Servicenow Lead

Lead the design, configuration, and deployment of ServiceNow ITOM modules, with a focus on Automated Service Mapping to discover, map, and maintain application and infrastructure services.
Drive the end-to-end implementation of ServiceNow Automated Service Mapping, ensuring seamless integration with Discovery, Event Management, and other ITOM capabilities.Collaborate with the Observability Architect and IT teams to define service mapping requirements and integration points with monitoring, CMDB, incident management, and other ITOM/ITSM tools.Customize ServiceNow ITOM discovery patterns, probes, and service mapping logic to align with client-specific environments and technologies.Ensure accurate, up-to-date service maps and CMDB records that reflect real-time changes in the clients IT ecosystem through automated processes.Develop and document best practices, workflows, and governance for ongoing ITOM operations, including automated service mapping and discovery.Provide knowledge transfer, training, and support to client stakeholders and IT staff on ServiceNow ITOM and Automated Service Mapping.Troubleshoot and resolve issues related to ITOM, service mapping, automated discovery, and CMDB data quality.Required Skills & ExperienceProven expertise in ServiceNow ITOM, specifically Automated Service Mapping and Discovery modules.Strong understanding of CMDB architecture, ITOM/ITSM processes, and integrations with observability/monitoring tools.Experience with automated discovery, infrastructure/application dependency mapping, and troubleshooting complex enterprise environments.Ability to customize ServiceNow ITOM patterns, probes, and scripts for automated service mapping.Excellent communication, documentation, and stakeholder management skills.ServiceNow certifications (e.g., Certified Implementation Specialist – ITOM, Service Mapping) preferred.Preferred QualificationsExperience in large-scale enterprise IT environments leveraging ServiceNow ITOM.Familiarity with cloud, hybrid, and on-premise infrastructures.Background in IT operations, observability, monitoring solutions, or ITOM toolsets.