[Hiring] ServiceNow ITOM Lead @CSC

Role Description

We are looking for a seasoned ServiceNow ITOM practitioner who brings deep technical expertise and the leadership acumen to drive our ITOM strategy forward. You will own the full ITOM domain including:

• Discovery
• CMDB
• CSDM
• Service Mapping
• Event Management
• Operational Intelligence

You will also mentor a team of developers and administrators distributed geographically, partner with business stakeholders, and deliver measurable value across the organization.

Some of the things you will be doing:

• Strategic Planning: Develop and execute the ITOM strategic roadmap, aligning Discovery, CMDB, Service Mapping, Event Management, Operational Intelligence, and Orchestration with IT and business objectives.
• Solution Architecture: Architect and deliver robust, scalable, and secure ITOM solutions; review and approve all ITOM design decisions made by the team.
• CSDM/CMDB Ownership & Health: Lead CMDB design, governance, and ongoing health including CSDM adherence, normalization rules, data integrity, and reconciliation. Own the authoritative source of truth for IT infrastructure and services.
• Pattern & Probe Development: Develop and maintain custom Discovery patterns, probes, sensors, and Service Mapping rules; provide hands-on guidance and quality review for the team.
• Event Management & AIOps: Oversee Event Management and Operational Intelligence configurations; drive correlation rules, alert noise reduction, and actionable insight delivery to operations teams.
• Code Quality & Governance: Define and enforce coding standards, peer-review processes, and governance policies for all ITOM development, scripting, and configuration.
• Project Oversight: Manage the full ITOM project lifecycle — from requirements and design through deployment, UAT, and post-implementation support — delivering on time and on budget.
• Stakeholder Engagement: Translate stakeholder requirements into durable ServiceNow solutions; act as the primary ITOM liaison for infrastructure, operations, security, and business teams.
• Reporting & Analytics: Build and maintain KPI dashboards, operational reporting, and executive-ready analytics that surface trends, risks, and ROI across the ITOM estate.
• ROI & Value Management: Articulate ITOM value, manage to defined ROI milestones, and communicate successes, risks, and opportunities to senior leadership.
• Continuous Improvement: Stay current with ServiceNow ITOM roadmap releases, platform updates, and industry trends; champion adoption of features that deliver measurable value.
• People Leadership: Lead, mentor, and develop a team of ITOM developers and administrators; support resourcing, performance management, and professional growth.

Qualifications

• Bachelor’s degree in computer science, Information Systems, or a related technical field (required).
• Master's degree or MBA (preferred).
• 10+ years of IT infrastructure, operations, or platform engineering experience.
• 7+ years of hands-on ServiceNow experience, with at least 4 years focused on ITOM (Discovery, CMDB, Service Mapping, Event Management, Operational Intelligence, and/or Orchestration).
• 3+ years in a technical lead, architect, or team lead capacity on ServiceNow implementations.
• Demonstrated experience architecting and delivering enterprise-grade ITOM solutions in complex, multi-cloud or hybrid environments.
• Proven track record managing ServiceNow platform upgrades, instance strategy, and cross-module governance.
• Deep expertise in ServiceNow ITOM: Discovery (agentless and MID Server-based), CMDB/CSDM, Service Mapping, Event Management, Operational Intelligence, and Orchestration.
• Strong proficiency in ServiceNow scripting: JavaScript (client/server), Business Rules, Script Includes, REST/SOAP integrations, Flow Designer, and IntegrationHub.
• Experience with ITSM modules (Incident, Problem, Change, CMDB) and working knowledge of adjacent modules: SPM, SAM/HAM.
• Familiarity with ServiceNow DevOps / CI-CD practices: ATF, deployment pipelines, branching strategies, and instance cloning.
• Knowledge of cloud platforms (AWS, Azure, GCP) and infrastructure-as-code tools relevant to ITOM discovery and mapping.
• Proficiency with ITIL v4 principles; hands-on ITSM process design experience preferred.

Requirements

• ServiceNow Certified Implementation Specialist – ITOM (CIS-ITOM) — strongly preferred.
• ServiceNow Certified System Administrator (CSA).
• ServiceNow Certified Application Developer (CAD) or additional CIS certifications (ITSM, SecOps, HR, SPM).
• ITIL v4 Foundation or higher.
• Experience in a Managed Service Provider (MSP) environment or managing vendor / offshore delivery teams.
• Familiarity with financial services, insurance, or regulated-industry IT compliance requirements.
• Experience presenting platform strategy to C-suite or board-level audiences.

Benefits

• Annual success-sharing bonuses or commission plans based on individual performance.
• Comprehensive benefits package including annual leave, tuition reimbursement, referral bonuses, and more.
• Hybrid or remote work schedules in alignment with local regulations.