ServiceNow ITOM Developer / Consultant

Role overview

Infosys is looking for an experienced ServiceNow ITOM Developer/Consultant to design, build, and support IT Operations Management solutions on the ServiceNow platform. This position is based in Nagpur, Maharashtra, and is intended for someone who can work both independently and in collaboration with cross-functional teams.

Core responsibilities

• Partner with clients to understand IT operations needs and translate them into practical ITOM solutions.
• Plan, configure, and tailor ServiceNow ITOM capabilities such as Discovery, Event Management, Service Mapping, and Configuration Management.
• Build and maintain ServiceNow customizations including workflows, business rules, client scripts, UI pages, UI actions, and related platform features.
• Coordinate with other IT teams to integrate ServiceNow ITOM with connected systems and applications.
• Support the ongoing operation, maintenance, and stability of implemented ITOM solutions.
• Prepare and maintain clear technical documentation, process notes, and procedure guides.
• Act as the main technical contact for ServiceNow ITOM matters for business users and internal stakeholders.
• Create technical designs and architecture recommendations aligned with business problems and ServiceNow ITOM, automation, and CMDB best practices.
• Co-lead requirements workshops, capture business and technical needs, and help translate them into implementable solutions.
• Work with business stakeholders to define, estimate, and refine stories.
• Review and guide developers’ work, while taking ownership of quality and delivery.
• Deliver hands-on development for items that cannot be delegated.
• Lead sprint demonstrations, produce supporting development artifacts, handle knowledge transfer, and provide documentation as needed.
• Monitor scope changes with the ServiceNow team and business partners, and help resolve critical technical blockers.
• Coach developers and platform engineers on design standards and implementation best practices.
• Manage the Service Mapping tool on a day-to-day basis, including onboarding additional business services.
• Keep Service Mapping data and behavior consistent across production and non-production environments.
• Review CMDB data quality and act as a partial owner of the CMDB.
• Support pre-sales activities such as client demos and presentations.

Required experience and expertise

• Strong hands-on experience delivering ServiceNow ITOM implementations.
• Deep working knowledge of ServiceNow CMDB architecture.
• At least 5 years of experience on the ServiceNow platform, preferably across global implementation programs.
• Practical understanding of ITOM and CMDB processes, including Event Management, Discovery, Service Mapping, CMDB/CSDM, AIOps, Cloud Management, and Orchestration.
• Solid command of JavaScript, HTML, CSS, and related web technologies.
• Experience with WMI, SSH, SNMP, PowerShell, REST, SOAP, and JavaScript-based integrations.
• Ability to integrate external tools and federate data into the CMDB.
• Strong knowledge of IT Asset Management lifecycle processes for hardware and software.
• Intermediate-level administration skills in Windows and Unix environments.
• Familiarity with networking fundamentals such as routers, switches, firewalls, NAT, load balancing, and storage.
• Working knowledge of XML, JSON, scripting, and databases.
• Comfortable troubleshooting credentials, product installations, permissions, and network connectivity issues with infrastructure teams.
• Exposure to cloud platforms such as AWS and Azure.
• Experience with scripting using JavaScript, Jelly, and SQL.
• Familiarity with enterprise platforms and technologies such as WebSphere, MQ, IIS, Apache, VMware, web servers, application servers, databases, load balancers, cloud, and virtualization.
• Ability to work alone when needed and also contribute effectively in a team setting.
• Excellent analytical, communication, and problem-solving abilities.

Certifications and preferred knowledge

• ServiceNow Certified Implementation Specialist - Event Management.
• ServiceNow Certified Implementation Specialist - Service Mapping.
• ServiceNow Certified Implementation Specialist - Discovery.
• ServiceNow Certified Implementation Specialist - Cloud Provisioning and Governance.
• Current knowledge of ServiceNow versions, features, release roadmap, and end-of-life details.

Tools, platforms, and technical scope

The role involves working across ServiceNow ITOM/CMDB areas including Discovery, Service Mapping, Event Management, HLA, AIOps, Orchestration, Integration Hub, Cloud Management, and CSDM. It also requires awareness of configuration data capture, CI relationships, identification and classification rules in CMDB, event and alert rules, and the relationship between assets and configuration items.

Additional note

This opening is also referenced as ServiceNow ITOM Architect (JL6) supporting Agility in Digital Enterprise.

Location

Nagpur, Maharashtra, India.