Note: The job is a remote job and is open to candidates in USA. Fortune 500 is seeking experienced ServiceNow ITOM Technical Consultants to lead a complex ITOM remediation and rebuild engagement. The role serves as the technical authority from discovery through deployment and handover, assessing degraded environments, defining remediation strategies, guiding reconstruction of ITOM processes, and overseeing implementation with a team of Senior Technical Consultants.
Responsibilities
- Lead the Discovery & Baseline phase: analyze existing workflows, pain points, ITOM RACI, and current architecture within the first week to produce a comprehensive baseline report
- Define and own the ITOM Remediation Plan, including structured user stories aligned to Agile/Kanban delivery
- Architect the rebuild strategy, addressing critical failure points such as CI binding, maintenance suppression, alert grouping, and legacy automation deprecation
- Guide the reconstruction of ITOM processes including alert correlation policies, event automation, and ECC queue configuration
- Oversee MID Server capacity review, ECC queue throttling, and prioritization recommendations
- Lead the review and sign-off of UAT Test Cases, ensuring coverage of all remediated processes
- Produce a Performance Validation Report comparing pre- and post-deployment MTTR metrics
- Manage the controlled rollout of updated rules and configurations alongside the Technical Consultant team
- Author and deliver the final Deployment & Handover Memo, facilitating a structured knowledge transfer to the client O&M team
- Serve as the primary escalation point for technical decisions throughout the engagement
Skills
- 7+ years of ServiceNow implementation experience, with 4+ years focused on ITOM/Discovery and Event Management
- Proven experience leading ITOM remediation or rebuild engagements in complex enterprise environments
- Deep expertise in CMDB architecture, CI binding, and the Identification and Reconciliation Engine (IRE)
- Strong hands-on knowledge of Event Management, including alert correlation policies, alert grouping, maintenance suppression, and alert/event automation
- Experience integrating and configuring alert sources including Splunk, Dynatrace, and SCOM within ServiceNow Event Management
- Familiarity with High-Level Architecture (HLA) implementation and Service Graph Connectors
- Experience conducting MID Server capacity assessments and managing ECC queue throttling and prioritization
- Ability to assess CMDB health baselines and lead IRE troubleshooting for data reconciliation issues
- Experience delivering in Agile/SDLC frameworks; Kanban experience preferred
- ServiceNow Certified Implementation Specialist (CIS) – ITOM or equivalent certification strongly preferred
Benefits
- 100% Remote (USA)
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