Job Description

Role Purpose

The purpose of this role is to resolve high-priority incidents through advanced troubleshooting, ensure SLA compliance, analyse system performance trends, and create mitigation measures by collaborating with internal and external stakeholders.

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Role: ServiceNow ITOM Event Management Solution Designer and Developer ( 9 - 14yrs

Role Description
Responsible for designing, enhancing, and evolving Event Management solutions within an existing ServiceNow ITOM environment, with focus on solutioning, technical design, and implementation guidance. This role requires strong understanding of monitoring and observability requirements, translating them into effective event and alert management designs, and supporting onboarding, standardization, transitions, modernization, and migrations across enterprise environments.

Core Skills & Experience

• Strong understanding of the ServiceNow ITOM space and how Event Management module fits within the broader operational ecosystem.
• Good knowledge of the ServiceNow platform/framework, including relevant data model awareness, integrations, APIs, workflows, and platform capabilities required for ITOM Event management solution delivery.
• Good awareness of other ServiceNow capabilities/modules that help deliver Event Management outcomes, including ITSM, CMDB, Service Mapping, Discovery, and health-related capabilities.
• Strong understanding of Event Management and alerting concepts including event ingestion, normalization, deduplication, correlation, enrichment, alert lifecycle, noise reduction, and incident generation.
• Good understanding of service health relationships and business impact visibility, and how alerts/events contribute to prioritization and operational response.
• Awareness of self-remediation and automation-led operational improvement use cases within Event Management and observability solutions.
• Good understanding of the role of AIOps in improving alerting and Event Management outcomes through anomaly detection, intelligent correlation, noise reduction, analytics, and operational insights.
• Strong solution design and consulting capability, with the ability to convert business, operational, and support requirements into scalable technical solutions in existing enterprise environments.
• Experience in enhancement, transition, migration, modernization, and onboarding scenarios, with ability to define standards, patterns, and future-ready integration approaches.
• Strong developer-oriented understanding of ServiceNow ITOM Event Management, with hands-on experience or solid working knowledge of scripting, JavaScript, integration APIs, Transform Maps, MID Server integrations, workflow / Flow Designer logic, and automation patterns relevant to solution delivery.
• Strong awareness of how monitoring works across infrastructure, platforms, applications, cloud, and telemetry sources, and how these integrate into Event Management.
• Awareness and understanding of modern observability topics and market direction, such as metrics, logs, traces, OpenTelemetry-based telemetry, and broader observability-driven operations.
• Strong communication, collaboration, and stakeholder management skills, with ability to work effectively across architecture, engineering, product, operations, and support teams.

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