ServiceNow Administrator (ServiceNow ITOM Administrator)

Role Overview: The Senior ServiceNow ITOM Consultant will play a critical role in managing a large-scale CMDB footprint consisting of millions of Configuration Items (CIs) and thousands of application service maps. This position focuses on the administration and optimization of ServiceNow Discovery, Service Mapping, and CMDB to ensure data quality, operational readiness, and high-maturity impact analysis for a Fortune-level environment. Essential Duties and Responsibilities:

• dminister and operate ServiceNow ITOM modules, specifically Discovery, Service Mapping, and the CMDB.
• Maintain the integrity and quality of CMDB data, serving as the primary administrator for operational readiness.
• Create, maintain, and automate Application Service Maps to streamline visibility into complex business services.
• Support advanced reporting and impact analysis by defining relationships between CIs, applications, and business ownership.
• Provide high-level operational support, including system monitoring, incident response, and request fulfillment (excluding Event Management).
• Collaborate with client stakeholders and technical teams to execute "heavy lifting " for CMDB improvements and mapping maturity.
• Develop and maintain Standard Operating Procedures (SOPs) and knowledge articles to improve L1/L2 team effectiveness.
• Monitor hybrid cloud infrastructure using tools such as Dynatrace, Grafana, and Azure Monitor to tune dashboards and alerts.
• Coordinate major incident triage, leading bridge calls and supporting Post-Incident Reviews (PIRs) to achieve rapid detection goals.

Technical & Functional Skills:

• ServiceNow Expertise: Advanced proficiency in ServiceNow ITOM (Discovery, Service Mapping, and CMDB administration).
• Observability Tools: Hands-on experience with Dynatrace, Grafana, and Azure Monitor.
• utomation & Scripting: Strong ability to create scripts and runbooks using PowerShell, Python, or Bash to automate detection and remediation.
• ITSM Workflows: Deep understanding of ITIL processes, particularly Incident Management and Change Validation.
• Data Management: Ability to manage a large-scale CMDB footprint with millions of records.

Behavioral Skills:

• Strategic Partnership: Proven ability to partner with stakeholders to drive long-term technical improvements.
• Leadership: Experience providing escalation support and guidance to junior engineers and Tier 1/2 teams.
• Communication: Exceptional verbal and written skills for documenting root cause analyses and incident reports.
• Reliability: Commitment to supporting 24x7x365 operations, including holiday or after-hours support when necessary.

Education & Experience Requirements

• Education: Bachelor's degree in a related field or equivalent professional experience.
• Experience: 8+ years in IT operations, incident management, or application support in a 24/7 environment.
• ServiceNow Experience: 6-9 years of advanced experience specifically within system monitoring and ServiceNow administration.

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