ServiceNow CMDB Developer

Technology – ServiceNow ITSM and Integration Hub

Today, the corporate landscape is dynamic, and the world ahead is full of possibilities! None of the amazing things we do at Infosys would be possible without an equally amazing culture, the environment where ideas can flourish and where you are empowered to move forward as far as your ideas will take you.

At Infosys, we assure that your career will never stand still, we will inspire you to build what's next and we will navigate further together. Our journey of learnability, values and trusted relationships with our clients continue to be the cornerstones of our organization and these values are upheld only because of our people.

Your role

In the role of ServiceNow Developer with CMDB expertise, you will be responsible for maintaining an accurate and efficient Configuration Management Database, ensuring that it supports IT operations and service management processes. With the right skills in ServiceNow development, discovery, CI management, and automation, the developer ensures that the CMDB is a reliable source of truth for IT asset management and decision-making within the organization. Also work very closely with Architect, customer personnel, IT Architect, IT support teams and other technical teams to ensure that business needs around implementation of processes and ServiceNow in a controlled and predictive manner. This includes and is not limited to gathering and documenting user functional requirements, process requirements, developing technical requirements and developing or coding Service Now configuration required for Enterprise Support. You will be part of a learning culture, where teamwork and collaboration are encouraged, excellence is rewarded, and diversity is respected and valued.

Responsibilities

• Designing and implementing CMDB structures like Configuration Items (CIs), CI Types, and their relationships.
• Developing and implementing processes for managing CIs such as discovery, importing data, and auditing.
• Integrating with ServiceNow Discovery/similar tool to automatically detect devices, software, and other infrastructure components and populate the CMDB with this information.
• Defining relationships between CIs (e.g., depends on, runs on, connected to) to create a clear dependency map and understand the impact of changes.
• Automating CMDB processes such as reconciliation (to ensure data consistency), update sets, and reporting.
• Building custom reports and dashboards that provide insights into the state of the IT infrastructure and the health of the CMDB.
• Ensuring data integrity and accuracy in the CMDB, which includes designing validation rules, ensuring the elimination of duplicates, and implementing data quality monitoring.
• Helping in mapping business services to the infrastructure components using Service Mapping in ServiceNow, ensuring that business processes are aligned with IT services and resources.
• Map data between different systems, transforming it as necessary to align with the structure and format expected by each system.
• Ensure data consistency and integrity during transfers.
• Test integrations to ensure they are functioning as expected, resolving issues that may arise.
• Troubleshoot and debug integration-related problems, such as data discrepancies or connectivity issues.
• Ensure the performance of integrations, making sure they scale appropriately as the organization grows.
• Provide ongoing support for existing integrations, including resolving issues and implementing updates.

Required

• Designing and implementing CMDB structures like Configuration Items (CIs), CI Types, and their relationships.
• Developing and implementing processes for managing CIs such as discovery, importing data, and auditing.
• Integrating with ServiceNow Discovery tool to automatically detect devices, software, and other infrastructure components and populate the CMDB with this information.
• Defining relationships between CIs (e.g., depends on, runs on, connected to) to create a clear dependency map and understand the impact of changes.
• Automating CMDB processes such as reconciliation (to ensure data consistency), update sets, and reporting.
• Building custom reports and dashboards that provide insights into the state of the IT infrastructure and the health of the CMDB.
• Ensuring data integrity and accuracy in the CMDB, which includes designing validation rules, ensuring the elimination of duplicates, and implementing data quality monitoring.
• Helping in mapping business services to the infrastructure components using Service Mapping in ServiceNow, ensuring that business processes are aligned with IT services and resources.
• Experience with ServiceNow modules such as Integration Hub, Flow Designer, Orchestration, and MID Server.
• Knowledge of ServiceNow's data model, tables, and scripting.
• Proficiency in integrating with third-party systems using protocols like REST, SOAP, XML, JSON, JDBC, and more.
• Experience with ServiceNow's Spokes (pre-built integrations) for systems like Salesforce, Azure, Workday, etc.
• Familiarity with building and consuming RESTful and SOAP web services.
• Experience working with authentication protocols (OAuth, Basic Auth, etc.) to secure API calls.
• Experience integrating with cloud platforms and services such as AWS, Azure, or Google Cloud.
• Experience handling integration failures, errors, and logging to ensure smooth operations.
• Familiarity with version control tools (e.g., Git) for managing integration code.
• Experience in using CI/CD pipelines for automated deployment of integrations.
• Understanding the context and processes of IT service management (incident management, change management, etc.) within ServiceNow to design meaningful and efficient integrations

Preferred

• Certified on industry best practices such as:
  • ServiceNow certifications