ServiceNow Engineer - ITSM & ITOM

Requisition ID 35822 Office Country Bulgaria Office City Sofia Division Information Technology Contract Type Fixed Term Contract Length 3 years Posting End Date 31/03/2026

As a seasoned ServiceNow ITSM and ITOM Engineer, you will deliver end‑to‑end platform solutions across core modules like Incident, Change, Problem, and Discovery. You’ll drive automation with Flow Designer and Scripted REST APIs, maintain CMDB accuracy, optimise Discovery, and lead integrations that enhance operational reliability and DevOps workflows. You’ll own platform improvements, complex troubleshooting, and governance, while mentoring junior developers and ensuring high standards across ITSM and ITOM.

What you will do:

• Configure and optimise ITSM and ITOM modules, including Incident, Problem, Change, Event, and Discovery.
• Develop scripted workflows and automation using Flow Designer and Scripted REST APIs.
• Deploy and fine‑tune ServiceNow Discovery to ensure accurate infrastructure and service mapping.
• Maintain CMDB integrity, ensuring accurate dependencies and compliance with standards.
• Build dashboards and reports that provide meaningful operational insights and SLA visibility.
• Design and maintain integrations with third‑party systems via REST/SOAP.
• Improve incident response processes through automation, routing, and escalation logic.
• Integrate ServiceNow workflows with DevOps pipelines to streamline CI/CD and release processes.
• Resolve complex system and integration issues with root‑cause analysis and long‑term solutions.
• Uphold code quality, governance, and platform development standards.
• Mentor junior team members and deliver training for end‑users and developers.
• Support additional ServiceNow modules where needed.

What you will bring:

• Degree or equivalent professional experience.
• Strong experience configuring ITSM workflows (Incident/Problem/C