Job Description
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Gather, analyze, and document business and technical requirements for ServiceNow ITOM initiatives.
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Conduct workshops with infrastructure, cloud, network, application, and operations teams to understand current-state processes and challenges.
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Translate business requirements into functional and technical specifications for ITOM modules including Discovery, Service Mapping, Event Management, and CMDB.
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Define CMDB data model, CI classes, relationships, identification and reconciliation rules aligned with CSDM.
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Work with architects and technical teams to design scalable ITOM solutions and integration requirements.
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Analyze infrastructure, cloud, monitoring, and application landscapes to support Discovery and Service Mapping implementations.
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Facilitate integration requirements between ServiceNow and enterprise monitoring tools such as SolarWinds, Splunk, Dynatrace, CloudWatch, Azure Monitor, and others.
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Support Event Management and AIOps use cases by defining event correlation, alert management, and operational workflows.
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Develop user stories, process flows, use cases, acceptance criteria, and functional design documents.
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Coordinate UAT activities, defect management, solution validation, and stakeholder sign-off.
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Support data quality initiatives, CMDB governance, and continuous service improvement programs.
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📌 Tech Lead- Itom (Victoria)
🏢 Xpt Software Australia
📍 Victoria