ServiceNow CMDB

Responsible for implementing, troubleshooting, and enhancing ServiceNow CMDB and Discovery modules, managing integrations, and ensuring system reliability through proactive maintenance and upgrades.

Essential Functions

• Analyze, troubleshoot, and resolve incidents for ServiceNow applications.
• Determine root cause (configuration vs defect) and provide corrective actions/workarounds.
• Deploy application upgrades, fixes, and perform operational maintenance.
• Respond to system health alerts and execute scheduled tasks.
• Conduct audits for preventive maintenance and report status.
• Adhere to ITIL guidelines for Incident, Problem, and Change Management.
• Drive high-priority incidents to closure and document root cause analysis.
• Provide break-fix resolutions, create scripts, resolve performance issues, and implement small enhancements.
• Customer management and effective call handling.

Analytical & Decision-Making

• Apply standards, tools, and methods appropriately.
• Demonstrate systematic problem-solving and clear communication.
• Plan, schedule, and monitor work to meet deadlines.
• Rapidly absorb new technical/business information and apply effectively.

Knowledge & Skills

• 3+ years hands-on development in CMDB and Discovery modules.
• Strong JavaScript skills; experience with notifications, email scripts, events, scheduled jobs.
• Familiarity with ServiceNow forms, UI policies, client/server scripts, Glide APIs.
• Integration experience (REST API, SOAP, LDAP, SSO) via MID Servers.
• Knowledge of ITSM processes (Incident, Problem, Change).
• Experience with workflows, catalog items, record producers, and reporting.
• Ability to troubleshoot Windows servers, networking concepts, and security.
• Hands-on with data sources, import sets, ACLs, update sets, and instance upgrades.

Preferred Qualifications

• ServiceNow Certified Systems Administrator.
• ServiceNow Implementation Specialist (CMDB/Discovery).
• ITIL V3/V4 Foundation Certification.
• Strong communication and presentation skills.