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ServiceNow ITOM Support

00070127051

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.

Things to know before you apply

  • Work authorization: Cognizant will only consider applicants for this position who are legally authorized to work in Canada without requiring employer sponsorship, now or at any time in the future.
  • Accommodations: If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email [email protected] with your request and contact information.
  • AI in hiring: We use artificial intelligence (AI) tools to help us screen and assess applications more efficiently. Our team performs additional human review and ultimately decides who moves forward in our hiring process.
  • Open position: Unless otherwise stated, this job posting is for an open position on our team.
  • Language proficiency: We ask that all candidates have basic English proficiency for company-wide communications purposes. For roles based in Quebec, professional English proficiency is required, as you’ll deliver services to and collaborate with stakeholders outside the province who may not speak French.
  • Inclusion: 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.

Benefits that help you thrive and grow

Our benefits program is built with you in mind—so you can enjoy a fulfilling, balanced and healthy life.

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Financial wellbeing

We regularly review market data to ensure compensation reflects the value you bring. Your benefits extend beyond pay and may include financial education, a pension plan with matching contributions, etc.

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Physical and mental health

We empower you to prioritize your wellbeing through paid time off, flexible working where possible, healthcare plans, counselling, our Mental Health Allyship program and more. 

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Your career, your way

With 350,000+ roles at Cognizant, you’ll have opportunities explore new technologies, industries and locations—and build the skills you need to grow your career.

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Real-world impact

Think about the biggest brands you rely on. Chances are, they rely on us to help strengthen their business. Here, you’ll turn bold ideas into solutions that improve lives everywhere.

Your path to Cognizant

Here’s what you can expect from our hiring process. Please keep in mind that it may vary by role and location. Explore our FAQs to learn more.

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Step 1: Apply to the right opportunity

Find an open role that matches your skills and career goals and show us why you’re the person for the job. Don’t see the right opportunity? Consider joining our Talent Community.

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Step 2: Connect with your recruiter

If one of our recruiters sees a fit, they’ll set up a short intro call to learn more about you and how your experiences and skills match the role.

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Step 3: Show off your skills

If you and our team would like to continue the process, you’ll interview with our hiring team. Some roles may also require technical assessments and/or client interviews.

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Step 4: Decision time

Our team will then review each candidates’ potential to succeed in the role. This step may take some time because we want to find the right fit for both you and us—but you can count on us to keep you updated.

CAN Brigitte
Cognizant is great for those wanting to make the world a better place, as we create solutions with top technology partners to address complex problems for our clients.
Brigitte Roy Director of Strategy Alliances
CAN Rahul
I’m supported by motivational leaders who empower me to grow in my career through learning programs, industry conferences and internal job moves. I’m proud of the career progression I’m making here.
Rahul Sathe Principal Product Architect – Insurance
Can Amita
The moment I joined Cognizant, I felt like I belonged. I was heard and empowered to challenge ideas—and I still am to this day.
Dr. Amita Oppal Gill Service Line Sales Manager
1 (2)
Cognizant has one of the best learning ecosystems you can ask for. From sponsored certifications to training platforms to mentorship, we have all that we need to grow.
Debashish Mishra SAP MM Developer

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