Servicenow ITOM Event/monitoring SME

ServiceNow ITOM Event/Monitoring SME

The ServiceNow ITOM Event/Monitoring SME is responsible for designing, implementing, and managing IT Operations Management solutions within the ServiceNow platform. The role focuses on event management, monitoring, and ensuring the seamless integration of ITOM with other ServiceNow modules and third-party tools. The SME will work closely with stakeholders to deliver solutions that enhance IT operations, improve system reliability, and support business objectives.

Key Responsibilities:

• Design and implement ServiceNow ITOM solutions, including Event Management, Discovery, and Service Mapping.
• Configure and customize the Event Management module to monitor IT infrastructure and applications.
• Integrate ServiceNow ITOM with third-party monitoring tools (e.g., SolarWinds, Splunk, Nagios, etc.).
• Develop and maintain event correlation rules, alert thresholds, and workflows.
• Monitor IT infrastructure and applications to identify and resolve incidents proactively.
• Implement automated remediation workflows to reduce manual intervention.
• Work with IT teams, business units, and stakeholders to gather requirements and deliver tailored ITOM solutions.
• Provide technical expertise and guidance to ensure alignment with business needs and best practices.
• Perform regular system health checks and optimize ITOM configurations for performance and scalability.
• Troubleshoot and resolve issues related to ITOM modules and integrations.
• Create and maintain technical documentation, including design specifications, workflows, and user guides.
• Provide training and support to end-users and IT teams on ITOM functionalities.
• Ensure ITOM solutions comply with organizational policies, standards, and regulatory requirements.
• Implement governance processes to maintain data integrity and security.

Required Skills and Qualifications:

• Extensive experience with ServiceNow ITOM modules, including Event Management, Discovery, and Service Mapping.
• Strong knowledge of ITIL processes and best practices.
• Hands-on experience with integrating ServiceNow ITOM with third-party monitoring tools.
• Proficiency in scripting languages (e.g., JavaScript, PowerShell, Python) for automation and customization.
• Strong analytical and problem-solving skills.
• Excellent communication and collaboration skills.
• ServiceNow Certified Implementation Specialist (CIS) in ITOM is preferred.
• Experience with cloud platforms (e.g., AWS, Azure, GCP) is a plus.

Preferred Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Experience in managing large-scale ITOM implementations.
• Familiarity with CMDB (Configuration Management Database) and IT asset management.

Australia Working Rights:

• Australian Citizenship is mandatory for this role.
• Due to the security requirement of the role, NV1 Security clearance is a requirement.
• Candidates with Baseline clearance ready to move to NV1 Security level may be considered for the role.
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