Job Title:  ET&P- ServiceNow - Manager- ITOM - Bangalore

Consulting

Technology and Transformation - ET&P: ServiceNow

ServiceNow Developer (ITOM)

What impact will you make?

Every day, your work will make an impact that matters, while you thrive in a dynamic culture of inclusion, collaboration and high performance. As the undisputed leader in professional services, Deloitte is where you’ll find unrivaled opportunities to succeed and realize your full potential.

Deloitte is where you’ll find unrivaled opportunities to succeed and realize your full potential.

The Team

Enterprise Technology and Performance is a Service Area comprising of Consulting professionals providing various service offerings on ServiceNow.

Work you’ll do

We are seeking an experienced ITOM Specialist to manage, support, and optimize ServiceNow ITOM operations across multiple data centers. The candidate will be responsible for Business-As-Usual (BAU) discovery activities, troubleshooting discovery issues, and ensuring accurate and up-to-date Configuration Management Database (CMDB) data for hardware, software, and infrastructure components. Additionally, the role will focus on Event Management, Service Mapping, and Integrations, enabling proactive operations, service visibility, and automated incident response across enterprise environments.

Key Responsibilities:

• Design, implement, and enhance ServiceNow ITOM modules, including:

  • Discovery
  • Event Management
  • Service Mapping
  • Integration

  ITOM Discovery Operations (BAU)

  • Perform BAU activities for ServiceNow ITOM Discovery, ensuring scheduled and on-demand discoveries run successfully.
  • Ensure compliance with discovery standards and CMDB data quality requirements.

  Discovery Troubleshooting & Issue Resolution

  • Troubleshoot “Never Scanned” devices and “Not Discovered in Last 21 Days (Stale CI)” for both hardware and software CIs.
  • Analyze discovery errors related to credentials, network access, firewall rules, and patterns.
  • Identify root causes for incomplete, failed, or inconsistent discovery results and implement corrective actions.
  • Ensure accurate CMDB population, normalization, and CI health.

  Discovery Behavior & Pattern Analysis

  • Excellent understanding of Discovery Behavior, including probes, sensors, and patterns.
  • Validate classification, identification, and reconciliation (CI Class Manager & IRE) results.
  • Configure and manage discovery scans across multiple Data Centers (DCs).

  Event Management

  • Configure and manage Event Management rules, alerts, correlation, and automated remediation workflows.
  • Define and maintain alert management lifecycle, including alert creation, grouping, and closure.
  • Implement event-driven automation to:
  • Automatically create, update, and resolve incidents
  • Trigger workflows and remediation actions
  • Align Event Management with ITSM processes (Incident, Problem, Change).
  • Improve MTTR through proactive alert handling and automation.

  Integrations

  • Design and develop integrations between ServiceNow and third-party monitoring tools, such as:
  • Infrastructure and application monitoring tools
  • Cloud platforms (AWS, Azure, GCP)
  • APM and logging solutions
  • Build and maintain integrations using:
  • REST / SOAP APIs
  • MID Servers
  • IntegrationHub and Spokes
  • Ensure secure, scalable, and high-performing integrations.

  Automation & Operations

  • Implement event-driven automation to:
  • Create, update, and resolve incidents
  • Trigger Integration Hub Flow and remediation actions
  • Improve operational efficiency through alert noise reduction and intelligent event correlation.
  • Support IT operations teams with proactive monitoring and service health dashboards.

Key Skills required:

• Education- UG and Above, Information Technology, or a related field.
• 8–12 years of hands-on experience with the ServiceNow platform.
  • Strong hands-on experience with ServiceNow ITOM Discovery, Service Mapping, Event Management.
  • Proven experience handling Discovery BAU operations in an enterprise environment.
  • Solid understanding of CMDB concepts
  • Experience troubleshooting Discovery Issue:
  • Never Scanned devices
  • Stale CIs (21+ days not discovered)
  • Port, Network access and Credential issue
  • Proven expertise in:
  • Event Management
  • Service Mapping
  • Integrations (REST, APIs, MID Server)

• Infrastructure & Technology Coverage

  • Perform and support discovery for:
  • Network devices (routers, switches, firewalls)
  • Storage systems
  • Windows & Linux servers
  • Good knowledge of Software and application components:
  • Networking fundamentals (TCP/IP, DNS, SNMP)
  • Windows & Linux OS
  • Storage and Network devices
  • Software discovery methods
  • Multi Source Monitoring Concept
  • Experience working with multiple data centers and large-scale environments.
  • Experience with multi monitoring tools event sources.
  • Ability to troubleshoot complex integrations and operational issues.

Preferred Skills:

• Strong troubleshooting and analytical skills
• Ability to work independently on BAU tasks
• Collaborate with CMDB, ITSM, and ITOM cross-functional stakeholders to ensure end-to-end service visibility.
• Integrations (REST, APIs, MID Server)

How you’ll grow

At Deloitte, our professional development plan focuses on helping people at every level of their career to identify and use their strengths to do their best work every day. From entry-level employees to senior leaders, we believe there’s always room to learn. We offer opportunities to help build world-class skills in addition to hands-on experience in the global, fast-changing business world. From on-the-job learning experiences to formal development

Programs at Deloitte University, our professionals have a variety of opportunities to continue to grow throughout their career. Explore Deloitte University, The Leadership Centre.

Benefits

At Deloitte, we know that great people make a great organization. We value our people and offer employees a broad range of benefits. Learn more about what working at Deloitte can mean for you.

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Deloitte is led by a purpose: To make an impact that matters.

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