Software Engineer - ITOM (Servicenow)

Sutherland is seeking a reliable and technical person to join us as ServiceNow-focused ITOM Engineer (CMDB & Service Mapping) who will play a key role in driving our continued product growth and innovation. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!!

We are seeking experienced ServiceNow-focused ITOM Engineer (CMDB & Service Mapping) to join our team as dedicated offshore consultants. These individuals will primarily work in ITSM, CMDB, and other ServiceNow Mappings.

Reporting Structure:

This role is part of the ServiceNow support team within Information & Technology's ITO team, and will work in close cooperation with, and under the guidance of, the Principal ServiceNow Architect, who is a member of the Enterprise Architecture, AI, and Emerging Technologies team.

Key Responsibilities:

CMDB (Configuration Management Database) Management

• Design, implement, and maintain the CMDB to ensure accurate and up-to-date configuration item (CI) records.
• Define and enforce data standards, naming conventions, and CI class structures.
• Develop and manage discovery schedules to maintain synchronization between the CMDB and IT infrastructure.
• Ensure data integrity and accuracy by performing regular audits, reconciliations, and dependency checks.
• Collaborate with IT teams to onboard new CI classes and data sources.
• Automate CI updates and integrations with other ITSM/ITOM processes (e.g., Incident, Change, Problem Management).

Service Mapping

• Build and maintain service maps to visualize dependencies between applications, servers, and network components.
• Work with application owners and infrastructure teams to identify critical business services and map their components.
• Use discovery tools (e.g., ServiceNow Discovery, Service Mapping) to identify relationships and dependencies automatically.
• Validate and refine service maps to ensure accuracy and support impact analysis for incidents and changes.
• Enhance visibility into IT services to support proactive monitoring and root-cause analysis.

Process & Integration Support

• Integrate CMDB and service mapping data with monitoring tools, automation platforms, and ITSM modules.
• Support automation of workflows for incident correlation, change impact assessment, and asset lifecycle management.
• Collaborate with ITSM and ITAM teams to align CMDB with business processes.

Governance & Continuous Improvement

• Develop CMDB governance policies, procedures, and best practices.
• Provide training and guidance to stakeholders on CMDB usage and data management.
• Continuously improve discovery and mapping accuracy through regular tuning and optimization.
• Stay updated with ITOM best practices and ServiceNow platform enhancements.

Required Qualifications:

• Minimum 3 years of hands-on experience in ServiceNow development and administration, with at least 3 years in ITOM Engineer (CMDB & Service Mapping)
• Strong understanding of ServiceNow architecture, scripting (JavaScript), and integration methods (REST, SOAP).
• Experience with ServiceNow Studio, Flow Designer, and Scoped Applications.
• Excellent communication and collaboration skills.

Preferred Qualifications:

• ServiceNow certifications such as:
•   - Certified System Administrator (CSA)
•   - Certified Implementation Specialist – ITSM
•   - Certified Application Developer
• Experience with Agile/Scrum methodologies.
• Exposure to other ServiceNow modules like ITSM, CMDB, and GRC.

Work Environment:

• Offshore-based role with remote collaboration across global teams. Must be available during overlapping hours with U.S. Eastern Time Zone for meetings and coordination.
• Experience with Agile project management methodologies.
• Proven ability to effectively deliver results as required.
• Ability to effectively operate in a team.
• Strong oral and written communications skills.
• Ability to operate independently under pressure.
• Strong professional verbal and written communication skills.
• Ability to work with little supervision and within changing priorities.
• Ability to analyze requirements and troubleshoot problems.
• Strong business acumen and deep understanding of business processes
• Strong presentation, and conflict management skills
• Experience mentoring and reviewing the work of functional team members.
• Ability to work in a matrix team environment with both internal and 3rd party development teams (onshore / offshore).

• Bachelor’s degree in Computer Science, Engineering, Mathematics, Statistics, Data Science, Science, Business discipline, or a related field.
• Hybrid work model: In-office on Monday, Wednesday, and Friday.
• Working Time: India 2nd Shift till 11:30 PM IST / 2:00 AM EST or 12:30 AM IST / 3:00 AM EST
• Work Location: Hyderabad, Chennai & Pune