ITOM / CMDB Specialist for ServiceNow

Devoteam is looking for a ServiceNow specialist for the CMDB and IT Operations Management implementations. You will communicate with customers, based on understanding of the customer demand you will detail the technical requirements and validate them with the customer. You should have a strong background in infrastructure technologies and at minimum admin level of knowledge of server operating systems. Knowledge of monitoring, network and server automation tools, cloud environments like Azure, GCP, AWS is a plus. You are expected to understand the basics of Javascript, Powershell or others.

Your main duties will be:

Discovery of IT components data and storing them in CMDB

• Best practices for data population, identification and reconciliation
• Live discovery via ServiceNow tooling and 3rd party integrations

Network Operations & Troubleshooting:

• Take ownership of network connectivity troubleshooting, collaborating with network engineers, security teams or cloud providers.
• Discovery of network devices (routers, switches, firewalls, NAT, load balancers).
• Diagnose and resolve network protocol issues (HTTP, TCP, SOAP, REST, SSH, SNMP).

Security & Credential Management:

• Manage credentials, adhering to security best practices.
• Implement and troubleshoot SSL/PKI certificates for secure communication.

Infrastructure Discovery:

• Maintain a comprehensive understanding of IT infrastructure topology, including applications, servers, and networking components.
• Provide support for web and application servers discovery (WebSphere, MQ, IIS, Apache), load balancers, databases, and virtualization platforms (VMware).
• Take responsibility for discovery of all of the listed infrastructure.

Advanced Network Management & Troubleshooting:

• Take ownership of advanced network troubleshooting, including IP packet analysis and routing protocol diagnostics (CCNA level).
• Implement and manage subnetting and IP transit solutions.

ServiceNow Administration:

• Manage and configure ServiceNow instances, utilizing CSA-level knowledge.

Advanced Server Administration & Automation:

• Provide support for advanced server administration across diverse OS platforms, including domain structures, user permissions, group policy objects, and SUDO policies.
• Develop and maintain automation scripts using JavaScript, Unix Shell, Windows PowerShell, XML, JSON, and Regular Expressions (RegEx), osquery

Network Monitoring Integrations:

• Set-up and maintain integration to network monitoring tools (Dynatrace, SCOM, Netcool, Solarwinds, HPOM).

ITIL & Service Management:

• Implement and maintain ITIL CMDB models.
• Apply ITILv3/v4 Foundations principles to service management processes.
• Understand and support business applications within the ITIL framework.

Cloud Infrastructure Management:

• Manage and support cloud infrastructure on platforms such as Amazon EC2, Azure, and Google GCP.

Scripting and Automation:

• Create and maintain scripts to automate tasks.

Must have:

• Intermediate Windows and Unix administration skills
• Familiarity with network concepts (routers, switches, firewalls, NAT, load balancing)
• Ability to discuss credentials, install a product, troubleshoot permission issues, discuss and troubleshoot network connectivity with network engineers, security teams or cloud providers
• General knowledge of IT infrastructure topology including typical application, server, and networking configurations,  Web and Application Servers, Load Balancers, Databases, and Virtualisation (WebSphere, MQ, IIS, Apache, VMware)
• Understanding of DNS and IP configuration and protocols such as HTTP, TCP, SOAP, REST, SSH and SNMP
• Understanding of SSL / PKI

Good to have:

• ‘CCNA’ or equivalent level of networking knowledge to include routing protocols, TCP/UDP transmission, IP transit diagnosis, sub-netting and implement advanced troubleshooting including the ability to gather and analyze IP packet level data.
• ServiceNow CSA level
• Advanced knowledge and ability in Server Administration across OS platforms. Including the understanding of described domain structures, user permission levels, group policy objects and the execution of SUDO Policies.
• Experience with network monitoring toolsets, such as Dynatrace, SCOM, Netcool, Nagios, Solarwinds and HPOM. 
• Deeper understanding of SNMP traps & MIBs/OIDs.
• Ability to comprehend, modify and create server-side object-oriented JavaScript, Unix Shell scripting, Windows and PowerShell scripting, XML, JSON, Regular Expressions (RegEx), JEA configurations
• Understanding of Business Applications and their functionality in the ITIL model
• Comprehension of and the ability to communicate and implement the ITIL CMDB Model
• Familiarity with Amazon EC2, Azure, Google GCP and VMware
• ITILv3/v4 Foundations

Benefits and perks:

• Salary up to 4200€ (based on candidate's seniority and experience)
• 5 weeks of vacation per year
• 4 “My Days” per year
• Flexible working hours (hybrid model)
• Career Management, training and certifications in the best breed of technologies - focused on technical skills (ServiceNow, Google), Project Management methodology etc.
• Udemy for business account
• Meal allowance up to 1023€ / year (4,57€ / per day)
• Cafeteria 40€ / month (MultiSport Card available)
• Phone tariff (unlimited calls, texts messages within the EU, 16GB of Internet)
• Employee Referral Program
• Sabbatical leave
• Repurchase of hardware

Moreover, we offer:

• Foreign business trips
• Company mobile phone (Android / iPhone)
• Company laptop (Windows / macOS)
• Coffee, tea, snacks and breakfasts in the office
• Company events and teambuildings
• Gifts for work anniversaries, promotion, wedding or childbirth
• Friendly and open culture

And last but not least, you can rely on:

• Transparent framework for career growth, reinforced by annual performance evaluations
• Trust and autonomy, with no micro-management
• Learning from senior colleagues and opportunities to collaborate with professionals from various industries
• Opportunities to attend conferences to keep skills up-to-date
• Working on a variety of projects for a broader range of experience
• Adoption and utilization of evolving IT technologies
• Usage of AI tools and access to elaborate, tailored AI training