ServiceNow Consultant, ITOM – Senior/Specialist
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Job Description
Senior ITOM Specialist developing and maintaining a scalable CMDB aligned with CSDM framework, implementing data governance practices and managing ServiceNow applications.
Responsibilities:
- Develop and maintain a scalable CMDB aligned with the CSDM framework;
- Define governance policies and Configuration Item (CI) structures;
- Implement data governance practices ensuring integrity, quality, and compliance;
- Create strategic roadmaps for CMDB evolution;
- Configure and manage ServiceNow Discovery for automatic asset discovery;
- Manage deployments and configurations of MID Servers;
- Develop custom discovery patterns using NDL;
- Integrate ServiceNow with cloud platforms via APIs;
- Administer and configure ITOM applications such as Event Management, Orchestration, and Service Mapping;
- Implement monitoring policies and automated remediation workflows;
- Create event correlation rules and alert suppression policies;
- Develop and maintain ITOM operational dashboards and reports;
- Manage IRE (Identification and Reconciliation Engine) rules;
- Administer integrations with authoritative data sources;
- Conduct data quality audits and CMDB remediation;
- Monitor CMDB health indicators and discovery coverage;
- Implement data validation and transformation procedures;
- Execute end-to-end Service Mapping projects for applications and services;
- Configure information collection for Business Services;
- Validate mapping accuracy and correct inconsistencies;
- Produce technical documentation related to mapped services;
- Perform root cause analysis on complex infrastructure issues;
- Support performance optimization and capacity planning initiatives;
- Coordinate activities across multidisciplinary teams;
- Deliver training and support change management initiatives;
- Prepare process documentation and share technical knowledge;
- Implement governance frameworks for ITOM environments;
- Ensure compliance with security requirements and corporate regulations;
- Apply data governance policies and platform best practices;
- Other routine duties within the area.
Requirements:
- Strong experience on the ServiceNow platform;
- Experience with ServiceNow ITOM modules;
- Advanced knowledge of Discovery, Service Mapping, and Event Management;
- Experience administering and developing ITOM applications;
- Knowledge of Data Certification;
- Knowledge of vulnerability management and security scanning tools;
- Experience developing and consuming REST and SOAP APIs;
- Proficiency in JavaScript for platform customizations;
- Knowledge of Jelly and AngularJS;
- Experience with Flow Designer, Orchestration, and IntegrationHub;
- Knowledge of CMDB and CSDM;
- Experience with IRE (Identification and Reconciliation Engine);
- Knowledge of IT infrastructure, network components, and network protocols;
- Experience with Windows, Linux, and Unix operating systems;
- Knowledge of cloud platforms such as AWS, Azure, or GCP;
- Knowledge of virtualization using VMware and Hyper-V;
- Familiarity with ITSM processes and the ITIL framework;
- Experience in technical documentation and knowledge sharing;
- Required: Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field.
- Preferred: ServiceNow CMDB certification;
- ServiceNow CSDM certification;
- ServiceNow Certified System Administrator (CSA);
- ServiceNow Certified Application Developer (CAD);
- ServiceNow Certified Implementation Specialist (CIS);
- Advanced experience in enterprise data governance;
- Experience with event automation and automated remediation;
- Experience in complex CMDB and ITOM transformation projects;
- Experience defining strategies and roadmaps for ServiceNow platform evolution.
Benefits:
- National medical coverage for employees and dependents through Bradesco or Unimed;
- Nationwide dental coverage;
- Meal Allowance or Food Voucher (employee's choice);
- Childcare assistance;
- Life insurance for employees and dependents;
- Gympass for employees and dependents;
- EAP (Employee Assistance Program) offering: Financial Assistance, Legal Assistance, Social Assistance, Psychological Assistance (24/7);
- Discounts and special rates with universities (Mackenzie, SENAC, FIA, FIAP, and BBS Business School) and language schools (CNA, Cultura Inglesa, Wizard, CCAA, Indeed);
- Discounts on fee packages and special banking rates with Itaú and Bradesco;
- Option for payroll-deductible loans (repayment directly deducted from salary);
- Reimbursement program for certain external certifications;
- Training: The company provides training and development platforms online and in-person across soft skills, technologies, and domains covering over 15,000 topics;
- Long-service awards: the company recognizes employees for commitment and loyalty at 3, 5, and 10 years, and every 5 years thereafter;
- Employee referral bonus for successful hires;
- Fit4Life — a program encouraging physical exercise for employees with scheduled online functional training sessions;
- International experience: depending on your skills and business needs, you may be eligible for positions abroad (within and outside Latin America);
- And more.
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