Process Agent - ServiceNow CMDB Specialist

APN Consulting, Inc. is a progressive IT staffing and services company offering innovative business solutions to improve client business outcomes. We focus on high impact technology solutions in ServiceNow, Fullstack, Cloud & Data, and AI / ML. Due to our globally expanding service offerings we are seeking top-talent to join our teams and grow with us.

Job Title: Process Agent – ServiceNow CMDB Specialist
Location: Hyderabad, India

Job Summary:
We are seeking a highly skilled Process Agent with extensive experience in CMDB Administration and ServiceNow/FreshService platform management. The ideal candidate should have hands-on expertise in ITSM practices, Discovery Management, Service Mapping, and deep technical proficiency in ServiceNow or FreshService environments.
This is an exciting opportunity to work in a client-facing role within an agile environment, providing end-to-end ServiceNow/FreshService solutions.Key Responsibilities:
CMDB Administration:

• Configure and maintain CMDB classes, attributes, and relationships to accurately represent the IT infrastructure.
• Manage the lifecycle of Configuration Items (CIs) including onboarding, maintenance, cleansing, and decommissioning.
• Implement and maintain Service Mapping and CMDB taxonomy standards.

Discovery and Event Management:

• Implement and manage Discovery solutions to automatically populate and maintain the CMDB.
• Configure and optimize Event Management, integrating third-party monitoring tools.

Platform Development and Customization:

• Design, develop, configure, and test solutions within ServiceNow/FreshService platforms.
• Customize ServiceNow modules (Incident, Problem, Change Management, and Service Request).
• Build custom forms, tables, workflows, and CMS portal solutions based on business requirements.

Service Management and Consulting:

• Deliver consulting services and technical best practices for ServiceNow/FreshService implementations.
• Participate in system configuration, workflow development, and customizations based on ITIL processes.
• Provide support during quality assurance testing and user acceptance testing (UAT).

Client Engagement:

• Collaborate with internal teams, clients, and vendors to deliver robust ITSM solutions.
• Organize and prioritize development efforts in alignment with business needs.
• Provide technical and functional expertise during consulting engagements.

Required Skills and Experience:

• Minimum 10 years of experience in ServiceNow/FreshService Administration and Development.
• Expertise in CMDB administration, Service Mapping, and Discovery Management.
• Strong knowledge of ITIL service management functions and processes.
• Solid understanding of IT Asset and Configuration Management.
• Experience in developing and customizing workflows, forms, and Service Request items.
• Deep knowledge of JavaScript, Web Services, and ServiceNow/FreshService APIs.
• Experience working with industry-standard ITSM tools (ServiceNow, Client, BMC, CA, IBM, etc.).
• Familiarity with Active Directory configuration and strong networking concepts (preferred).
• Excellent communication skills (written and verbal) and client-facing experience.
• Strong documentation and visualization skills using Microsoft Visio, Word, and PowerPoint.
• Practical experience working in agile development environments.

Certifications:

• ServiceNow/FreshService Certified Application Developer (preferred)
• ServiceNow/FreshService Certified Implementation Specialist (preferred)
• ServiceNow/FreshService Certified Administrator (preferred)
• ITIL v3 Foundation Certification (mandatory)
• Advanced ITIL certifications (a plus)

Desirable Technical Skills:

• Scripting in JavaScript and Web Services integration.
• Active Directory configuration and administration.
• Advanced understanding of IT Infrastructure and networking concepts.

We are committed to fostering a diverse, inclusive, and equitable workplace where individuals from all backgrounds feel valued and empowered to contribute their unique perspectives. We strongly encourage applications from candidates of all genders, races, ethnicities, abilities, and experiences to join our team and help us build a culture of belonging.