Role Proficiency:

Act creatively to develop applications by selecting appropriate technical options optimizing application development maintenance and performance by employing design patterns and reusing proven solutions. Account for others' developmental activities; assisting Project Manager in day to day project execution.

Outcomes:

     Interpret the application feature and component designs to develop the same in accordance with specifications.      Code debug test document and communicate product component and feature development stages.      Validate results with user representatives integrating and commissions the overall solution.      Select and create appropriate technical options for development such as reusing improving or reconfiguration of existing components while creating own solutions for new contexts      Optimises efficiency cost and quality.      Influence and improve customer satisfaction      Influence and improve employee engagement within the project teams Set FAST goals for self/team; provide feedback to FAST goals of team members

Measures of Outcomes:

     Adherence to engineering process and standards (coding standards)      Adherence to project schedule / timelines      Number of technical issues uncovered during the execution of the project      Number of defects in the code      Number of defects post delivery      Number of non compliance issues      Percent of voluntary attrition On time completion of mandatory compliance trainings

Outputs Expected:

Code:

Code as per the design Define coding standards
templates and checklists Review code – for team and peers

Documentation:

Create/review templates
checklists
guidelines
standards for design/process/development Create/review deliverable documents. Design documentation
requirements
test cases and results

Configure:

Define and govern configuration management plan Ensure compliance from the team

Test:

Review/Create unit test cases
scenarios and execution Review test plan created by testing team Provide clarifications to the testing team

Domain relevance:

Advise software developers on design and development of features and components with deeper understanding of the business problem being addressed for the client Learn more about the customer domain and identify opportunities to provide value addition to customers Complete relevant domain certifications

Manage Project:

Support Project Manager with inputs for the projects Manage delivery of modules Manage complex user stories

Manage Defects:

Perform defect RCA and mitigation Identify defect trends and take proactive measures to improve quality

Estimate:

Create and provide input for effort and size estimation and plan resources for projects

Manage knowledge:

Consume and contribute to project related documents
share point
libraries and client universities Review the reusable documents created by the team

Release:

Execute and monitor release process

Design:

Contribute to creation of design (HLD
LLD
SAD)/architecture for applications
features business components and data models

Interface with Customer:

Clarify requirements and provide guidance to Development Team Present design options to customers Conduct product demos Work closely with customer architects for finalizing design

Manage Team:

Set FAST goals and provide feedback Understand aspirations of the team members and provide guidance
opportunities
etc Ensure team members are upskilled Ensure team is engaged in project Proactively identify attrition risks and work with BSE on retention measures

Certifications:

Obtain relevant domain and technology certifications

Skill Examples:

     Explain and communicate the design / development to the customer      Perform and evaluate test results against product specifications      Break down complex problems into logical components      Develop user interfaces business software components      Use data models      Estimate time and effort resources required for developing / debugging features / components      Perform and evaluate test in the customer or target environments      Make quick decisions on technical/project related challenges      Manage a team mentor and handle people related issues in team   Have the ability to maintain high motivation levels and positive dynamics within the team.   Interface with other teams designers and other parallel practices   Set goals for self and team. Provide feedback for team members   Create and articulate impactful technical presentations   Follow high level of business etiquette in emails and other business communication   Drive conference calls with customers and answer customer questions   Proactively ask for and offer help   Ability to work under pressure determine dependencies risks facilitate planning handling multiple tasks.   Build confidence with customers by meeting the deliverables timely with a quality product.   Estimate time and effort of resources required for developing / debugging features / components

Knowledge Examples:

     Appropriate software programs / modules      Functional & technical designing      Programming languages – proficient in multiple skill clusters      DBMS      Operating Systems and software platforms      Software Development Life Cycle      Agile – Scrum or Kanban Methods      Integrated development environment (IDE)      Rapid application development (RAD)   Modelling technology and languages   Interface definition languages (IDL) Broad knowledge of customer domain and deep knowledge of sub domain where problem is solved

Additional Comments:

Job Summary: We are seeking a highly skilled ServiceNow ITOM Implementation Specialist to lead the implementation, configuration, and enhancement of ServiceNow’s IT Operations Management (ITOM) suite. The ideal candidate will have strong hands-on experience across Discovery, Service Mapping, Event Management, CMDB, and Cloud Management, and will be responsible for delivering ITOM solutions that enhance visibility, reduce risk, and optimize infrastructure performance. ________________________________________ Key Responsibilities: ITOM Implementation & Configuration • Implement and configure ServiceNow ITOM modules including: o Discovery o Service Mapping o Event Management o Cloud Management o Operational Intelligence • Design and deploy horizontal and top-down discovery patterns using probes, sensors, and credentials. • Define business services and application services using Service Mapping and CMDB relationships. • Integrate monitoring tools (e.g., SolarWinds, Nagios, SCOM, Zabbix) into ServiceNow via Event Management. • Implement Event Rules, Rules, Connector Instances, and Transform Maps to process and enrich events/s. • Configure Cloud Management for provisioning and managing hybrid cloud resources across platforms (AWS, Azure, GCP). CMDB Design & Governance • Architect and maintain the CMDB data model, classes, relationships, and health rules. • Ensure CMDB health, completeness, correctness, and compliance with best practices. • Define and implement reconciliation rules, identification rules, and data source priorities. Automation & Optimization • Develop orchestration flows and automation scripts using Flow Designer, Scripted REST APIs, and MID Servers. • Create runbooks and workflows to support automated remediation of s and self-healing actions. • Conduct root cause analysis and continuous improvement to increase accuracy and reduce false positives in Event Management. Project Execution & Delivery • Work closely with ServiceNow Architects, Developers, Product Owners, and Operations teams to gather requirements and deliver effective ITOM solutions. • Lead workshops, requirement-gathering sessions, and provide subject matter expertise for ITOM capabilities. • Drive technical implementation planning, development, testing, and deployment. • Prepare documentation, knowledge transfer, and training plans for operational support teams. Monitoring & Reporting • Develop dashboards and performance analytics for monitoring infrastructure health, event noise reduction, and trends. • Analyze platform data to identify improvement opportunities in CMDB coverage, discovery schedules, and service mapping accuracy. ________________________________________ Required Skills and Qualifications: • 7+ years of ServiceNow experience, including minimum 3 years of hands-on experience in ITOM implementations. • Strong understanding of IT infrastructure, networking, cloud platforms, and monitoring tools. • Proven experience in configuring and implementing: o ServiceNow Discovery & MID Servers o Service Mapping o Event Management with connectors o CMDB data modeling & health dashboards • Deep knowledge of CMDB CI Classes, relationships, identification/reconciliation rules, and data normalization. • Proficiency in JavaScript, Glide APIs, Flow Designer, Script Includes, and REST/SOAP integrations. • Experience deploying and troubleshooting MID Servers, credential management, and firewall configurations. ________________________________________ Preferred Certifications: • ServiceNow Certified System Administrator (CSA) – Mandatory • Certified Implementation Specialist – ITOM (Discovery/Event Mgmt/Service Mapping) – Strongly preferred • ServiceNow CMDB Fundamentals / Performance Analytics / IntegrationHub – Plus • ITIL v4 Foundation or higher certification – Plus ________________________________________ Soft Skills: • Excellent problem-solving, debugging, and incident management skills. • Ability to translate technical solutions into business outcomes. • Strong communication and stakeholder management skills. • Self-starter with the ability to lead implementations independently or as part of a team. ________________________________________ Nice to Have: • Exposure to ServiceNow ITSM, ITAM, SecOps, or Cloud Management. • Experience with Service Graph Connectors and third-party integration platforms. • Familiarity with Infrastructure as Code (IaC), DevOps, or SRE practices.