Tech Lead- ITOM

Responsibilities

• ● Gather, analyze, and document business and technical requirements for ServiceNow ITOM initiatives.
• ● Conduct workshops with infrastructure, cloud, network, application, and operations teams to understand current-state processes and challenges.
• ● Translate business requirements into functional and technical specifications for ITOM modules including Discovery, Service Mapping, Event Management, and CMDB.
• ● Define CMDB data model, CI classes, relationships, identification and reconciliation rules aligned with CSDM.
• ● Work with architects and technical teams to design scalable ITOM solutions and integration requirements.
• ● Analyze infrastructure, cloud, monitoring, and application landscapes to support Discovery and Service Mapping implementations.
• ● Facilitate integration requirements between ServiceNow and enterprise monitoring tools such as SolarWinds, Splunk, Dynatrace, CloudWatch, Azure Monitor, and others.
• ● Support Event Management and AIOps use cases by defining event correlation, alert management, and operational workflows.
• ● Develop user stories, process flows, use cases, acceptance criteria, and functional design documents.
• ● Coordinate UAT activities, defect management, solution validation, and stakeholder sign-off.
• ● Support data quality initiatives, CMDB governance, and continuous service improvement programs.