ServiceNow ITOM Engineer (Discovery / CMDB / Service Mapping)

Position Summary

We are seeking a hands-on ServiceNow ITOM Engineer responsible for designing, implementing, and maintaining ServiceNow IT Operations Management (ITOM) capabilities including Discovery, CMDB, Service Mapping, Event Management, and integrations with observability platforms such as Datadog.

This role will focus on building and maintaining automated infrastructure discovery, ensuring CMDB data accuracy, supporting monitoring integrations, and improving service visibility across hybrid environments. The engineer will work closely with infrastructure, cloud, DevOps, and observability teams to ensure reliable configuration data and operational automation.

The ideal candidate is highly technical, comfortable troubleshooting discovery patterns, MID server issues, integrations, and CMDB data quality challenges.

Core Responsibilities

ServiceNow Discovery Implementation
Configure and maintain ServiceNow Discovery across enterprise environments.
Build and troubleshoot discovery schedules, probes, sensors, and patterns.
Maintain discovery credentials and credential affinity rules.
Support discovery of Windows, Linux, Unix, network devices, databases, storage systems, containers, and cloud infrastructure.

CMDB Engineering
Maintain CMDB data accuracy, completeness, and integrity.
Support CI lifecycle management including creation, reconciliation, and retirement.
Implement identification and reconciliation rules.
Assist with CMDB health dashboards and remediation of data quality issues.

Service Mapping
Build and maintain Service Mapping for businesscritical applications.
Map infrastructure dependencies including load balancers, web servers, application servers, and databases.
Troubleshoot mapping failures and refine patterns.

Event Management & Monitoring Integration
Integrate enterprise monitoring and observability platforms such as Datadog with ServiceNow ITOM Event Management.
Configure event ingestion, alert correlation, noise reduction, and automated incident creation in ServiceNow.
Build workflows to enrich alerts with CMDB data and service context.
Support bidirectional integrations between monitoring tools and ServiceNow for incident lifecycle automation.

MID Server Management
Deploy and maintain MID Servers for discovery and integrations.
Monitor MID Server health, capacity, and connectivity.
Troubleshoot firewall, credential, or connectivity issues affecting discovery.

Automation & Integration
Develop automation using Flow Designer and IntegrationHub.
Build REST/SOAP integrations between ServiceNow and platforms such as Datadog, infrastructure monitoring tools, and cloud APIs.
Implement automated remediation workflows triggered by monitoring alerts.

Platform Support & Continuous Improvement
Support ServiceNow upgrades and patching.
Improve discovery coverage and reduce manual CI management.
Document configurations, patterns, and operational procedures.

Required Qualifications

Bachelor s degree in Computer Science, Information Systems, or related field (or equivalent experience).
3 7+ years of hands-on ServiceNow platform experience.
Strong experience with ServiceNow Discovery and CMDB.
Hands-on experience integrating monitoring platforms such as Datadog with ServiceNow.
Experience configuring MID servers and troubleshooting discovery issues.
Experience with infrastructure technologies including Windows, Linux, networking, virtualization, and cloud.
Understanding of ITIL processes such as Incident, Change, and Configuration Management.

Preferred Qualifications

Experience implementing ServiceNow Service Mapping.
Experience with Event Management and alert correlation.
Experience with Datadog event/alert integrations with ServiceNow Incident Management.
Experience with cloud discovery (AWS, Azure, Google Cloud Platform).
Experience implementing Common Service Data Model (CSDM).
ServiceNow certifications:
- Certified System Administrator (CSA)
- Certified Implementation Specialist Discovery
- Certified Implementation Specialist ITOM

Technical Skills

ServiceNow Discovery (patterns, probes, sensors)
CMDB data modeling and governance
MID Server architecture
Service Mapping configuration
Event Management integration
Datadog monitoring and alert integrations
API integrations (REST/SOAP)
Infrastructure knowledge (servers, network devices, databases)
Cloud platforms (AWS, Azure, Google Cloud Platform)
Scripting (JavaScript within ServiceNow platform)

Key Success Metrics

Increased discovery coverage across infrastructure
Improved CMDB health score
Reduction in duplicate or orphaned CIs
Improved service mapping coverage
Faster incident response through monitoring-to-ServiceNow automation
Reduced alert noise through event correlation