud environments (AWS, Azure, GCP) including credential setup, MID Server management, scheduling, probes and sensors.
  2. Develop and maintain Service Mapping patterns (top‑down and bottom‑up), ensuring service‑to‑CI relationships align with business services and the Common Service Data Model (CSDM).
  3. Implement and configure ServiceNow Event Management: create event rules, alert correlation and management workflows; integrate external monitoring tools (SolarWinds, Dynatrace, Splunk, Nagios) via APIs or MID Servers.
  4. Manage and enhance the Configuration Management Database (CMDB)‑visibility layer: validate CI data, ensure data hygiene, reconcile duplicate or inaccurate entries, implement CI lifecycle workflows.
  5. Build integrations between ServiceNow and external systems or tools (REST/SOAP APIs, message queues) to support ITOM workflows, automation and data exchange.
  6. Develop and automate Orchestration flows to support ITOM use‑cases such as auto‑remediation, CI onboarding, infrastructure provisioning and alert resolution.
  7. Troubleshoot and resolve complex issues related to Discovery, mapping, alerting, MID Server health, data loading, scheduling failures, event storms and CI‑to‑service correlation.
  8. Participate in upgrades, patches and platform migrations for ServiceNow ITOM modules; ensure minimal disruption and maintain best‑practice configuration.
  9. Collaborate with infrastructure, application and operations teams to define CI classes, relationships, service definitions, tagging strategies and implementation alignment.
  10. Monitor system and data health metrics: CI completeness, reconciliation success, discovery coverage, event volume, alert response, service mapping accuracy and drive continuous improvement.
  11. Create technical documentation: solution designs, integration specifications, data models, change‑logs, run‑books, support guides and dashboards for ITOM operations.
  12. Adhere to ITIL/ITSM/ITOM process frameworks and best‑practices; promote alignment between business services, configuration data and operational workflows.
  13. Provide mentoring and technical support to junior ServiceNow developers and administrators on ITOM modules, patterns and platform maintenance.
  14. Participate in agile delivery: sprint planning, stand‑ups, demo sessions, retrospectives; estimate tasks, contribute to backlog refinement and deliver iterative improvements.
  15. Evaluate and recommend enhancements to the ServiceNow ITOM stack: new modules, plugins, third‑party tools, automation libraries and process optimisation.
  16. Manage MID Server infrastructure: installation, configuration, monitoring, troubleshooting, optimisation and secure communications between ServiceNow and target environments.
  17. Ensure service‑mapping accuracy: automating mapping procedures, validating CI‑to‑service relationships, handling custom applications and legacy infrastructure.
  18. Work with DevOps and cloud teams to orchestrate Discovery in cloud, containers, virtual machines, leveraging agent‑based and agentless methods, and integrate into ITOM frameworks.
  19. Conduct root‑cause analysis for service outages, infrastructure failures or data inconsistencies by using ITOM analytics, logs, event correlation and service‑impact modelling.
  20. Maintain governance, change‑control and security posture for ITOM modules: CI data governance, access controls, audit readiness and standardised deployment processes.

Secondary Functions

  • Support ad‑hoc ITOM or CMDB maintenance tasks, data reconciliation, data imports or emergency remediation.
  • Contribute to the organisation’s ITOM roadmap by recommending architecture improvements, consolidation, standardisation and tool‑rationalisation.
  • Collaborate with business units to translate operational or infrastructure requirements into ServiceNow ITOM feature stories and integration tasks.
  • Participate in continuous improvement initiatives, retrospective feedback loops and refinement of the ITOM delivery lifecycle.

Required Skills & Competencies

Hard Skills (Technical)

  • Proven expertise in ServiceNow ITOM modules: Discovery, Service Mapping, Event Management, Orchestration, CMDB/CI Visibility.
  • Strong skills in scripting and customization: Business Rules, Script Includes, Client Scripts, UI Actions, Flow Designer, Workflows, Transform Maps.
  • Experience building integrations via REST/SOAP APIs, MID Servers, Discovery probes, sensors and external monitoring tools (SolarWinds, Dynatrace, Splunk, etc.).
  • Deep knowledge of CMDB data model, Common Service Data Model (CSDM), CI classes, relationships, reconciliation rules and data governance.
  • Familiarity with cloud, hybrid and on‑prem environments (AWS, Azure, GCP, virtualised infrastructure) and ability to discover, map and monitor resources across them.
  • Proficiency in programming/scripting languages such as JavaScript, PowerShell, Python for automation, probes and data transformations.
  • Strong understanding of IT operations, infrastructure, network, storage, virtualization, orchestration and monitoring tools to support ITOM use‑cases.
  • Experience in CI/CD, version control, release management and platform upgrades for ServiceNow modules.
  • Ability to monitor and tune performance of discovery jobs, ensure MID Server health, optimise schedules, reconcile event storms and scale ITOM workloads.
  • Excellent documentation ability: technical design documents, run‑books, dashboards, data lineage and integration specifications.

Soft Skills

  • Strong analytical and troubleshooting mindset: able to diagnose complex infrastructure/service issues and translate them into ITOM solutions.
  • Excellent communication and collaboration: interfaces effectively with cross‑functional teams including infrastructure, application, operations and business stakeholders.
  • Detail‑oriented and quality‑driven: ensures data integrity, governance, compliance and aligns with best practices.
  • Time‑management and prioritisation skills: able to manage multiple deliveries, urgent remediations, upgrades and automation tasks in a fast‑paced environment.
  • Adaptability and continuous‑learning mindset: keeps pace with evolving ServiceNow features, cloud infrastructure and IT operations trends.
  • Mentoring and leadership orientation: supports more junior staff, shares knowledge, promotes standards and elevates team capability.
  • Business‑ and service‑centric mindset: understands how ITOM capabilities support service delivery, business continuity and operational efficiency.
  • Ownership and accountability: takes full responsibility for ITOM modules, production stability, monitoring and continuous improvement.
  • Agile mindset: participates actively in agile methodologies, sprints, stand‑ups, retrospectives and contributes to iterative improvement.
  • Strategic thinking: identifies opportunities for automation, cost reduction, process improvement and operational maturity in IT operations.

Education & Experience

Educational Background

Minimum Education:
Bachelor’s degree in Computer Science, Information Technology, Software Engineering, Systems Engineering or a related technical field.

Preferred Education:
Master’s degree in Computer Science, Engineering or a specialised certification in ServiceNow (e.g., Certified Implementation Specialist – Discovery, Service Mapping or Event Management).

Relevant Fields of Study:

  • Computer Science or Engineering
  • Information Technology / Systems Engineering
  • Infrastructure / Network Engineering
  • Software Development & Automation

Experience Requirements

Typical Experience Range:
4‑8 years of experience working on ServiceNow platform development with specific focus on ITOM modules (Discovery, Service Mapping, Event Management, CMDB).

Preferred:
8+ years of experience with large‑scale enterprise ServiceNow ITOM implementations, hybrid/ cloud environments, automation orchestration and leading teams or mentoring peers.

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