*To apply, simply click the button below and email us your CV

Find out more about Fusion GBS here, and for more opportunities, take a look at our job listings page.

ServiceNow ITOM Consultant

About Fusion:

Fusion GBS is a global leader in service management. We support organizations in transforming their operations through data-driven insights, scalable digital solutions, and proven methodologies. With over 25 years of experience, we deliver measurable outcomes across industries and simplify complex 
challenges to accelerate digital change.

Job Description:

As a ServiceNow ITOM Consultant, you will play a pivotal role in proactively providing our clients with monitoring, management, and optimisation of IT infrastructure services. Your expertise and industry knowledge will be leveraged to ensure our clients receive cutting-edge solutions tailored to their unique needs. You will work closely with our team of experts, contributing to our mission of delivering exceptional service.

Responsibilities:

• Lead client workshops to gather requirements and translate them into scalable ITOM solutions.
• Design, develop, and implement ServiceNow ITOM solutions such as Discovery, Service Mapping, Event Management, Cloud Discovery and AIOps.
• Perform health checks and continuous improvement of existing ServiceNow ITOM implementations.
• Design and maintain CMDB architecture, including identification rules, reconciliation rules, and data governance.
• Configure MID Servers and troubleshoot connectivity issues.
• Develop and optimise Service Maps using both top-down and tag-based approaches.
• Configure, manage, and troubleshoot ServiceNow Discovery (patterns, probes, credentials, horizontal & vertical discovery), ensuring secure and reliable data collection
• Diagnose and resolve discovery issues using logs, ECC queue, and debugging tools, while building and maintaining accurate service maps for business-critical applications
• Configure and optimise Event Management (event rules, alert correlation, noise reduction, aggregation, and deduplication) to improve signal-to-noise ratio
• Integrate monitoring tools (e.g., SolarWinds, Dynatrace, AppDynamics) and enable Operational Intelligence/AIOps capabilities, including RCA workflows
• Work with third-party tools like SCCM, JAMF, Tanium, etc., for data ingestion
• Develop automation workflows to improve incident response and operational efficiency
• Collaborate with cross-functional teams to ensure application performance, infrastructure monitoring aligns with business requirements.
• Support pre-sales activities including solutioning, estimations, and client presentations
• Define and implement ITOM best practices, standards, and governance frameworks
• Ensure alignment of ITOM solutions with overall IT strategy and enterprise architecture
• Mentor junior team members and contribute to team capability building

Experience

• 7-9 years of experience in Service Assurance, IT Operations, or a related field.
• Minimum 3–5 years of hands-on experience in ServiceNow ITOM implementations

Knowledge

• Strong hands-on experience in Discovery, Service Mapping, CMDB and Event Management.
• Strong hands-on experience with MID Server setup and troubleshooting, IRE and Pattern-based discovery.
• Strong understanding of service modelling concepts and methodologies (ITIL Service Management a plus).
• Strong understanding of networking protocols, firewalls, Windows and Linux operating systems, and scripting.
• Experience with cloud platforms (AWS, Azure and GCP).
• Experience with scripting languages (e.g., Python, PowerShell) and APIs.
• Exposure to AIOps and automation tools

Skills

• Excellent problem-solving skills and the ability to work in a fast-paced environment.
• Strong communication skills and the ability to work collaboratively with cross-functional teams.
• A proactive mindset with strong ownership and accountability
• Ability to think from a business perspective, not just technical execution
• Strong collaboration and leadership qualities
• Continuous learner who stays updated with industry trends and innovations
• Someone who can bring practical ideas and drive real impact
• Ability to work independently and as part of a team.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field is preferred.
• ServiceNow Certified System Administrator (CSA) and ServiceNow Certified Implementation Specialist – ITOM (CIS-ITOM) certifications.

*To apply, simply click the button below and email us your CV

Find out more about Fusion GBS here, and for more opportunities, take a look at our job listings page.