LEAD ADMINISTRATOR L1(CONTRACT)

ServiceNow Developer – ITSM & ITOM (Discovery, CMDB, Service Mapping)

We are seeking a highly skilled ServiceNow Developer with strong expertise in ITSM and ITOM modules including Discovery, CMDB, and Service Mapping.

The role involves designing and implementing end-to-end service management and operations solutions, ensuring visibility, reliability, and automation across enterprise IT infrastructure.

The candidate will play a key role in CMDB governance, service mapping, and integration of monitoring tools for proactive operations.

Design and develop ITSM modules (Incident, Problem, Change, Request, Service Catalog)

Implement and manage ITOM modules including Discovery, CMDB, and Service Mapping

Configure and maintain Discovery schedules, probes, sensors, and patterns

Develop and maintain CMDB data model, relationships, and governance policies

Implement Service Mapping (top-down and tag-based approaches)

Integrate monitoring/event tools with ServiceNow (Event Management)

Develop automation using Flow Designer and IntegrationHub

Customize workflows, UI policies, and business rules

Perform data reconciliation and CMDB health improvements

Support testing, upgrades, and production issues

Collaborate with architects, stakeholders, and infrastructure teams

Strong experience in ITSM development

Hands-on expertise in ITOM (Discovery, CMDB, Service Mapping)

Strong understanding of CMDB data model and CSDM framework

Experience in configuring probes, sensors, and discovery patterns

Proficiency in JavaScript, Glide APIs, Flow Designer

Experience with REST/SOAP integrations and MID Server

Knowledge of ITIL processes and service lifecycle

Experience with Event Management and AIOps

Exposure to cloud discovery (AWS, Azure, GCP)

Knowledge of Performance Analytics and dashboards

DevOps and CI/CD integration experience

Understanding of infrastructure monitoring tools (Dynatrace, SolarWinds, etc.)

ServiceNow Certified System Administrator (CSA) – Mandatory

Certified Implementation Specialist – ITSM – Preferred

Certified Implementation Specialist – ITOM – Mandatory

ServiceNow Certified Application Developer (CAD) – Good to have

Bachelor’s degree in Computer Science / IT or related field

5–8 years of ServiceNow development experience

Minimum 3+ years of ITOM (Discovery/CMDB/Service Mapping) experience

Strong understanding of enterprise IT infrastructure

Experience working in Agile environments

Strong analytical and troubleshooting skills

Excellent communication and stakeholder management

Ability to work in cross-functional teams

Proactive and solution-oriented mindset

Do

Provide adequate support in architecture planning, migration & installation for new projects in own tower (platform/dbase/ middleware/ backup)

Lead the structural/ architectural design of a platform/ middleware/ database/ back up etc. according to various system requirements to ensure a highly scalable and extensible solution

Conduct technology capacity planning by reviewing the current and future requirements

Utilize and leverage the new features of all underlying technologies to ensure smooth functioning of the installed databases and applications/ platforms, as applicable

Strategize & implement disaster recovery plans and create and implement backup and recovery plans

Manage the day-to-day operations of the tower

Manage day-to-day operations by troubleshooting any issues, conducting root cause analysis (RCA) and developing fixes to avoid similar issues.

Plan for and manage upgradations, migration, maintenance, backup, installation and configuration functions for own tower

Review the technical performance of own tower and deploy ways to improve efficiency, fine tune performance and reduce performance challenges

Develop shift roster for the team to ensure no disruption in the tower

Create and update SOPs, Data Responsibility Matrices, operations manuals, daily test plans, data architecture guidance etc.

Provide weekly status reports to the client leadership team, internal stakeholders on database activities w.r.t. progress, updates, status, and next steps

Leverage technology to develop Service Improvement Plan (SIP) through automation and other initiatives for higher efficiency and effectiveness

Team Management

Resourcing

Forecast talent requirements as per the current and future business needs

Hire adequate and right resources for the team

Train direct reportees to make right recruitment and selection decisions

Talent Management

Ensure 100% compliance to Wipro’s standards of adequate onboarding and training for team members to enhance capability & effectiveness

Build an internal talent pool of HiPos and ensure their career progression within the organization

Promote diversity in leadership positions

Performance Management

Set goals for direct reportees, conduct timely performance reviews and appraisals, and give constructive feedback to direct reports.

Ensure that organizational programs like Performance Nxt are well understood and that the team is taking the opportunities presented by such programs to their and their levels below

Employee Satisfaction and Engagement

Lead and drive engagement initiatives for the team

Track team satisfaction scores and identify initiatives to build engagement within the team

Proactively challenge the team with larger and enriching projects/ initiatives for the organization or team

Exercise employee recognition and appreciation

Deliver