ServiceNow ITOM

ServiceNow ITOM

Mandatory : Bangalore(weekly 5days WFO)

Exp : Relevant 6+ Years

ServiceNow ITOM Detailed Skills Requirement

1. ServiceNow Event Management Skills Required

Core Skills:

• Strong understanding of Event Management architecture and data flow in ServiceNow.
• Experience with event rules, alert correlation, deduplication, suppression rules.
• Ability to create and manage operational intelligence signals.
• Integration with monitoring tools (e.g., SolarWinds, Dynatrace, AppDynamics, Nagios, Zabbix, Splunk, BMC, etc.).
• Understanding of SNMP traps, Webhooks, REST APIs, and data ingestion methods.
• Proficiency in JavaScript for customizing alert actions and logic.
• Building and tuning service health dashboards (Service Health, Impact Map, Alert Console).
• Familiarity with ITOM AIOps, ML-based alert correlation, and signal-based health modeling.

Preferred Tools/Experience:

• MID Server configuration for Event ingestion.
• ITOM Health or Health Log Analytics (if applicable).
• SCOM or other enterprise-grade monitoring tool integrations.

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2. ServiceNow Discovery Skills Required

Core Skills:

• Deep knowledge of horizontal discovery, credentials management, and CI classification.
• Configuration of MID Servers, Probes, and Sensors.
• Scripting expertise for custom patterns, sensor modifications, and data normalization.
• Strong understanding of protocols: SSH, WMI, SNMP, WinRM, PowerShell.
• CI Identification and Reconciliation strategies.
• Working knowledge of Cloud Discovery (AWS, Azure, GCP).
• Good understanding of firewalls, network topologies, and proxy setups in enterprise environments.

Platform Knowledge:

• CI Class Models and integration with CMDB.
• CSDM alignment and CMDB health metrics.
• Discovery troubleshooting using ECC Queue, logs, and MID diagnostic tools.

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3. ServiceNow Service Mapping Skills Required

Core Skills:

• Experience with pattern-based and traffic-based service mapping.
• Creating, debugging, and extending Service Mapping patterns.
• In-depth knowledge of:
• Application stacks (e.g., Web, App, Database)
• Load balancers, clusters, and middleware
• Understanding of TCP connections, netstat, process command lines, and configuration files (e.g., plugin-cfg.xml, web.xml, etc.)
• Ability to define entry points, identifiers, and connection sections.
• Collaborating with app owners for business service onboarding.
• Troubleshooting using Pattern Designer, logs, and Discovery Behavior.

Advanced Knowledge:

• Mapping services to Business Applications in CSDM.
• Layer 2/3 network dependency awareness for service pathing.

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4. General ITOM/Platform Skills (Applicable to All)

• Hands-on experience in ServiceNow ITOM Workspace.
• Proficient in JavaScript, JSON, and ServiceNow's script includes.
• Familiarity with CMDB, CSDM (v3/v4), and CI lifecycle.
• Experience with Update Sets, Scoped Applications, and Instance Cloning.
• Good understanding of data governance, compliance, and CMDB health KPIs.
• ITIL Foundation knowledge (Incident, Change, Problem).

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Certification Module Alignment Level

Certified System Administrator (CSA) All ITOM modules Entry-level – Required

Discovery Implementation Specialist Discovery Intermediate – Strongly Preferred

Service Mapping Implementation Specialist Service Mapping Intermediate – Strongly Preferred

Event Management Implementation Specialist Event Management Intermediate – Preferred

CMDB & CSDM Fundamentals (Training Badge) Discovery, SM Foundation – Required

ServiceNow Certifications – Recommended