Job Summary

We are seeking an experienced ServiceNow AIOps & ITOM Architect / Lead Engineer to design, implement, and optimize intelligent operations solutions using the ServiceNow platform. The ideal candidate will possess deep expertise in ServiceNow AIOps, ITOM, Event Management, Health Log Analytics, Metric Intelligence, and Orchestration, with a strong understanding of cloud technologies, monitoring integrations, automation, and IT service management processes.

Key Responsibilities

ServiceNow AIOps & ITOM Design and implement ServiceNow AIOps solutions leveraging: Event Management Health Log Analytics (HLA) Metric Intelligence (MI) Agent Client Collector (ACC) Machine Learning-based anomaly detection Configure and optimize event correlation, alert suppression, noise reduction, and service impact models. Develop service health dashboards, operational insights, and executive reporting views. Create service maps and maintain accurate service dependency models. Monitoring & Integrations Integrate enterprise monitoring tools with ServiceNow using: Out-of-the-Box (OOTB) Connectors REST APIs SNMP Traps Web Services and Custom Integrations Define data ingestion architecture and monitoring frameworks. Ensure high-quality event and metric data collection for effective AIOps outcomes. Automation & Orchestration Design ServiceNow Orchestration workflows and automation packs. Identify and implement automated remediation use cases for recurring operational incidents. Develop self-healing workflows to reduce manual intervention and improve MTTR. Collaborate with infrastructure and operations teams to build end-to-end automation solutions. Architecture & Solution Design Design end-to-end AIOps architecture, data flows, service health models, and operational dashboards. Conduct solution assessments, architecture reviews, and capacity planning exercises. Define best practices, governance standards, and implementation frameworks. Client Engagement & Delivery Lead client workshops, requirement gathering sessions, and technical discussions. Prepare solution documents, design specifications, test plans, and operational runbooks. Support testing, deployment activities, and knowledge transfer sessions. Act as a trusted advisor for ServiceNow ITOM and AIOps transformation initiatives.

Skill Requirements

ServiceNow 6+ years of ServiceNow experience with strong expertise in ITOM technologies. Hands-on experience with: ServiceNow Event Management Health Log Analytics (HLA) Metric Intelligence (MI) Agent Client Collector (ACC) Discovery and Service Mapping Predictive AIOps and Machine Learning capabilities Flow Designer and Orchestration Technical Skills Strong experience integrating monitoring platforms with ServiceNow. Expertise in: REST APIs SNMP Web Services Event-driven architectures Strong understanding of alert management, correlation logic, event noise reduction, and service impact analysis. Scripting & Automation Proficiency in ServiceNow JavaScript scripting. Working knowledge of: Python PowerShell Shell Scripting Experience developing automation and remediation workflows. Cloud & Infrastructure Strong understanding of: AWS Microsoft Azure Google Cloud Platform (GCP) Knowledge of modern monitoring and observability practices. Understanding of infrastructure operations, cloud-native services, and DevOps methodologies.

Other Requirements

Strong knowledge of ITIL processes and operational best practices. Experience working with Incident, Problem, Change, and Event Management processes.

Job Description : Role Overview\\\\r\\\\n\\\\r\\\\nWe are seeking an experienced ServiceNow AIOps & ITOM Architect / Lead Engineer to design, implement, and optimize intelligent operations solutions using the ServiceNow platform. The ideal candidate will possess deep expertise in ServiceNow AIOps, ITOM, Event Management, Health Log Analytics, Metric Intelligence, and Orchestration, with a strong understanding of cloud technologies, monitoring integrations, automation, and IT service management processes.\\\\r\\\\n\\\\r\\\\nThe role involves working closely with clients, operations teams, cloud engineers, and DevOps teams to deliver proactive monitoring, automated remediation, and service reliability solutions that drive operational efficiency and business outcomes.\\\\r\\\\n\\\\r\\\\nKey Responsibilities\\\\r\\\\nServiceNow AIOps & ITOM\\\\r\\\\nDesign and implement ServiceNow AIOps solutions leveraging:\\\\r\\\\nEvent Management\\\\r\\\\nHealth Log Analytics (HLA)\\\\r\\\\nMetric Intelligence (MI)\\\\r\\\\nAgent Client Collector (ACC)\\\\r\\\\nMachine Learning-based anomaly detection\\\\r\\\\nConfigure and optimize event correlation, alert suppression, noise reduction, and service impact models.\\\\r\\\\nDevelop service health dashboards, operational insights, and executive reporting views.\\\\r\\\\nCreate service maps and maintain accurate service dependency models.\\\\r\\\\nMonitoring & Integrations\\\\r\\\\nIntegrate enterprise monitoring tools with ServiceNow using:\\\\r\\\\nOut-of-the-Box (OOTB) Connectors\\\\r\\\\nREST APIs\\\\r\\\\nSNMP Traps\\\\r\\\\nWeb Services and Custom Integrations\\\\r\\\\nDefine data ingestion architecture and monitoring frameworks.\\\\r\\\\nEnsure high-quality event and metric data collection for effective AIOps outcomes.\\\\r\\\\nAutomation & Orchestration\\\\r\\\\nDesign ServiceNow Orchestration workflows and automation packs.\\\\r\\\\nIdentify and implement automated remediation use cases for recurring operational incidents.\\\\r\\\\nDevelop self-healing workflows to reduce manual intervention and improve MTTR.\\\\r\\\\nCollaborate with infrastructure and operations teams to build end-to-end automation solutions.\\\\r\\\\nArchitecture & Solution Design\\\\r\\\\nDesign end-to-end AIOps architecture, data flows, service health models, and operational dashboards.\\\\r\\\\nConduct solution assessments, architecture reviews, and capacity planning exercises.\\\\r\\\\nDefine best practices, governance standards, and implementation frameworks.\\\\r\\\\nClient Engagement & Delivery\\\\r\\\\nLead client workshops, requirement gathering sessions, and technical discussions.\\\\r\\\\nPrepare solution documents, design specifications, test plans, and operational runbooks.\\\\r\\\\nSupport testing, deployment activities, and knowledge transfer sessions.\\\\r\\\\nAct as a trusted advisor for ServiceNow ITOM and AIOps transformation initiatives.\\\\r\\\\nRequired Skills & Experience\\\\r\\\\nServiceNow\\\\r\\\\n6+ years of ServiceNow experience with strong expertise in ITOM technologies.\\\\r\\\\nHands-on experience with:\\\\r\\\\nServiceNow Event Management\\\\r\\\\nHealth