Position :- ServiceNow ITOM (Event Management - ITOM & AIOps)

Experience :- 8+ Year relevant in Event Management & ITOM

Location :- Bangalore

Shift Timing :– 05:30 PM to 02:30 AM IST (US – EST Coverage)

Looking for immediate Joiner

Job Summary The Systems Programming Analyst is responsible for the end-to-end lifecycle management—including evaluation, design, development, testing, implementation, operational maintenance, protection, and support—of Information Services (I.S.) technology assets. This role focuses on monitoring, alerting, automation, and observability platforms, with a strong emphasis on ServiceNow IT Operations Management (ITOM), AIOps capabilities, and enterprise integrations. The analyst ensures the reliability, scalability, and resilience of technology ecosystems across mainframe, midrange, distributed, and cloud environments.

The position contributes to the management and optimization of third-party infrastructure, applications, and appliances, and plays a key role in advancing event intelligence, automation maturity, and operational visibility.

Key Responsibilities

Technology Lifecycle & Platform Ownership

- Perform full lifecycle management (evaluation, design, development, testing, implementation, maintenance, and support) of technology assets, including monitoring, alerting, and automation systems
- Support and enhance ServiceNow ITOM modules (Event Management, Discovery, Service Mapping, Cloud Management, and AIOps).
- Contribute to governance and operational support of third-party observability and infrastructure tools integrated with ServiceNow.

ServiceNow ITOM, Event Management & AIOps

- Design, configure, and optimize ServiceNow Event Management, including:
- Event ingestion, normalization, deduplication, and correlation
- Alert aggregation and noise reduction strategies
- Support capabilities, including:
- Predictive alerting, anomaly detection, and event intelligence
- Machine learning–driven root cause analysis and pattern recognition




- Maintain integrations between ServiceNow and monitoring tools (e.g., Opsview, Netcool/Omnibus, Snare, Broadcom DX APM SaaS, Dynatrace, ITNM, SNMP, CA APM, Everbridge, etc.)

Monitoring, Observability & Alerting Strategy

- Architect and implement enterprise-wide observability solutions across metrics, logs, traces, and events
- Define alerting standards aligned with operational priorities and SLAs
- Partner with engineering and operations teams to improve signal-to-noise ratio and reduce alert fatigue

Automation & Orchestration (ITOM + Runbook Automation)

- Develop and maintain automation workflows leveraging:
- ServiceNow Flow Designer / IntegrationHub
- Scripting (PowerShell, Python, Bash)
- Implement auto-remediation and runbook automation to reduce manual operational effort
- Integrate monitoring and event platforms with Incident, Problem, and Change Management workflows

Security & Compliance

- Support the design and implementation of the Information Systems Security model across:
- Mainframe, midrange, distributed (x86/x64), cloud, mobile, and endpoint devices
- Ensure monitoring platforms align with security, audit, and compliance requirements including but, not limited to password rotation and certificate management
- Partner with all UTG product teams to integrate event monitoring (SIEM) and observability platforms in support of their business systems and services

Continuous Improvement & Engineering Excellence

- Identify and implement technologies and processes to improve reliability, efficiency and availability
- Drive adoption of AIOps, automation-first practices, and SRE-aligned principles




- Utilize standardized tools and methodologies for assignments of moderate risk, complexity, and impact

Qualifications

Required / Preferred

- Bachelor’s Degree (or international equivalent) in Computer Science or a related field – Preferred
- Experience managing projects, including planning, coordination, and execution across cross-functional teams
- Experience in directly managing vendor relationships in terms of support, maintenance, etc.

Technical Skills

- Strong experience with ServiceNow ITOM, including Event Management, Discovery, Service Mapping, and Integration Hub
- Familiarity with AIOps concepts and platforms (event correlation, anomaly detection, ML-driven insights)
- Experience with monitoring/observability tools: Opsview, Netcool/Omnibus, Snare, Broadcom DX APM SaaS, Dynatrace, ITNM, SNMP, CA APM, Everbridge, etc.
- Scripting/programming (Python, PowerShell, Bash)
- Experience with APIs and integration between observability platforms, collaboration tools and ITSM toolsets

Infrastructure & Platform Knowledge

- Experience supporting hybrid enterprise environments:
- Mainframe, midrange, distributed systems (x86/VM), and cloud
- Familiarity with cloud platforms (Azure, AWS, GCP preferred)

Process & Operational Excellence

- Strong understanding of ITIL processes (Incident, Problem, Change)
- Experience integrating monitoring platforms with ServiceNow ITSM workflows
- Exposure to SRE, DevOps, and automation-driven operations models

Soft Skills

- Robust analytical and systems thinking capabilities
- Ability to translate operational needs into technical solutions
- Effective collaboration across I.S., engineering, and business teams
- Continuous improvement mindset with focus on automation and resilience

Key Success Metrics

- Reduction in event noise and alert fatigue through ServiceNow Event Management integration and optimization
- Increased automation coverage and auto-remediation rates
- Improved system availability, performance, and resiliency across platforms

📌 ServiceNow ITOM (Bengaluru)
🏢 JMD Technologies
📍 Bengaluru