• Design, develop, and implement ServiceNow ITOM solutions tailored to business needs • Configure and maintain Discovery workflows to ensure accurate and up-to-date asset data in the CMDB • Develop and manage event management rules and correlation policies to reduce noise and improve incident response • Build and support integrations between ServiceNow ITOM and external systems using REST/SOAP APIs and other integration tools • Troubleshoot and resolve technical issues across ITOM modules in production and non-production environments • Collaborate with cross-functional teams to gather requirements and deliver scalable, maintainable solutions • Document technical designs, configurations, and system behavior for knowledge transfer and future enhancements

• Design, develop, and maintain the CMDB data model to support evolving business and IT service requirements • Implement and manage ServiceNow Discovery and Service Mapping to automatically identify and populate CIs • Develop and maintain Business Rules, Script Includes, Workflows, and Flow Designer processes to enforce data integrity and automate CMDB operations • Ensure consistent data governance, compliance, and accuracy across the CMDB through regular audits and validation processes • Collaborate with IT teams to onboard new services, define CI hierarchies, and establish accurate CI relationships • Troubleshoot and resolve CMDB, Discovery, and integration-related issues in a timely and effective manner • Support audit requirements and reporting by delivering accurate, up-to-date configuration data

• Perform advanced administration and ongoing evolution of the ServiceNow platform; • Provide technical leadership for squads and strategic initiatives; • Implement and optimize ITIL processes (ITSM, ITOM, ITAM, SecOps); • Work with Discovery and Service Mapping; • Ensure efficient management of SLAs, indicators, and continuous improvement; • Develop integrations between platforms and systemic architectures; • Align technical solutions with business strategy and translate business requirements into technological solutions; • Communicate with technical and executive stakeholders; • Operate in a high-criticality, high-complexity corporate environment; • Contribute to platform evolution with a product-oriented vision; • Work with Virtual Agent / Live Agent;

• Perform advanced troubleshooting and root cause analysis on ServiceNow platform issues. • Troubleshoot and resolve issues related to ITSM, HAM, integrations, portal and other ServiceNow modules(optional). • Support and maintain ServiceNow modules. • Collaborate with stakeholders &end users to understand requirements and deliver effective ServiceNow solutions. • Ensure adherence to best practices in ServiceNow development and configuration. • Document technical solutions, workflows, and issue resolutions.