ServiceNow ITOM SME

Cambridge, Massachusetts

  ServiceNow - Architect


Alldus are looking to speak with ServiceNow ITOM SME who are available for a 6-month contract engagement.


Key Responsibilities:


  1. Subject Matter Expertise: Act as the primary expert on ServiceNow ITOM modules including Discovery, Service Mapping, Event Management, and Cloud Management. Stay updated with the latest features, functionalities, and best practices within the ITOM domain.
  2. Requirement Gathering and Analysis: Collaborate with stakeholders, including IT operations teams, to understand business requirements and translate them into technical specifications for configuring and customizing ServiceNow ITOM solutions.
  3. Solution Design and Configuration: Design, configure, and customize ServiceNow ITOM modules to meet the specific needs of the organization. Develop workflows, automation scripts, and integrations to streamline IT operations processes.
  4. Implementation and Deployment: Lead the implementation and deployment of ServiceNow ITOM solutions, ensuring adherence to project timelines, quality standards, and best practices. Provide guidance and support to the implementation team throughout the deployment phase.
  5. Integration and Orchestration: Integrate ServiceNow ITOM modules with other ITSM and ITOM tools to create a unified IT operations platform. Design and implement orchestration workflows to automate cross-functional processes and tasks.
  6. Performance Monitoring and Optimization: Monitor the performance of ServiceNow ITOM solutions and identify opportunities for optimization and improvement. Implement enhancements and optimizations to maximize the efficiency and effectiveness of IT operations processes.
  7. Training and Knowledge Sharing: Provide training and knowledge sharing sessions to IT operations teams and end-users on ServiceNow ITOM functionalities, best practices, and usage guidelines. Act as a mentor and coach to junior team members.
  8. Documentation and Reporting: Create and maintain technical documentation, including design documents, configuration guides, and standard operating procedures (SOPs). Generate reports and dashboards to track key performance indicators (KPIs) and measure the impact of ServiceNow ITOM solutions.




  • Bachelor's degree in Computer Science, Information Technology, or a related field.
  • ServiceNow Certified Implementation Specialist (CIS) – ITOM certification preferred.
  • Minimum of 5 years of experience in ServiceNow ITOM implementation and administration.
  • Strong understanding of IT operations processes and best practices.
  • Proficiency in JavaScript, XML, HTML, and CSS for ServiceNow customization and scripting.
  • Experience with integration technologies such as REST, SOAP, and MID Server.
  • Excellent communication and interpersonal skills with the ability to collaborate effectively with cross-functional teams.
  • Strong analytical and problem-solving skills with a keen attention to detail.
  • Proven ability to manage multiple projects simultaneously and prioritize tasks effectively.