ServiceNow ITOM/IRE BA / Lead

Role Name: ServiceNow ITOM/IRE BA / Lead

Location: Remote – US

Job Description:

We are looking for an experienced ITOM Consultant to design, implement, and support IT Operations Management solutions that improve infrastructure visibility, service reliability, and operational efficiency. The ideal candidate will have strong expertise in monitoring, discovery, event management, and automation within enterprise IT environments.

Key Responsibilities:

• Design, implement, and configure ITOM solutions (Discovery, Event Management, Service Mapping, AIOps).
• Integrate ITOM tools with monitoring platforms, CMDB, and ITSM processes.
• Configure Discovery schedules, patterns, credentials, and troubleshoot discovery issues.
• Implement and maintain Service Mapping for critical business services.
• Configure Event Management rules, alerts, and correlation for proactive incident management.
• Work with infrastructure, network, and application teams to ensure accurate monitoring.
• Optimize CMDB health, data accuracy, and relationships using ITOM data.
• Create dashboards and reports for operational insights.
• Provide technical documentation, knowledge transfer, and user training.
• Support production issues and provide root cause analysis.

Required Skills & Qualifications:

• 4+ years of experience in ITOM or similar monitoring/operations roles.
• Strong hands-on experience with tools like ServiceNow ITOM, Dynatrace, SolarWinds, Zabbix, Nagios, or similar.
• Experience with:
  • Discovery and CMDB integration
  • Event Management and alert correlation
  • Service Mapping
  • Cloud monitoring (AWS, Azure, Google Cloud Platform)
• Good understanding of ITIL processes (Incident, Problem, Change).
• Strong knowledge of networking concepts (DNS, TCP/IP, firewalls, load balancers).
• Experience with Linux/Windows server environments.
• Scripting knowledge (JavaScript, Python, PowerShell, or Bash) is a plus.

Preferred Skills:

• ServiceNow ITOM certification (ITOM Discovery, Event Management, or CIS).
• Experience with AIOps and automation workflows.
• Exposure to DevOps and CI/CD monitoring.
• Experience with container monitoring (Docker, Kubernetes).