Uplers

Job Description

We are looking for a deeply experienced ServiceNow professional who understands the internal data model and platform mechanics of ServiceNow.

This role goes beyond configuration and administration—you will work on CMDB design, data integrity, synchronization, integrations, and platform optimization across ITSM and related modules.

The ideal candidate has strong experience with CMDB tables, incident lifecycle, knowledge management, discovery, and data synchronization and can reason about ServiceNow as a platform, not just a tool. ⸻

Key Responsibilities

• Platform & CMDB Expertise
• Design, implement, and maintain CMDB architecture, including:
• Core CMDB tables (cmdb_ci, cmdb_rel_ci, subclasses)
• CI class modeling, inheritance, and relationships
• CI lifecycle management and data normalization
• Ensure CMDB data quality, consistency, and governance
• Troubleshoot and optimize CMDB performance and scalability CMDB Synchronization & Integrations

Build and manage CMDB data synchronization using:

• Discovery
• Service Mapping
• IntegrationHub
• Import Sets & Transform Maps
• Integrate ServiceNow with external systems (monitoring, asset tools, cloud providers)
• Handle reconciliation, deduplication, and source-of-truth conflicts

ITSM & Workflow Internals

• Deep understanding of Incident, Problem, Change, and Request tables and workflows
• Customize and optimize:
• Incident lifecycle
• SLA definitions and calculations
• Assignment rules and automation
• Debug complex workflow, Flow Designer, and business rule interactions

Knowledge Management

• Design and manage Knowledge Base (KB) structures and workflows
• Implement best practices for: • Article lifecycle • Access control • Versioning and approvals • Improve knowledge discoverability and reuse

Development & Customization

• Develop using server-side and client-side scripting:
• Business Rules
• Script Includes - UI Policies, Client Scripts
• Optimize scripts for performance and maintainability
• Follow best practices for scoped applications and upgrade safety

Governance & Best Practices

• Enforce ServiceNow data model and customization best practices
• Support platform upgrades and impact analysis
• Provide technical guidance and mentorship to junior ServiceNow engineers
• Work closely with product, SRE, and operations teams to align ServiceNow with operational workflows

⸻

Required Skills & Experience

Must-Have

• 7+ years of hands-on ServiceNow experience
• Strong understanding of ServiceNow internal tables and data model
• Deep expertise in CMDB architecture and synchronization
• Strong experience with ITSM modules (Incident, Problem, Change, Knowledge)
• Advanced scripting skills (JavaScript in ServiceNow context)
• Experience debugging complex platform behaviors and performance issues
• Experience with integrations and data ingestion pipelines

Good to Have

• Experience with Discovery and Service Mapping
• Exposure to ITOM, Event Management, or Observability integrations
• Experience with large-scale or multi-instance ServiceNow deployments
• ServiceNow certifications (CSA, CIS-ITSM, CIS-CMDB, Architect)
• Understanding of operational workflows (SRE, IT Ops, Incident Response)