ServiceNow ITOM Senior Developer

Description

OVERVIEW

iTech AG is seeking a ServiceNow ITOM Senior Developer (IT Operations Management) to deliver the hands-on build and configuration of ITOM solutions for federal customers. This is a senior developer role responsible for delivering the end-to-end ITOM build on the ServiceNow platform including CMDB, Discovery, Service Mapping, and Event Management, and the integrations that connect it across multiple ServiceNow products.

The ideal candidate is a hands-on ServiceNow developer who has built ITOM end-to-end, CSDM-aligned CMDB design, identification and reconciliation, Discovery and MID Server deployment, Service Mapping of application services, event integration and alert correlation, dashboards, and CMDB data population, and can work independently across the full build. They bring proven experience building cross-product ServiceNow solutions and enterprise integrations in FISMA/FedRAMP-governed environments. This role contributes to the ITOM technical solution documentation, implements the defined integration and security patterns, and collaborates with the iTech Solution SMEs, customers, and iTech Certified Master Architects.

ROLES AND RESPONSIBILITIES

• Deliver the hands-on build and configuration of the ServiceNow ITOM solution, CMDB, Discovery, Service Mapping, and Event Management, including the data model and delivery across modules per the phased roadmap
• Demo, build and configure ServiceNow ITOM capabilities across the solution, including:
• CSDM-aligned CMDB design, CI class modeling, and relationship types
• CMDB identification and reconciliation rules, data source precedence, and CMDB Health (completeness, correctness, compliance)
• Discovery - MID Server deployment, credentials, schedules, IP ranges, and discovery patterns
• Cloud Discovery for AWS, Azure, and/or GCP, including cloud resource and tag-based discovery
• Service Mapping - application service definition, entry points, top-down and tag-based mapping, and custom patterns
• Event Management - event connectors and sources, event rules, field mapping, and event-to-alert transformation
• Alert correlation, aggregation, and alert management rules, including CI binding and impact calculation
• Alert-to-incident automation, notifications, and remediation workflows (Flow Designer / Workflow Studio)
• Operator Workspace, service health dashboards, and Performance Analytics reporting
• Integrations with monitoring and observability tools (e.g., SolarWinds, Splunk, Dynatrace, Datadog, SCOM)
• Build automated alert-to-incident, notification, and remediation workflows - assignment, escalation, tracking, and closure - replacing manual monitoring triage across operations teams
• Configure Discovery across on-premises, cloud, and hybrid environments, including MID Server clustering, credential management, and horizontal and top-down discovery
• Implement Service Mapping for business-critical application services and maintain the maps as infrastructure and applications change
• Build configurable dashboards and reports for CMDB health, discovery coverage, service health, alert volume, and MTTR that end users can adjust without recoding
• Configure Event Management noise reduction - deduplication, correlation, maintenance windows, and alert thresholds - documenting tuning decisions and rationale
• Plan and execute the CMDB data population and migration effort, including:
• Build and maintain the integrations between ServiceNow ITOM and external systems, including monitoring and observability tools, cloud providers, customer SSO, ITSM/ticketing, and enterprise reporting or data warehouse platforms
• Support the discovery with infrastructure, operations, and application stakeholders to validate environments, data sources, CI classes, and monitoring integrations
• Participate in Agile ceremonies including sprint planning, backlog refinement, demos, and retrospectives
• Participate in code and design reviews, mentor junior developers, and follow platform best practices
• Contribute to technical documentation, knowledge transfer, operational readiness, and end-user adoption efforts
• Other duties as assigned

MINIMUM QUALIFICATIONS

• 5+ years of hands-on ServiceNow experience, including 2+ years in a senior developer role
• 2+ years implementing ServiceNow IT Operations Management (ITOM)CMDB, Discovery, Service Mapping, and Event Management
• Deep hands-on configuration and development experience across ITOM
• Working knowledge of the Common Service Data Model (CSDM), CMDB Health, and IT infrastructure across on-premises, cloud, and hybrid environments
• Experience building integrations using IntegrationHub, Service Graph Connectors, and REST/SOAP APIs, and executing CMDB data population and migration
• Strong experience implementing ServiceNow data models, security models, and platform configuration
• Proficiency with ServiceNow scripting including JavaScript, Glide APIs, Script Includes, and Flow Designer
• Experience working in Agile delivery environments (ServiceNow Now Create methodology a plus)
• Strong analytical, troubleshooting, and problem-solving skills, and experience mentoring other developers

EDUCATION AND CERTIFICATIONS

• Bachelor’s degree or equivalent years experience
• ServiceNow Certified Implementation Specialist (CIS) - Discovery

PREFERRED QUALIFICATIONS

• ServiceNow Certified Implementation Specialist (CIS) - Service Mapping, and/or Event Management a plus
• Additional CIS certifications across products (e.g., Data Foundations (CMDB/CSDM), ITSM, Cloud Provisioning and Governance, HAM/SAM) a plus
• Familiarity with ServiceNow Virtual Agent and AI / Now Assist capabilities

SECURITY CLEARANCE

• Ability to obtain and maintain a Public Trust
• Pursuant to government contracts, US Citizenship is required

iTech AG is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, genetic information, disability, protected veteran status, or any other characteristics protected by federal, state, or local laws.

iTech AG is committed to working with and providing reasonable accommodations to individuals with disabilities. Individuals with a disability who would like to request an accommodation for any part of the employment process should email their request [email protected] address the subject line as Accommodation Request and include your name, contact information, and a description of your accommodation request.