Technical Consultant-ITOM

Astrica•Austin, TX

3d•Remote

About The Position

Astrica ServiceNow Technical Consultants bring their understanding of system and software architecture to implement solutions on the ServiceNow platform for our customers. They lead and prescribe clients to best practice and collaborate with team members to achieve project goals. Their ServiceNow skills are kept on the bleeding-edge, they innovate IP on the platform, and serve as technical subject matter experts to clients and teammates.

Requirements

5+ years of ServiceNow platform experience with deep expertise in ITOM suite modules including Discovery, Service Mapping, Event Management, Orchestration, and Cloud Management.
5+ years of related client-facing professional consulting experience, with proven track record implementing and optimizing CMDB and ITOM solutions for enterprise clients.
Extensive CMDB expertise including CSDM (Common Service Data Model) framework implementation, CI relationship mapping, data governance strategies, and maintaining CMDB data quality and accuracy.
Strong Discovery and Service Mapping experience with ability to create and customize discovery patterns, configure MID Servers, establish service entry points, and map complex IT infrastructure dependencies.
Event Management implementation skills including integration of monitoring tools (SolarWinds, Dynatrace, Splunk, AppDynamics), event correlation rule configuration, alert management, and noise reduction strategies.
Demonstrated experience with Agile methodology in ITOM contexts, leading discovery scheduling sprints, service mapping iterations, and orchestration workflow development in virtual environments.
Technical proficiency in JavaScript for pattern development, REST/SOAP APIs for monitoring tool integrations, and experience with MID Server architecture, deployment, and clustering for high availability.
Ability to lead CMDB health assessments, conduct CSDM maturity workshops, and guide customers through the Foundation, Crawl, Walk, Run phases of CSDM adoption.
Experience with cloud infrastructure management across AWS, Azure, and GCP environments, including cloud discovery, cost optimization, and multi-cloud governance.
A passion for operational excellence, implementing AIOps capabilities, predictive analytics, and driving automation to reduce MTTR and prevent service outages.

Nice To Haves

ITOM-specific certifications: CIS Discovery, CIS Service Mapping, CIS Event Management, plus Micro-Certification in CMDB Health or CSDM Implementation.
Advanced ITOM capabilities: Experience with Operational Intelligence, Health Log Analytics (HLA), Service Graph Connectors, and Infrastructure & Cloud Automation.
Integration expertise with enterprise monitoring platforms (Nagios, Zabbix, New Relic, Datadog, SCOM) and ITSM tools through Integration Hub and Flow Designer.
Pattern development skills including custom discovery patterns, horizontal discovery implementation, and application dependency mapping for complex enterprise architectures.
ITIL v4 certification with practical experience applying ITIL principles to Configuration Management, Event Management, and Service Continuity Management processes.
Experience with IT asset lifecycle management, including HAM Pro/SAM Pro integration with CMDB for comprehensive asset visibility and software compliance.
Container and Kubernetes discovery experience, including implementation of Container Visibility and Kubernetes Visibility solutions.
Scripting proficiency in Python, PowerShell, or Perl for MID Server extensions and custom probe development.
Multiple ITOM certifications across the suite: CIS in ITOM Visibility, Cloud Management, and at least 2 additional areas (ITSM, HRSD, CSM, ITAM, or ITBM).

Responsibilities

Participate in all technical aspects of delivering complex customer solutions on the ServiceNow platform, advising clients on best practice to create lasting value and enhanced experiences.
Contribute on multiple Agile engagements, utilizing the Astrica methodology and tools to enhance project efficiency and quality.
Define technical and design approaches, lead scrums, and advise technical consulting resources on development and configuration activities.
Estimate time and effort for technical resources and proactively communicate progress and forecast changes to the Engagement Manager.
Own the technical quality on customer projects, participate in code reviews, and oversee Go-Live planning efforts.
Assist with discovery workshops and collaborate closely with Business Process Consultants to define customer requirements.
Participate in internal knowledge sharing, coaching, and collaboration activities and initiatives.