Tech Lead- ITOM

Role: Tech Lead- ITOMLocation: Melbourne, VICDuration: 12 months

JD:
Gather, analyze, and document business and technical requirements for ServiceNow ITOM initiatives. Conduct workshops with infrastructure, cloud, network, application, and operations teams to understand current-state processes and challenges. Translate business requirements into functional and technical specifications for ITOM modules including Discovery, Service Mapping, Event Management, and CMDB. Define CMDB data model, CI classes, relationships, identification and reconciliation rules aligned with CSDM. Work with architects and technical teams to design scalable ITOM solutions and integration requirements. Analyze infrastructure, cloud, monitoring, and application landscapes to support Discovery and Service Mapping implementations. Facilitate integration requirements between ServiceNow and enterprise monitoring tools such as SolarWinds, Splunk, Dynatrace, CloudWatch, Azure Monitor, and others. Support Event Management and AIOps use cases by defining event correlation, alert management, and operational workflows. Develop user stories, process flows, use cases, acceptance criteria, and functional design documents. Coordinate UAT activities, defect management, solution validation, and stakeholder sign-off. Support data quality initiatives, CMDB governance, and continuous service improvement programs. Provide recommendations on ITOM best practices, automation opportunities, and operational maturity improvements.