Role Overview
We are seeking an experienced Senior ServiceNow ITOM & AIOps Engineer to design, implement, and optimize IT Operations Management capabilities across the enterprise. The role focuses on intelligent monitoring, AI-driven operations, and cloud integration to deliver proactive, automated IT service delivery.
Key Responsibilities
ServiceNow Platform
Configure and manage ITOM Event Management : event rules, correlation, alert grouping, deduplication, and automated incident creation aligned to SLAs.
Hands-on with ServiceNow SRM, including paging functionality.
Build and manage integrations (ServiceNow, Dynatrace, PagerDuty, Slack, Jira) using APIs/webhooks for ticketing workflows and notifications.
Enable and optimize NowAssist (GenAI) for incident summarization, agent assist, and knowledge deflection.
Administer and improve CMDB governance: data model, reconciliation, CI lifecycle, and data quality.
Scripting & Automation
Develop Python scripts for data transformation, integrations, CMDB population, and automation.
Automate IT operations to reduce MTTD and MTTR.
AIOps & Monitoring
Administer PagerDuty: alert routing, on-call schedules, escalation policies, and noise reduction.
Correlate events across Dynatrace, PagerDuty, and ServiceNow for end-to-end automation.
Cloud & DevOps
Work with GitLab CI/CD for version-controlled deployments of ServiceNow updates and scripts.
Collaborate using Jira, Confluence, and Slack for Agile delivery and incident management.
Good to have: Terraform, CI/CD automation, and AWS/cloud fundamentals.
Required Qualifications
Experience with ServiceNow ITOM, CMDB, and SRM.
Strong expertise in Discovery (MID Servers, IP ranges, credentials, CI population).
Hands-on in Event Management (correlation, alert rules, CI binding).
Experience with PagerDuty and AIOps event intelligence.
Strong Python scripting and REST API skills.
Experience with GitLab and CI/CD pipelines.
Familiarity with Jira and Confluence.
Preferred Qualifications
ServiceNow certifications: CSA, CIS-ITOM, CIS-Discovery, CIS-Event Management.
Experience with NowAssist/GenAI features.
Knowledge of ITIL v4 practices.
Exposure to multi-cloud/hybrid environments and Terraform.
Key Competencies
Strong analytical and problem-solving skills.
Ability to translate infrastructure events into actionable outcomes.
Excellent communication skills.
Self-driven and capable of managing multiple priorities
