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Job Description

ServiceNow ITOM Senior Engineer

The Future Begins Here

At Takeda, we are leading digital evolution and global transformation. By building innovative solutions and future-ready capabilities, we are meeting the need of patients, our people, and the planet.

Bangalore, the city, which is India’s epicenter of Innovation, has been selected to be home to Takeda’s recently launched Innovation Capability Center. We invite you to join our digital transformation journey. In this role, you will have the opportunity to boost your skills and become the heart of an innovative engine that is contributing to global impact and improvement.

At Takeda’s ICC we Unite in Diversity

Takeda is committed to creating an inclusive and collaborative workplace, where individuals are recognized for their backgrounds and abilities they bring to our company. We are continuously improving our collaborators journey in Takeda, and we welcome applications from all qualified candidates. Here, you will feel welcomed, respected, and valued as an important contributor to our diverse team.

The Opportunity

As a ServiceNow Software Engineer, you will design, develop, configure, and customize (when necessary) ServiceNow applications and services. You will deliver new functionality across applications, support the entire development life cycle and assist the platform support.

A ServiceNow ITOM (IT Operations Management) Developer specializes in implementing and customizing ServiceNow’s ITOM modules, which include areas like Event Management, Discovery, Service Mapping, Cloud Management, and Orchestration.

Responsibilities

• Configure and implement IT Operations Management (ITOM) modules such as Discovery, Event Management, Service Mapping, Orchestration, and Cloud Management.
• Establish integrations with third-party monitoring tools (e.g., SolarWinds, Grafana, Splunk, App Dynamics, etc.).
• Establish integrations with third-party Job monitoring tools (e.g., Databricks, Tidal, Monte Carlo, Airflow etc.).
• Use connectors, APIs, or SNMP to gather events from various systems into ServiceNow. Streamline IT operations through orchestration and resource optimization.
• Configure and optimize Event Management to capture alerts, process events, and enable streamlined incident response.
• Develop and implement integrations between ServiceNow ITOM and external tools or cloud platforms or monitoring systems.
• Design and implement correlation rules to reduce event noise by associating related events into one alert or root cause.
• Enhance visibility into operations and reduce IT downtime by improving system monitoring and performance.
• Work closely with the CMDB team to continuously improve CMDB health, accuracy, performance, and data completeness, including adherence to CMDB governance, lifecycle management, and archival best practices.
• Maintain and optimize CMDB Asset Management relationships, ensuring alignment between CIs and assets to support financial, operational, and compliance reporting.
• Leverage the ServiceNow CMDB (Configuration Management Database) to map and associate alerts with Configuration Items (CIs) and services.
• Identify and solve functional and performance-related issues.
• Provide support for end-users and IT teams in ITOM-related functionality.
• Write and debug scripts to extend ITOM capabilities as per business needs.
• Build custom APIs or processes when necessary.
• Create and maintain technical documentation for configurations, mappings, and integrations.
• Work with business stake holders, product owners, architects and process owners to align ITOM solutions with business goals and IT service management (ITSM) needs.
• Ensure strong alignment between Event Management, CMDB, and Service Mapping to enable accurate alert‑to‑CI and alert‑to‑service associations.
• Partner with Operations, Monitoring, and Platform teams to continuously improve ITOM performance, scalability, and operational resilience.
• Implement and utilize AIOps capabilities, including LEAP, alert intelligence, remediation flows, and automation runbooks, to reduce noise, accelerate root cause identification, and enable self‑healing operations.
• Leverage CMDB Health Dashboards, and data quality indicators to proactively identify and remediate data issues impacting ITOM and Event Management.

Skills and Qualifications Required

• Bachelor’s degree (or higher) in Computer Science, Information Technology, or a related field; or equivalent work experience.
• 6+ years of experience in development of ServiceNow solutions (especially Discovery, Event Management, Cloud Management, CMDB).
• 3+ years’ experience with ServiceNow ITOM developer module is a must.
• Strong understanding of IT Service Management processes.
• Proficient in creating server-side and client-side scripts, Business Rules, UI Policies, UI Actions, and ACLs.
• Strong knowledge of ServiceNow ITOM (especially Event Management, Discovery, and CMDB).
• Experience with monitoring tools like SolarWinds, Splunk, or Dynatrace.
• Proficiency in JavaScript, PowerShell, or other automation scripts.
• Understanding of event processing concepts (event correlation, root cause analysis, etc.).
• Familiarity with network protocols like SNMP and knowledge of REST/SOAP APIs.
• Familiarity with ServiceNow ITOM AI capabilities (Now Assist, Agentic AI, etc.).
• Excellent communication skills with ability to communicate complex technical concepts and align organization on decisions.
• ServiceNow System Administrator certification (required).
• ServiceNow Application Developer certification (preferred).
• ServiceNow CIS – Event Management (required).
• Strong analytical and problem-solving skills.
• Ability to manage priorities and work independently in a fast-paced environment.
• Solid ability to explain complex technical concepts and align decisions across teams.

What Takeda Can Offer You

• Takeda is certified as a Top Employer, not only in India, but also globally. No investment we make pays greater dividends than taking good care of our people.
• At Takeda, you take the lead on building and shaping your own career.
• Joining the ICC in Bangalore will give you access to high-end technology, continuous training and a diverse and inclusive network of colleagues who will support your career growth.

Benefits

It is our priority to provide competitive compensation and a benefit package that bridges your personal life with your professional career. Amongst our benefits are:

Competitive Salary + Performance Annual Bonus

• Flexible work environment, including hybrid working
• Comprehensive Healthcare Insurance Plans for self, spouse, and children
• Group Term Life Insurance and Group Accident Insurance programs
• Health & Wellness programs including annual health screening, weekly health sessions for employees.
• Employee Assistance Program
• 5 days of leave every year for Voluntary Service in additional to Humanitarian Leaves
• Broad Variety of learning platforms
• Diversity, Equity, and Inclusion Programs
• No Meeting Days
• Reimbursements – Home Internet & Mobile Phone
• Employee Referral Program
• Leaves – Paternity Leave (4 Weeks) , Maternity Leave (up to 26 weeks), Bereavement Leave (5 days)

About ICC in Takeda

• Takeda is leading a digital revolution. We’re not just transforming our company; we’re improving the lives of millions of patients who rely on our medicines every day.
• As an organization, we are committed to our cloud-driven business transformation and believe the ICCs are the catalysts of change for our global organization.

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