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.

Key skills/competency

• ServiceNow ITOM
• Event Management
• AIOps
• Observability
• JavaScript
• Shell Scripting
• RHEL/CentOS
• MySQL
• REST APIs
• IT Operations