ServiceNow Developer-ITOM (Service mapping)

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Job Title: ServiceNow Developer ITOM / CMDB

Role Summary

We are looking for a skilled ServiceNow Developer with strong experience in IT Operations Management (ITOM) and CMDB to design, develop, and enhance infrastructure and discovery solutions on the ServiceNow platform. The role requires hands-on development expertise, deep understanding of infrastructure environments, and service mapping.

Key Responsibilities

ServiceNow Development

• Develop, and configure ServiceNow ITOM modules including:

• Service Mapping

• Develop and customize Business Rules, Client Scripts, UI Policies, Script Includes, and Flow Designer workflows.

• Build and enhance integrations aligned with ITOM and infrastructure use cases.

• Configure and maintain CMDB structure, CI classes, relationships, reconciliation, and normalization rules.

• Implement ACLs, roles, and security configurations following least-privilege principles.

ITOM / CMDB Functional Responsibilities

• Ensure CMDB data accuracy, governance, reconciliation, and compliance.
• Enable service mapping for business services and application dependencies.
• Maintain CI lifecycle management and data certification processes.

Integrations & Automation

• Develop integrations using REST/SOAP APIs and Integration Hub.
• Integrate ServiceNow ITOM with monitoring tools, cloud platforms, and infrastructure systems.
• Automate infrastructure provisioning and operational workflows.

Collaboration & Support

• Work closely with Infrastructure, Cloud, Network, and Operations teams.
• Participate in architecture discussions and technical solution design.
• Provide production support, troubleshooting, and defect resolution.
• Support ITOM enhancements.

Required Skills & Qualifications

• 6+ years of hands-on ServiceNow development experience.
• Strong expertise in ServiceNow ITOM modules/ CMDB architecture.
• Proficient in JavaScript, Glide APIs, and ServiceNow scripting.
• Solid understanding of infrastructure environments (cloud/on-prem).
• Experience with Service Mapping.
• Strong analytical and problem-solving skills.
• Excellent communication and stakeholder management skills.

Good to Have

• ServiceNow Certifications (relevant certifications)

• Certified System Administrator (CSA)

• Certified Implementation Specialist – Discovery

• Certified Implementation Specialist – Service Mapping

• Certified Implementation Specialist – Event Management

• Experience in BFSI, Healthcare, or other regulated industries.

• Exposure to ITSM and integrations.

• Experience working in Agile / SAFe environments.

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation.

Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.