Location: Melbourne
No of Positions: 1
ServiceNow ITOM Developer – Discovery & Service Mapping (CSA & CAD Mandatory) About the Role
We are looking for an experienced ServiceNow ITOM Developer with strong hands‐on expertise in Discovery, Event Management, and Service Mapping. This role focuses on building and optimizing service visibility, CMDB accuracy, and ITOM best practices for business‐critical services in enterprise environments.
Key Responsibilities
* Design, develop, and implement ServiceNow Service Mapping solutions for business‐critical services
* Configure and optimize Discovery, Event Management, and Service Mapping
* Identify business services and applications and create end‐to‐end service maps
* Integrate Discovery and Service Mapping with CMDB to ensure data accuracy and completeness
* Troubleshoot Service Mapping issues and optimize patterns, probes, and sensors
* Customize and develop new patterns, probes, and sensors as required
* Ensure Service Mapping data supports Incident, Change, Problem, and Event Management processes
* Collaborate with platform, infrastructure, and application teams to align ITOM solutions with business needs
* Provide guidance on ITOM best practices, including CMDB Health and CSDM alignment
* Handle escalations and participate in escalation calls with a solution‐oriented approach
* Communicate effectively with client and internal stakeholders
Required Experience & Skills
* 8+ years of ServiceNow experience with 10+ years total IT experience
* 5+ years of hands‐on ServiceNow ITOM experience, specifically:
* Discovery
* Event Management
* Service Mapping
* Strong understanding of ServiceNow Discovery, CMDB, MID Servers, and integrations
* Hands‐on experience with patterns, probes, and sensors
* Solid knowledge of CSDM (Common Service Data Model) and service taxonomy
* Working knowledge of network protocols (HTTP, SNMP, SSH, WMI) and infrastructure components
* Exposure to Agile and DevOps environments
* Experience with enterprise monitoring tools such as SolarWinds, AppDynamics, Dynatrace, or Splunk
Certifications
* ServiceNow CSA & CAD – Mandatory
* ServiceNow Certified Implementation Specialist – ITOM / Discovery / Service Mapping (Preferred)
Equality & Opportunity for All
Representing 165 nationalities across the globe, we pride ourselves on being an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, Aboriginal and Torres Strait Islander people or any other protected classification, in accordance with federal, state, and/or local law.
Candidate Data Privacy Notice
We are committed to respecting your privacy and for the protection of your personal data. Your personal data will be collected and processed in line with our candidate privacy notice: https://www.hcltech.com/candidate-privacy-notice. This privacy notice will help you to understand what personal data we collect about you, how we use this personal data, and what rights you have regarding your personal data. By replying to this email or submitting any personal data to HCLTech, you acknowledge that you have read and understood the candidate privacy notice and have provided your consent to the processing of your data for recruitment purposes as described in the privacy notice.
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