Design CMDB data models, CI classes, relationships, identification and reconciliation rules, and governance processes.
Develop platform configurations and customizations using Business Rules, Script Includes, Client Scripts, UI Policies, and Flow Designer.
Build and support integrations using REST/SOAP APIs, IntegrationHub, and custom spokes.
Create dashboards and reports to track ITOM KPIs such as coverage, CI health, event reduction, and MTTR.
Provide L2/L3 production support, perform root‑cause analysis, and implement preventive fixes.
Follow SDLC best practices including Update Sets, source control, testing, and release/change management.
Collaborate with architects, process owners, and platform teams to align ITOM solutions with enterprise roadmaps.
Create technical documentation, runbooks, and knowledge articles.
Job Requirement
Experience Level: 6-9 years of ServiceNow development experience with strong ITOM focus.
Education Level: Bachelor’s degree in Engineering, Computer Science, or related discipline.
Hands‑on expertise in ServiceNow ITOM modules: Discovery, Service Mapping, CMDB / CMDB Health.
Strong scripting skills in JavaScript and Glide APIs.
Solid understanding of CMDB concepts, CI lifecycle, relationships, and data governance.
Experience working with ServiceNow SDLC practices including Update Sets, instance management, and release processes.
Ability to troubleshoot complex issues and optimize existing implementations for performance and maintainability.
Experience with MID Server configuration and troubleshooting.
Understanding of ITIL processes such as Incident, Problem, and Change Management.
Experience integrating monitoring tools such as Dynatrace, AppDynamics, SolarWinds, Splunk, or similar.
Familiarity with ATF, ServiceNow release management, and instance management.
Familiarity with ServiceNow best practices for upgrades and instance health.
Experience in agile delivery environments and collaboration with cross-functional teams.
ServiceNow certifications such as CSA, CIS‑Discovery, CIS‑Service Mapping, CIS‑Event Management, or CIS‑ITOM.
Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or belief, disability or part-time / fixed-term work, or any other status protected by applicable law. We encourage the same standards from our recruitment and third-party suppliers taking into account the context of grade, job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements.
