ServiceNow ITOM Senior Consultant

Job Overview

We are seeking experienced ServiceNow ITOM (IT Operations Management) professionals to join a short-term, high-impact engagement in Chennai. The roles include ITOM Senior Consultant and ITOM Principal Consultant, focusing on assessing and optimizing the Configuration Management Database (CMDB) setup, identifying gaps, delivering best practices, and providing a prioritized remediation plan to enhance CMDB health and scalability. Candidates will provide hands-on support during the assessment phase and assist with ongoing CMDB maintenance. This is an onsite contract role requiring deep expertise in ServiceNow ITOM, particularly in CMDB and Discovery.

Responsibilities

Common Responsibilities for Both Roles:

• Conduct a comprehensive assessment of the existing ServiceNow CMDB setup to evaluate its structure, data quality, and operational efficiency.
  
• Identify key gaps and inefficiencies in the current CMDB configuration and processes.
  
• Deliver prescriptive guidance and best practices to improve CMDB health, accuracy, and scalability.
  
• Develop and present a prioritized remediation plan to address identified gaps and enhance CMDB performance.
  
• Provide hands-on support for CMDB maintenance, including data cleansing, normalization, and reconciliation.
  
• Configure and optimize ServiceNow Discovery to ensure accurate and automated population of CMDB data.
  
• Collaborate with stakeholders to align CMDB processes with business and IT requirements.
  
• Document assessment findings, remediation plans, and technical configurations for future reference.
  
• Ensure adherence to ServiceNow ITOM best practices and industry standards.
  

Additional Responsibilities for ITOM Principal Consultant:

• Lead the engagement, providing strategic oversight and guiding the Senior Consultants.
  
• Facilitate workshops and stakeholder meetings to align on CMDB objectives and remediation strategies.
  
• Drive the implementation of complex remediation actions, including advanced Discovery and integration configurations.
  
• Mentor and support the Senior Consultants in technical and process-related activities.
  
• Act as the primary point of contact for escalations and high-level decision-making.
  

Requirements

• All requirements listed for ITOM Senior Consultant, plus:
  
• Minimum of 6 years of hands-on experience with ServiceNow ITOM, with extensive expertise in CMDB and Discovery implementations.
  
• At least 6 years of overall experience in IT Operations or related fields.
  
• Demonstrated leadership in ITOM engagements, including managing teams and driving strategic outcomes.
  
• Advanced knowledge of ServiceNow ITOM integrations with external systems using REST/SOAP APIs or MID Servers.
  
• Proven ability to lead workshops, facilitate stakeholder alignment, and present remediation strategies to senior leadership.
  
• Experience mentoring team members and guiding complex CMDB remediation projects.
  
• Strong project management skills to oversee the engagement and ensure timely delivery of objectives.
  

Additional Requirements for Both Roles:

• Ability to work onsite in Chennai for the duration of the contract (3 to 6 months).
  
• Hands-on experience as a CMDB and Discovery Administrator in enterprise environments.
  
• Familiarity with ITIL processes (e.g., Configuration Management, Asset Management).
  
• ServiceNow certifications (e.g., Certified System Administrator, ITOM Implementation Specialist) are highly preferred.
  
• Ability to work collaboratively in a fast-paced, high-pressure environment.
  
• Strong documentation skills to produce assessment reports, remediation plans, and technical guides.