ServiceNow ITOM Developer

Prudential is seeking a ServiceNow ITOM Developer to join their team in Bangalore. The successful candidate will be responsible for delivering and executing projects and initiatives within DPS – Enterprise Technology.

The role will work closely with the Sr. Manager – Process Management & Integration to enhance ServiceNow ITOM capabilities, including CMDB, Discovery, Service Mapping, and Event Management.

Key responsibilities:

• Implement and enhance ServiceNow ITOM modules, including Discovery, Service Mapping, CMDB, and CMDB Health.
• Configure and maintain MID Servers, credentials, and discovery schedules across on-prem, cloud, and hybrid environments.
• Design CMDB data models, CI classes, relationships, identification and reconciliation rules, and governance processes.
• Develop platform configurations and customizations using Business Rules, Script Includes, Client Scripts, UI Policies, and Flow Designer.
• Build and support integrations using REST/SOAP APIs, IntegrationHub, and custom spokes.
• Create dashboards and reports to track ITOM KPIs such as coverage, CI health, event reduction, and MTTR.
• Provide L2/L3 production support, perform root-cause analysis, and implement preventive fixes.
• Follow SDLC best practices, including Update Sets, source control, testing, and release/change management.
• Collaborate with architects, process owners, and platform teams to align ITOM solutions with enterprise roadmaps.
• Create technical documentation, runbooks, and knowledge articles.

Requirements:

• 6-9 years of ServiceNow development experience with a strong ITOM focus.
• Bachelor’s degree in Engineering, Computer Science, or a related discipline.
• Hands-on expertise in ServiceNow ITOM modules, including Discovery, Service Mapping, CMDB, and CMDB Health.
• Strong scripting skills in JavaScript and Glide APIs.
• Solid understanding of CMDB concepts, CI lifecycle, relationships, and data governance.
• Experience working with ServiceNow SDLC practices, including Update Sets, instance management, and release processes.
• Ability to troubleshoot complex issues and optimize existing implementations for performance and maintainability.
• Experience with MID Server configuration and troubleshooting.
• Understanding of ITIL processes, such as Incident, Problem, and Change Management.
• Experience integrating monitoring tools, such as Dynatrace, AppDynamics, SolarWinds, Splunk, or similar.
• Familiarity with ATF, ServiceNow release management, and instance management.
• Familiarity with ServiceNow best practices for upgrades and instance health.
• Experience in agile delivery environments and collaboration with cross-functional teams.
• ServiceNow certifications, such as CSA, CIS-Discovery, CIS-Service Mapping, CIS-Event Management, or CIS-ITOM.