Senior System Engineer ITOM - ServiceNow

IFS is a billion-dollar revenue company with 7000+ employees on all continents. Our leading AI technology is the backbone of our award-winning enterprise software solutions, enabling our customers to be their best when it really matters–at the Moment of Service™. Our commitment to internal AI adoption has allowed us to stay at the forefront of technological advancements, ensuring our colleagues can unlock their creativity and productivity, and our solutions are always cutting-edge.

At IFS, we’re flexible, we’re innovative, and we’re focused not only on how we can engage with our customers but on how we can make a real change and have a worldwide impact. We help solve some of society’s greatest challenges, fostering a better future through our agility, collaboration, and trust.

We celebrate diversity and understand our responsibility to reflect the diverse world we work in. We are committed to promoting an inclusive workforce that fully represents the many different cultures, backgrounds, and viewpoints of our customers, our partners, and our communities. As a truly international company serving people from around the globe, we realize that our success is tantamount to the respect we have for those different points of view.

By joining our team, you will have the opportunity to be part of a global, diverse environment; you will be joining a winning team with a commitment to sustainability; and a company where we get things done so that you can make a positive impact on the world.

We’re looking for innovative and original thinkers to work in an environment where you can #MakeYourMoment so that we can help others make theirs. With the power of our AI-driven solutions, we empower our team to change the status quo and make a real difference.

If you want to change the status quo, we’ll help you make your moment. Join Team Purple. Join IFS.

As our Senior System Engineer ITOM - ServiceNow, you be part of our Solution Centre of Excellence team where we strongly believe that working hard and having fun are two compatible elements.  

We are looking for a proactive and experienced Senior System Engineer ITOM – ServiceNow to join our team and play a key role in evolving our ServiceNow instance.  You will act as a trusted advisor to stakeholders, responsible for designing, implementing, and maintaining our ServiceNow platform, ensuring it meets the needs of the organization and enhances our IT service management processes. 
Key Responsibilities:

Discovery & Configuration Management 
•    Implement, configure, and maintain ServiceNow Discovery to automatically identify and populate

Configuration Items (CIs) across on-premises and cloud environments. 
•    Develop and customise discovery patterns, probes, and sensors to support infrastructure-specific discovery requirements. 
•    Troubleshoot and resolve complex discovery failures, pattern conflicts, and credential issues. 
 
Governance & Lifecycle Management 
•    Design and maintain a well-structured CMDB aligned to the Common Service Data Model (CSDM) framework. 
•    Ensure CI data integrity, compliance with governance policies, and data quality standards across all CI classes. 
•    Conduct regular CMDB health checks, audits, and remediation activities. 
•    Collaborate with stakeholders to translate business service structures into accurate CSDM-aligned configurations. 
 
Service Mapping 
•    Configure and manage Service Mapping to establish end-to-end application and infrastructure service maps. 
•    Align service maps with business services defined in the CMDB to support impact analysis and dependency tracking. 
 
Event Management 
•    Configure event rules, alert rules, and correlation logic to reduce noise and surface actionable alerts. 
•    Integrate ServiceNow Event Management with third-party monitoring platforms 
•    Build and manage sub-flows and assignment rules for automated alert handling and escalation. 

General Responsibilities
•    Maintaining the stability and usability of the system through configuration, development, and administration including upgrades, patching and integrations 
•    Assist and coordinate ServiceNow release management and UAT process on regular basis 
•    Implement best practices for ServiceNow administration, including security and user management. 
•    Monitor system performance, troubleshoot issues, and perform regular maintenance and upgrades. 
•    Develop and maintain documentation for system configurations, processes, and procedures. 
•    Stay updated on ServiceNow releases and industry trends to recommend improvements and optimizations. 
•    Participate in project planning and management to ensure timely delivery of solutions. 
•    Mentor and support junior engineers and administrators, providing guidance on best practices and development techniques.

Requirements

•    5+ years of experience working with ServiceNow ITOM, Discovery and Service Mapping
•    Strong understanding of customer service workflows and ServiceNow capabilities.
•    Awareness of ServiceNow ITOM and its integration points.
•    Proven ability to manage multiple tasks and stakeholders in a fast-paced environment.
•    Excellent interpersonal, communication, and documentation skills.
•    Strong team player with experience working in global delivery models.

Qualifications 

•    ServiceNow Certified System Administrator (CSA)
•    ServiceNow Event Management (CIS-EM) Implementer 
•    ServiceNow Service Mapping (CIS-SM) Implementer 
•    ServiceNow Discovery (CIS-DISCO) Implementer 
•    IT Service Management (CIS-ITSM) Implementer
•    Customer Service Management (CIS-CSM) implementer
•    ITIL Foundation certification.
•    Experience with Agile methodologies (Scrum, Kanban).
•    Degree in Computer Science, Information Systems, or equivalent experience.
•    Proven experience working with enterprise-scale applications.

We embrace flexibility and hybrid work opportunities to support diverse needs and lifestyles, while also valuing inclusive workplace experiences. By fostering a sense of community, we drive innovation, strengthen connections, and nurture belonging. Our commitment ensures you can work in a way that suits you best, while also engaging with colleagues to share ideas and build meaningful relationships.