Role: ServiceNow ITOM Support Specialist
Location: London (Hybrid)
Job Summary
We are seeking an experienced ServiceNow ITOM professional to provide BAU/production support for IT Operations Management capabilities. The candidate will support Discovery, CMDB, Service Mapping, Event Management, and related ITOM functionality while working closely with infrastructure and operations teams.
Key Responsibilities
Provide L2/L3 BAU support for ServiceNow ITOM.
Support ServiceNow Discovery and troubleshoot discovery failures.
Monitor and maintain CMDB health and data quality.
Troubleshoot Configuration Item (CI) identification and reconciliation issues.
Support Service Mapping and troubleshoot mapping-related issues.
Support Event Management and event-processing configurations.
Troubleshoot alerts, events, monitoring integrations, and event rules.
Support integrations with monitoring and infrastructure-management tools.
Analyze and resolve duplicate or incorrect CIs.
Support CMDB data reconciliation and normalization.
Monitor Discovery schedules, credentials, probes, patterns, and MID Servers.
Troubleshoot MID Server connectivity and operational issues.
Support ITOM-related workflows, automation, and integrations.
Perform root-cause analysis and resolve recurring production issues.
Work with infrastructure teams to resolve operational incidents.
Maintain technical documentation and support procedures.
Participate in ServiceNow upgrades, testing, and release activities.
Required Skills
Strong hands-on ServiceNow ITOM experience.
Experience with ServiceNow Discovery.
Strong understanding of CMDB and CI relationships.
Experience with Service Mapping.
Knowledge of Event Management.
Experience with MID Servers.
Understanding of Discovery patterns, credentials, schedules, and probes.
Experience troubleshooting monitoring-tool integrations.
Knowledge of CMDB Health, data quality, identification, and reconciliation.
Understanding of CSDM concepts.
Strong troubleshooting and analytical skills.
Good knowledge of ServiceNow administration and configuration.
Good Cross-functional collaboration, team coordination, Stakeholder management and client communication.
Experience
4–7+ years of ServiceNow experience, with 2+ years of relevant ITOM/CMDB/Discovery experience preferred.
Preferred Certifications
ServiceNow Certified System Administrator.
ServiceNow CIS – Discovery.
ServiceNow CIS – Event Management.
ServiceNow CIS – Service Mapping.
ITIL 4/5 Foundation.
About Cognizant
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, bridging the gap between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, drive tangible outcomes and keep global enterprises ahead in a fast-changing world. See how at cognizant.ai or @cognizant.
Additional employment information
Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.
Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, provincial or local laws.
