Offshore Senior ServiceNow ITOM Developer (Ongoing / Embedded Role)

Overview

We are seeking a highly skilled Offshore Senior ServiceNow ITOM Developer to support the ongoing expansion and optimization of ITOM capabilities following an initial implementation phase.

This role is responsible for executing service modeling, service mapping, event management enhancements, and automation initiatives. The ideal candidate is hands-on, detail-oriented, and experienced in scaling ITOM solutions in a production environment.

Key Responsibilities

• Build and maintain business and application services aligned to CSDM standards 
• Execute Service Mapping (top-down and pattern-based), including pattern tuning and troubleshooting 
• Configure and enhance Event Management, including: 
  • Event rules and correlation 
  • Alert enrichment and routing 
  • Incident creation policies 
• Continuously improve event quality and noise reduction through tuning and optimization 
• Ensure accurate CI relationships, bindings, and CMDB data integrity 
• Develop and maintain automation workflows related to incidents, events, and operational processes 
• Support integration and data flow from observability tools (e.g., Dynatrace, Splunk, etc.) 
• Create and maintain technical documentation, runbooks, and SOPs 
• Collaborate with architects and stakeholders to execute against a prioritized backlog and roadmap 

Ongoing Focus Areas

• Expand service coverage (~5–10 services per month) 
• Improve event correlation accuracy and reduce alert noise 
• Enhance operator workflows and incident response automation 
• Support gradual introduction and expansion of AIOps capabilities 
• Contribute to CMDB health and CSDM alignment efforts 

Required Qualifications

• 5+ years of ServiceNow development experience 
• Strong hands-on experience with: 
  • ServiceNow ITOM (Discovery, Service Mapping, Event Management) 
  • CMDB and CSDM data models 
  • Flow Designer, Business Rules, Script Includes, and integrations 
• Experience working with event-driven architectures and observability integrations 
• Strong troubleshooting skills across Service Mapping and Event Management 
• Ability to work independently in an offshore delivery model with minimal supervision 

Preferred Qualifications

• ServiceNow certifications (CSA, CIS-ITOM, CAD) 
• Experience with AIOps / ITOM Health 
• Familiarity with cloud platforms (AWS, Azure) 
• Experience working in Agile or continuous delivery environments 

Success Metrics

• Increase in % of services modeled and mapped over time 
• Improvement in event-to-CI/service binding accuracy 
• Reduction in alert noise and duplicate incidents 
• Improved MTTA / MTTR through workflow and event optimization 
• Consistent backlog delivery and feature completion 

Key Competencies

• Strong hands-on development and configuration skills 
• Attention to detail and data quality 
• Continuous improvement mindset 
• Ability to translate requirements into working solutions 
• Effective collaboration with distributed teams 

Work Model

• Offshore role with required overlap with US business hours 
• Long-term / ongoing engagement 
• Embedded within a cross-functional ITOM delivery team 

What Makes This Role Different

• Focus on execution and continuous value delivery, not just initial implementation 
• Direct ownership of platform improvements and operational outcomes 
• Opportunity to work across Service Mapping, Event Management, and AIOps evolution