ServiceNow ITOM Event Management / AIOps Technical Consultant

Job Title: ServiceNow ITOM Event Management / AIOps Technical Consultant

Location: Remote - USA

Mode: Contract

Job Description:

Job Description

ServiceNow ITOM Event Management / AIOps Technical Consultant

Role Overview

We are looking for an experienced ServiceNow ITOM Technical Consultant with strong AIOps expertise. The ideal candidate will have hands-on experience in implementing, configuring, and customizing ServiceNow ITOM modules, particularly Event Management, ACC,HLA and working with enterprise monitoring and AIOps tools.

This role requires strong technical depth, consulting mindset, customer-facing skills, and the ability to work across infrastructure, applications, and operations teams.

Key Areas of Responsibility

ServiceNow ITOM & AIOps Responsibilities

• Implement, configure, and customize ServiceNow ITOM modules, including:

• Event Management
• ACC,HLA
• CSDM CMDB
• Discovery
• Service Mapping

• Oversee and implement:

• Event processing rules
• Event transforms
• Event automation
• Event auto-assignments
• Event views and dashboards
• Event integrations

• Lead enterprise adoption strategies for ServiceNow Event Management (MOM layer).
• Showcase Event Management and AIOps strategy to internal teams and leadership.
• Design and support advanced integrations and analytics use cases.

AIOps & Observability

• Apply AIOps techniques and tools to optimize and automate IT operations.
• Work with alert correlation, noise reduction, analytics, and automation use cases.
• Support observability initiatives across infrastructure and applications.

Consulting & Customer Engagement

• Provide consulting and operational support for ServiceNow ITOM and related tools.
• Work with monitoring tools such as ServiceNow ITOM, Truesight, Moogsoft, or Netcool.
• Attend customer meetings to review open and escalated issues.
• Provide regular status updates and technical guidance.
• Analyse complex customer issues and deliver step-by-step resolution documentation.
• Escalate issues appropriately when required.

Platform & Infrastructure Support

• Support platform services, integrations, and analytics components.
• Hands-on experience with RHEL/CentOS and command-line system administration.
• Familiarity with MySQL and ability to write basic SQL queries.
• Working knowledge of technologies such as:

• Nginx
• Apache Tomcat
• ElasticSearch
• RabbitMQ
• REST APIs
• JSON
• TCP/IP Networking
• Java JVM concepts

Development & Operations

• Design, develop, and implement ServiceNow custom workflows, scripts, and integrations.
• Collaborate with cross-functional teams to gather and understand business requirements.
• Perform system testing and quality assurance activities.
• Provide ongoing support and enhancements for ServiceNow ITOM modules.

Key Desired Skills, Experience, and Knowledge

Education & Experience

• Bachelor s degree in Engineering or a related discipline.
• 7+ years of experience in tools/infrastructure operations.
• 5+ years of hands-on experience in ServiceNow ITOM implementation, configuration, and customization.

Technical Skills

• Strong scripting skills:

• JavaScript (mandatory)
• Shell scripting
• Perl scripting

• Experience with Event Management tools such as:

• ServiceNow ITOM
• Truesight
• Netcool

• Hands-on experience with:

• MOM (Manager of Managers)
• ACC (Agent Client Collector)
• HLA (Health Log Analytics)
• Operator Workspace

AIOps & Platform Knowledge

• Strong experience with AIOps tools and techniques, including:

• Machine learning
• Data analytics
• Automation

• Knowledge of:

• RabbitMQ
• Apache Tomcat
• MySQL
• ElasticSearch

• Solid understanding of IT Operations processes and best practices.

ServiceNow & ITSM

• Experience with ServiceNow workflows, scripting, and integrations.
• Knowledge of ServiceNow ITSM and CMDB.
• Strong working knowledge of monitoring tools such as SolarWinds and ITSM tools integrated with CMDB.
• Assist management with strategy, roadmaps, and future platform enhancements.

Certifications & Additional Skills

• ServiceNow ITOM certification mandatory
• Additional ServiceNow or related certifications are a plus.
• Experience with CI/CD pipelines.
• Strong understanding of Infrastructure Operations.
• Experience creating High-Level Designs (HLDs) and Low-Level Designs (LLDs).
• Knowledge of security best practices in server configuration, development, and access controls.
• Development or testing background is an added advantage.

Keywords

Event Management, MOM, ACC, HLA, AIOps, Observability, ServiceNow ITOM, Operator Workspace