ServiceNow_IT Service Management & ITOM

Role : ServiceNow_IT Service Management & ITOM

Experience : 4 to 8 years

Location : Pan India

Keyword : ITOM, CMDB ,Service Catalog, Event Management, Workflows, Flow Designer, and Configuration Management

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Responsibility of / Expectations from the Role

Service Catalog:

• Design, develop, and maintain custom Service Catalog items, including complex forms, variables, and UI policies.
• Implement automation and scripting to enhance the user experience and ensure seamless end-user interactions.
• Develop approval workflows and catalog item workflows for service requests.
• Work closely with business stakeholders to understand requirements and deliver tailored service catalog solutions.

Event Management:

• Design and configure Event Management to process, manage, and correlate events from various sources.
• Develop rules to categorize, prioritize, and trigger appropriate actions based on incoming events.
• Implement event monitoring and alerting capabilities to ensure proactive incident management.
• Integrate third-party monitoring tools with ServiceNow Event Management as required.

Configuration Management:

• Implement and maintain the Configuration Management Database (CMDB), ensuring proper mapping and relationships between Configuration Items (CIs).
• Design and implement processes for effective CI lifecycle management, including discovery, monitoring, and updates.
• Develop and maintain reports and dashboards to monitor CMDB health and compliance.
• Work with stakeholders to ensure CMDB data accuracy and completeness.

Workflows & Flow Designer

• Develop and manage complex workflows using ServiceNow Workflow Editor.
• Design and configure Flow Designer flows to automate tasks, approvals, and integrations.
• Collaborate with cross-functional teams to automate business processes and ensure efficient workflow execution.
• Troubleshoot and resolve issues with existing workflows and flows.