Key Responsibilities:
- Lead ServiceNow ITOM implementations and enhancements.
- Design and configure Service Mapping solutions for complex applications and business services.
- Implement and optimize Event Management, including event ingestion, correlation, alert management, and actionable events.
- Configure discovery and mapping patterns, identification/reconciliation rules, and service dependencies.
- Troubleshoot ITOM issues and provide technical recommendations.
- Work with application, infrastructure, and operations teams to understand service dependencies.
- Lead technical discussions, workshops, and knowledge-transfer sessions.
- Review existing configurations and recommend improvements.
- Support integration of monitoring tools and third-party event sources with ServiceNow.
Required Technical Skills:
- Strong hands-on ServiceNow ITOM experience.
- Advanced Service Mapping implementation experience.
- Strong Event Management experience.
- ServiceNow Discovery knowledge.
- Experience with event integrations and monitoring tools.
- CMDB and Configuration Item relationship knowledge.
- Identification and Reconciliation Engine (IRE) knowledge.
- Experience with ServiceNow ITOM troubleshooting and performance optimization.
Preferred Skills:
- ServiceNow ITOM Visibility experience.
- CMDB Health and optimization experience.
- MID Server configuration and troubleshooting.
- IntegrationHub / REST / API integration experience.
- Experience with large enterprise ServiceNow environments.
- Experience leading ServiceNow workshops with technical and business stakeholders.
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