Systems Lead_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 Discovery to maintain real-time CI data, improving root cause identification.
• Resolve duplicate CI issues through Identification & Reconciliation (IRE) rules, improving CMDB trustworthiness.
• Map critical business services to underlying infrastructure for better outage impact assessment.
• Integrate monitoring alerts to auto-generate incidents, reducing manual intervention.
• Analyze and fix credential or pattern issues to increase Discovery success rate.
• Fine-tune scan schedules to avoid peak hours, improving system performance.

Outcomes-based statement: 

• Improve infrastructure visibility and service mapping accuracy, enabling faster and more effective incident impact analysis.
• Enhance CMDB data quality and reliability, resulting in better decision-making and audit readiness.
• Enable seamless integration with monitoring tools, reducing manual effort and accelerating incident response times.
• Ensure stable and efficient ITOM operations by proactively identifying and resolving platform issues, minimizing downtime.
• Optimize Discovery and CMDB processes, leading to improved platform performance and reduced operational costs.

Your Skills & Experience:

• 7–9 years of IT experience with strong hands-on expertise in ServiceNow ITOM (Discovery, Service Mapping) and CMDB implementation and support.
• Solid understanding of CMDB data model, Identification & Reconciliation Engine (IRE), and data governance best practices.  
• Experience with integrations using REST/SOAP APIs, MID Server setup, and connecting third-party monitoring tools with ServiceNow.
• Proficiency in ServiceNow scripting (JavaScript, Glide APIs), workflows, and Flow Designer for customization and automation.
• ServiceNow certifications such as Certified System Administrator (CSA) and CIS-ITSM or CIS-Discovery (preferred), along with strong problem-solving and stakeholder collaboration 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.