ServiceNow ITOM Developer

Prudential’s purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people’s career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.

This position is responsible for the delivery and execution of projects and initiatives within DPS – Enterprise Technology. DPS – Enterprise Technology setup enables Prudential to delivery technology as a Product to both internal & external customers.

The role will work closely with Sr. Manager – Process Management & Integration to enhance ServiceNow ITOM capabilities and should possess experience specializing in IT Operations Management (ITOM), including CMDB, Discovery, Service Mapping and Event Management. The role requires strong technical expertise in ServiceNow platform development, close collaboration with infrastructure and operations teams, and the ability to deliver scalable, enterprise-grade ITOM solutions aligned to organizational standards and governance.

Job Description

• Implement and enhance ServiceNow ITOM modules including Discovery, Service Mapping, CMDB, and CMDB Health.
• Configure and maintain MID Servers, credentials, and discovery schedules across on‑prem, cloud, and hybrid environments.
• Design CMDB data models, CI classes, relationships, identification and reconciliation rules, and governance processes.
• Develop platform configurations and customizations using Business Rules, Script Includes, Client Scripts, UI Policies, and Flow Designer.
• Build and support integrations using REST/SOAP APIs, IntegrationHub, and custom spokes.
• Create dashboards and reports to track ITOM KPIs such as coverage, CI health, event reduction, and MTTR.
• Provide L2/L3 production support, perform root‑cause analysis, and implement preventive fixes.
• Follow SDLC best practices including Update Sets, source control, testing, and release/change management.
• Collaborate with architects, process owners, and platform teams to align ITOM solutions with enterprise roadmaps.
• Create technical documentation, runbooks, and knowledge articles.

Job Requirement

• Experience Level: 6-9 years of ServiceNow development experience with strong ITOM focus.
• Education Level: Bachelor’s degree in Engineering, Computer Science, or related discipline.
• Hands‑on expertise in ServiceNow ITOM modules: Discovery, Service Mapping, CMDB / CMDB Health.
• Strong scripting skills in JavaScript and Glide APIs.
• Solid understanding of CMDB concepts, CI lifecycle, relationships, and data governance.
• Experience working with ServiceNow SDLC practices including Update Sets, instance management, and release processes. 
• Ability to troubleshoot complex issues and optimize existing implementations for performance and maintainability.
• Experience with MID Server configuration and troubleshooting.
• Understanding of ITIL processes such as Incident, Problem, and Change Management.
• Experience integrating monitoring tools such as Dynatrace, AppDynamics, SolarWinds, Splunk, or similar.
• Familiarity with ATF, ServiceNow release management, and instance management.
• Familiarity with ServiceNow best practices for upgrades and instance health.
• Experience in agile delivery environments and collaboration with cross-functional teams. 
• ServiceNow certifications such as CSA, CIS‑Discovery, CIS‑Service Mapping, CIS‑Event Management, or CIS‑ITOM.

Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or belief, disability or part-time / fixed-term work, or any other status protected by applicable law. We encourage the same standards from our recruitment and third-party suppliers taking into account the context of grade, job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements.