Provide operational support for AIOps capabilities within ServiceNow, including Event Management, Predictive AIOps, Service Mapping, and CMDB.
Monitor and troubleshoot data ingestion pipelines from monitoring tools such as Splunk, Dynatrace, AppDynamics, and Datadog.
Maintain and enhance correlation rules, anomaly detection policies, and alert suppression logic to improve automation and accuracy.
Collaborate with ITSM teams to ensure alerts and incidents are created and routed effectively.
Perform root cause analysis (RCA) to identify underlying issues and contribute to continuous improvement of noise reduction and event correlation.
Work closely with platform engineers and developers to configure, optimize, and support automation workflows.
Maintain documentation, dashboards, and runbooks to ensure operational transparency and knowledge sharing.
Support patching, upgrades, and testing of AIOps-related modules, integrations, and customizations.
Partner with cross-functional teams to enhance service health monitoring and predictive capabilities within IT operations.
Minimum 8 years of experience with ServiceNow, including expertise in ITOM and AIOps modules.
Hands-on experience with Event Management, Service Mapping, Discovery, and CMDB management.
Deep understanding of AIOps concepts such as anomaly detection, correlation, and noise reduction.
Experience integrating ServiceNow with monitoring tools like Splunk, Datadog, Dynatrace, SolarWinds, or AppDynamics.
Strong understanding of ITSM processes including Incident, Change, and Problem Management.
Scripting proficiency in JavaScript, PowerShell, or Python for automation and workflow development.
Excellent troubleshooting, problem-solving, and communication skills with clear documentation ability.
Strong development experience on the ServiceNow platform.
Experience leading technical design and development within the ServiceNow Field Service Management (FSM) module.
Capability to translate business requirements into efficient, automated ServiceNow solutions.
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