ServiceNow ITOM Specialist

Infosys

1d

About The Position

The ServiceNow ITOM Specialist is hired in the assigned job role of Infrastructure Consultant 2 within Infosys Financial Services. The role supports digital transformation for financial institutions through IT infrastructure assessment, design, deployment, maintenance, performance optimization, security, and process automation. It involves hands-on implementation and troubleshooting of ServiceNow ITOM capabilities, including Discovery, Service Mapping, Event Management, and Orchestration, as well as the design and implementation of CMDB and the CSDM framework. The position also integrates and discovers AWS, Azure, and GCP resources in the ServiceNow CMDB and uses Python and AI-assisted development tools for automation and tooling.

The specialist collaborates with client and internal teams to resolve complex incidents, assess infrastructure maturity, develop scalable solutions and technical documentation, coordinate deployments and upgrades, analyze performance, support capacity planning, and help maintain security and continuity. The role also works with onsite, offshore, and vendor teams and contributes to a centralized repository of technical and procedural knowledge.

The position requires a bachelor’s degree or foreign equivalent from an accredited institution, or three years of progressive specialty experience in lieu of each year of education. It may require relocation and/or travel to the work or project location. Applicants must be authorized to work in the United States without employer-based visa sponsorship; Infosys cannot provide immigration sponsorship for this role now or in the future.

Requirements

• Hands-on implementation and troubleshooting experience with ServiceNow Discovery, MID Server configuration, Discovery Patterns and Sensors, the Identification and Reconciliation Engine (IRE), CMDB, and CSDM.
• Experience and specialization in designing and hands-on implementation of ServiceNow ITOM, including Discovery, Service Mapping, Event Management, and Orchestration, with a deep understanding of IT infrastructure.
• Experience designing and implementing the CSDM framework and CMDB.
• Experience integrating, discovering, and managing AWS, Azure, and GCP cloud resources within the ServiceNow CMDB.
• Python scripting for automation and tooling.
• General knowledge of cloud infrastructure concepts and networking.
• Experience with AI-assisted development tools such as GitHub Copilot, ServiceNow AI tools, or GenAI coding assistants.
• Bachelor’s degree or foreign equivalent from an accredited institution; alternatively, three years of progressive experience in the specialty may substitute for each year of education.
• Authorization to work in the United States for any employer without employer-based visa sponsorship.

Nice To Haves

• ITOM developer experience in one or more application areas, such as Service Mapping, SAM, Event Management, or Orchestration.
• Intermediate Windows and Unix administration skills, including PowerShell and Bash scripting and configuration-file interpretation or parsing.
• ServiceNow Certified Implementation Specialist (CIS) certification in any ITOM application; strongly desired.
• Integration experience with SOAP, REST, JSON, JDBC, and file imports.
• ServiceNow instance administration experience, including users, groups, roles, ACLs, business rules, workflows, UI actions, UI policies, and dictionary management.
• Extensive AWS expertise.
• Experience with enterprise-scale ServiceNow deployments.

Responsibilities

• Collaborate with internal and client teams to resolve complex incidents, conduct root cause analyses, and document findings with preventive recommendations.
• Evaluate client IT infrastructure, prepare actionable assessment reports, and support due diligence documenting infrastructure maturity and improvement opportunities.
• Contribute to scalable, cost-effective IT infrastructure designs, review reusable components, and develop technical documentation for deployed systems.
• Align release schedules and environment readiness, execute deployments according to protocols, perform post-deployment testing, and manage version control.
• Coordinate maintenance schedules, emergency fixes, and technology upgrades while supporting uninterrupted integration with existing systems and processes.
• Analyze performance data across systems, coordinate insights about system behavior, and support capacity planning to optimize performance.
• Conduct security checks, recovery drills, and compliance audits; implement security measures and coordinate continuity plans to maintain adherence to standards.
• Gather feedback, identify automation opportunities, analyze infrastructure processes, and propose efficiency improvements.
• Liaise with onsite, offshore, and vendor teams to document project requirements and support effective collaboration.
• Develop a centralized repository of technical and procedural knowledge, using insights from other projects to drive efficiency and retain organizational expertise.
• Implement and troubleshoot ServiceNow ITOM capabilities, including Discovery, Service Mapping, Event Management, and Orchestration.
• Design and implement the CSDM framework and CMDB, including cloud-resource integration and discovery.

Benefits

• Medical, dental, vision, and life insurance.
• Long-term and short-term disability coverage.
• Health and dependent care reimbursement accounts.
• Accident, critical illness, hospital indemnity, and legal insurance.
• 401(k) plan and contributions dependent on salary level.
• Paid holidays and paid time off.
• Competitive pay.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level