ESM (ServiceNow) Delivery Engineer

ESM (ServiceNow) Delivery Engineer

Job Summary

This augmented engineering role delivers the network component of Client’s Service Management (ESM) onboarding onto ServiceNow. The engineers will drive network discovery, CMDB validation and onboarding of the 450+ device estate, ensuring accurate, trustworthy configuration data underpins service management and operational processes.

The role is delivery-focused and works alongside GIC's permanent Network Operations team and the ESM programme, with data quality and repeatable onboarding as core outcomes.

Key Responsibilities

Delivery & Engineering

• Execute network discovery across the 450+ device estate using ServiceNow Discovery and Service Mapping.

• Validate, reconcile and remediate CMDB configuration item (CI) data for network assets and relationships.

• Onboard network devices and dependencies into the ESM/ServiceNow platform with accurate attributes and mappings.

• Define and refine discovery patterns, probes and credentials for reliable, repeatable network discovery.

• Troubleshoot discovery gaps and data-quality issues, driving them to resolution.

Documentation & Handover

• Document onboarding procedures, discovery configuration and CMDB data standards for network assets.

• Support ongoing data-quality governance and hand over repeatable processes to the permanent team.

Qualifications & Skills

• 5+ years in network engineering / operations with exposure to CMDB and IT service management.

• Hands-on ServiceNow Discovery and Service Mapping experience.

• Strong understanding of CMDB data models, CI relationships and data-quality practices.

• Solid network fundamentals (routing, switching, firewalls) to interpret discovered topology.

• Scripting / automation (Python, PowerShell) for data reconciliation is an advantage.

• Detail-oriented with strong data-validation discipline.