As our Senior System Engineer ITOM - ServiceNow, you be part of our Solution Centre of Excellence team where we strongly believe that working hard and having fun are two compatible elements.
We are looking for a proactive and experienced Senior System Engineer ITOM – ServiceNow to join our team and play a key role in evolving our ServiceNow instance. You will act as a trusted advisor to stakeholders, responsible for designing, implementing, and maintaining our ServiceNow platform, ensuring it meets the needs of the organization and enhances our IT service management processes.
Key Responsibilities:
Discovery & Configuration Management
• Implement, configure, and maintain ServiceNow Discovery to automatically identify and populate
Configuration Items (CIs) across on-premises and cloud environments.
• Develop and customise discovery patterns, probes, and sensors to support infrastructure-specific discovery requirements.
• Troubleshoot and resolve complex discovery failures, pattern conflicts, and credential issues.
Governance & Lifecycle Management
• Design and maintain a well-structured CMDB aligned to the Common Service Data Model (CSDM) framework.
• Ensure CI data integrity, compliance with governance policies, and data quality standards across all CI classes.
• Conduct regular CMDB health checks, audits, and remediation activities.
• Collaborate with stakeholders to translate business service structures into accurate CSDM-aligned configurations.
Service Mapping
• Configure and manage Service Mapping to establish end-to-end application and infrastructure service maps.
• Align service maps with business services defined in the CMDB to support impact analysis and dependency tracking.
Event Management
• Configure event rules, alert rules, and correlation logic to reduce noise and surface actionable alerts.
• Integrate ServiceNow Event Management with third-party monitoring platforms
• Build and manage sub-flows and assignment rules for automated alert handling and escalation.
General Responsibilities
• Maintaining the stability and usability of the system through configuration, development, and administration including upgrades, patching and integrations
• Assist and coordinate ServiceNow release management and UAT process on regular basis
• Implement best practices for ServiceNow administration, including security and user management.
• Monitor system performance, troubleshoot issues, and perform regular maintenance and upgrades.
• Develop and maintain documentation for system configurations, processes, and procedures.
• Stay updated on ServiceNow releases and industry trends to recommend improvements and optimizations.
• Participate in project planning and management to ensure timely delivery of solutions.
• Mentor and support junior engineers and administrators, providing guidance on best practices and development techniques.
Requirements
• 5+ years of experience working with ServiceNow ITOM, Discovery and Service Mapping
• Strong understanding of customer service workflows and ServiceNow capabilities.
• Awareness of ServiceNow ITOM and its integration points.
• Proven ability to manage multiple tasks and stakeholders in a fast-paced environment.
• Excellent interpersonal, communication, and documentation skills.
• Strong team player with experience working in global delivery models.
Qualifications
• ServiceNow Certified System Administrator (CSA)
• ServiceNow Event Management (CIS-EM) Implementer
• ServiceNow Service Mapping (CIS-SM) Implementer
• ServiceNow Discovery (CIS-DISCO) Implementer
• IT Service Management (CIS-ITSM) Implementer
• Customer Service Management (CIS-CSM) implementer
• ITIL Foundation certification.
• Experience with Agile methodologies (Scrum, Kanban).
• Degree in Computer Science, Information Systems, or equivalent experience.
• Proven experience working with enterprise-scale applications.
We embrace flexibility and hybrid work opportunities to support diverse needs and lifestyles, while also valuing inclusive workplace experiences. By fostering a sense of community, we drive innovation, strengthen connections, and nurture belonging. Our commitment ensures you can work in a way that suits you best, while also engaging with colleagues to share ideas and build meaningful relationships.
