ServiceNow ITOM Expert

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

We are seeking a ServiceNow ITOM Expert with public cloud and Infrastructure Operations experience to join our SRE ( Site Reliability Engineering) Team based in Dublin. This role will primarily focus on designing, configuring, and implementing ITOM solutions on the ServiceNow platform (Discovery, Service Mapping, Event Management, CMDB, Cloud Provisioning & Governance), while also contributing to reliability engineering practices such as automation, monitoring, and incident management. You will be part of the SRE Team responsible for managing and resolving the most challenging issues for the ServiceNow SRE team, focusing on instance performance, reliability, and availability. This is a swing shift role (4 days a week) and the candidate must be located within the Republic of Ireland.  

What you get to do in this role: 

• Lead end-to-end design, configuration, and deployment of ServiceNow ITOM modules: Discovery, Service Mapping, Event Management, Orchestration, CMDB.
• Implement Cloud Provisioning & Governance capabilities for automated resource provisioning, lifecycle management, and compliance across AWS, Azure, and GCP.
• Configure MID Servers, develop custom patterns, probes, sensors, and integrate ServiceNow with monitoring tools (SolarWinds, Dynatrace, Splunk, etc.).
• Maintain CMDB integrity, enforce governance policies, and align with Common Service Data Model (CSDM).
• Design dashboards, event correlation rules, and operational reports for actionable insights.
• Conduct workshops, gather requirements, and translate business needs into scalable ITOM solutions.
• Mentor junior team members and provide technical guidance on best practices.
• Provide relief and sustainable resolution to issues within our infrastructure. 
• Conduct root cause analysis of incidents and implement preventive measures. 
• Participate in troubleshooting bridges and provide support during critical incidents. 
• Use your experience in software development, systems engineering, and networking to proactively prevent repeatable issues. 
• Drive initiatives with partner teams to improve the reliability and performance of the infrastructure through improved system design. 
• Innovate and continuously improve system reliability, performance, and capacity.

• 8+ years of experience in implementing ITOM and in SRE/Infra Ops roles.
• Servicenow Certifications in ITOM Event Manager, Discovery or other products.
• Proven expertise in ServiceNow ITOM modules: Discovery, Service Mapping, Event Management, CMDB.
• Strong knowledge of Cloud Provisioning & Governance within ServiceNow and multi-cloud environments (AWS, Azure, GCP).
• Proficiency in scripting (JavaScript, Python, Flow Designer) and API integrations (REST/SOAP)
• Familiarity with monitoring tools (Splunk, Prometheus, Grafana) and Kubernetes orchestration.

• ServiceNow certifications: System Administrator, CIS-EM, CIS-DISC; Cloud Provisioning certification preferred.

• Excellent communication, stakeholder engagement, and documentation skills.

Other Skills
• Cloud Certifications - AWS, Azure, or GCP.
• Exposure to AI-driven ServiceNow modules (Site Reliability Management, Agentic AI, LEAP).
• Knowledge of ITIL processes and Agile methodologies.

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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