- Gather, analyze, and document business and technical requirements for ServiceNow ITOM initiatives.
- Conduct workshops with infrastructure, cloud, network, application, and operations teams to understand current-state processes and challenges.
- Translate business requirements into functional and technical specifications for ITOM modules including Discovery, Service Mapping, Event Management, and CMDB.
- Define CMDB data model, CI classes, relationships, identification and reconciliation rules aligned with CSDM.
- Work with architects and technical teams to design scalable ITOM solutions and integration requirements.
- Analyze infrastructure, cloud, monitoring, and application landscapes to support Discovery and Service Mapping implementations.




- Facilitate integration requirements between ServiceNow and enterprise monitoring tools such as SolarWinds, Splunk, Dynatrace, CloudWatch, Azure Monitor, and others.
- Support Event Management and AIOps use cases by defining event correlation, alert management, and operational workflows.
- Develop user stories, process flows, use cases, acceptance criteria, and functional design documents.
- Coordinate UAT activities, defect management, solution validation, and stakeholder sign-off.
- Support data quality initiatives, CMDB governance, and continuous service improvement programs.

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📌 Tech Lead- ITOM (Melbourne)
🏢 XPT Software
📍 Melbourne