Job Summary
We are seeking an experienced ServiceNow Discovery Lead to serve as the primary customer-facing representative for Discovery and CMDB engagements. The role acts as a bridge between customer requirements and the technical implementation team, ensuring successful solution delivery.
Key Responsibilities
- Lead customer discussions and act as the primary Discovery project contact.
- Coordinate project activities between customers and technical teams.
- Gather, analyze, and document customer requirements.
- Translate business requirements into technical deliverables.
- Drive Discovery assessments, workshops, and solution reviews.
- Provide guidance on ServiceNow Discovery, Service Mapping, and CMDB best practices.
- Track project progress, risks, and escalations.
- Facilitate status meetings and customer presentations.
Required Skills & Experience
- 5+ years of overall ITSM/ServiceNow experience.
- 3+ years of hands-on experience in ServiceNow Discovery and CMDB.
- Strong understanding of Discovery architecture, MID Servers, and credential management.
- Experience working directly with customers in requirement gathering and solution design.
- Ability to convert business requirements into technical requirements.
- Excellent communication and stakeholder management skills.
- Strong analytical and problem-solving abilities.
Preferred Qualifications
- ServiceNow CSA Certification
- CIS-Discovery certification
- Exposure to Service Mapping, ITOM, Cloud Discovery, and CMDB Health
- ITIL Foundation certification
Key Competencies
- Customer Management
- Project Coordination
- Requirement Analysis
- Stakeholder Management
- Leadership & Ownership
- Communication & Presentation Skills
