5+ years of progressive experience in IT Operations Management (ITOM) with a core focus on Configuration Management, CMDB design and governance, and automated Discovery using both ServiceNow and BMC Discovery (ADDM) platforms.
Deep functional and technical expertise in building and maintaining robust CMDB architectures, ensuring data accuracy, service dependency mapping, CI lifecycle management, and alignment with ITIL and enterprise compliance standards.
Proven success in implementing and optimizing discovery processes across hybrid IT environments (on-premises, cloud, virtualized), integrating discovery tools into enterprise CMDBs, and driving value from accurate configuration data.
Extensive experience in BMC Discovery: taxonomy modeling, credential management, pattern customization, and seamless data integration with external CMDBs.
Advanced expertise in ServiceNow ITOM modules including Discovery, Service Mapping and MID Server configurations; hands-on development using JavaScript, GlideScript, Flow Designer, and custom integrations via REST/SOAP APIs.
Strong background in cross-functional collaboration with infrastructure, cloud, application, network, security, and compliance teams to ensure discovery coverage, resolve data discrepancies, and improve service visibility.
Skilled in data analysis, reporting, and root cause identification related to Discovery failures, CI data gaps, duplicates, and stale records — with the ability to clearly communicate findings and recommend actionable improvements.
Provides reliable L3 support for CMDB and discovery issues, troubleshooting across layers (network, credentials, classification, probes/sensors, patterns), and mentoring L2 and L1 support teams.
Adept at creating custom dashboards, operational health reports, and KPIs to measure and improve CMDB data quality, discovery success rate, and CI compliance.
Strong understanding of ITIL processes including Incident, Problem, Change, Configuration, Request, and Asset Management, with practical experience integrating CMDB with ITSM workflows.
Holds multiple ServiceNow certifications: Certified System Administrator (CSA), Certified Application Developer (CAD), and Certified Implementation Specialist (CIS) - Discovery in ITOM-related domains