Systems Analyst_Service Management

Publicis Sapient is looking for ServiceNow Developers to join our team of talented professionals and innovators. You will leverage your analytical thinking and technical expertise to design, develop, and implement robust ServiceNow solutions that address complex business challenges for our clients across diverse industries. As part of our mission to drive digital transformation, you will play a key role in delivering scalable workflows, optimizing platform capabilities, and enabling seamless user experiences through well-engineered solutions and thoughtful innovation.

Your Impact OR Responsibilities:

Key Responsibility statement:

• Configure and support ServiceNow ITOM (Discovery, Service Mapping) to maintain accurate infrastructure visibility.
• Maintain and update CMDB data by following defined data models, ensuring consistency and reliability.
• Collaborate with teams to gather requirements and implement ITOM/CMDB configurations effectively.
• Perform testing, troubleshooting, and issue resolution for Discovery and CMDB-related challenges.
• Support integrations with monitoring and external tools to enable seamless data flow into ServiceNow.

Outcomes-based statement:

• Improve infrastructure visibility and dependency mapping, enabling faster and more accurate incident impact analysis.
• Enhance CMDB data accuracy, resulting in better operational decisions and reduced data inconsistencies.
• Enable smoother IT operations by ensuring reliable Discovery and up-to-date configuration data.
• Reduce manual effort through basic automation and integrations, improving team efficiency.
• Ensure stable platform performance by proactively identifying and resolving ITOM/CMDB issues.

Your Skills & Experience:

• 4–6 years of experience in ServiceNow with hands-on exposure to ITOM (Discovery) and CMDB.
• Good understanding of CMDB data model, CI relationships, and Identification & Reconciliation concepts.
• Experience with MID Server setup, Discovery schedules, and basic Service Mapping concepts. 
• Working knowledge of scripting (JavaScript, Glide APIs) and Flow Designer for customization.
• ServiceNow Certified System Administrator (CSA) preferred; CIS-Discovery or ITOM exposure is an added advantage, along with strong analytical and problem-solving skills.

Benefits of Working Here:

• Gender-Neutral Policy
• 18 paid holidays throughout the year.
• Generous parental leave and new parent transition program
• Flexible work arrangements
• Employee Assistance Programs to help you in wellness and well-being.

Publicis Sapient is a digital transformation partner helping established organizations get to their future, digitally-enabled state, both in the way they work and the way they serve their customers. We help unlock value through a start-up mindset and modern methods, fusing strategy, consulting and customer experience with agile engineering and problem-solving creativity. United by our core values and our purpose of helping people thrive in the brave pursuit of next, our 20,000+ people in 53 offices around the world combine experience across technology, data sciences, consulting and customer obsession to accelerate our clients’ businesses through designing the products and services their customers truly value.