About the role
About Ensono
Ensono is an expert technology adviser and managed service provider. As a relentless ally, we accelerate clients’ digital transformation to achieve business outcomes that stand to last. Our dedicated team helps organizations optimize today’s systems across any hybrid environment with services such as consulting, mainframe and application modernization, public cloud migration and cloud-native development. With certified experts in AWS, Azure and Google Cloud and recognized as Microsoft Datacenter Transformation Partner of the Year, Ensono has over 3500+ associates globally and is headquartered in greater Chicago.
We care about your success, offering comprehensive strategic and managed services for mission-critical applications. Our Advisory and Consulting services can help upfront with an application strategy or find the right places for your applications – whether it’s public, multi or hybrid cloud, or mainframe. And because we span across all mission-critical platforms, we can meet you wherever you are in your digital transformation journey, with 24/7 support when you need it. We are your relentless ally, flexing with you when challenges emerge so you don’t feel stuck in place. With cross-platform certifications and decades of experience, our technology experts have become an extension of your team so you’re continuously innovating – doing more with less while remaining secure. And that’s just the beginning.
Role Summary
The ServiceNow ITOM SME (Event Management) will be responsible for designing, implementing, administering, and optimizing the ServiceNow Event Management platform to enable proactive monitoring, alert correlation, incident reduction, and improved operational visibility. The role requires strong expertise in Event Management, CMDB, Discovery, Service Mapping, integrations, and IT Operations Management best practices.
Roles and Responsibilities
- Play a key role in the development and enhancement of the ServiceNow platform with a primary focus on the ITOM Event Management module.
- Design, implement, configure, and maintain ServiceNow Event Management solutions across enterprise environments.
- Configure and manage:
- Event Rules
- Alert Correlation Rules
- Alert Management Rules
- Develop and maintain integrations with various monitoring tools.
- Configure Event Management dashboards, health dashboards, KPIs, and reporting capabilities.
- Implement and optimize Alert Correlation and Root Cause Analysis (RCA) capabilities.
- Work closely with Discovery team to ensure accurate CI relationships for event impact analysis.
- Monitor event ingestion, processing, and alert generation performance to ensure platform stability.
- Analyze and troubleshoot Event Management issues, event processing failures, and alert generation anomalies.
- Design and implement automated remediation workflows using:
- Flow Designer
- Integration Hub
- Orchestration
- Scripted Actions
- Support Event Management deployments, upgrades, testing, and production implementations.
- Collaborate with stakeholders to understand monitoring requirements and translate them into Event Management solutions.
- Provide guidance and recommendations on ServiceNow ITOM and Event Management best practices.
- Participate in architecture discussions and ensure alignment with enterprise monitoring strategies.
- Create technical documentation, operational procedures, knowledge articles, and implementation guides.
- Support Incident, Problem, Change, and Major Incident Management processes through Event Management integrations.
Required Skills and Experience
- 6+ years of experience with the ServiceNow ITOM Event Management.
- Strong understanding of:
- Event Management
- Alert Management
- Discovery
- Service Mapping
- CMDB
- Health Log Analytics
- Operational Intelligence
- Experience configuring:
- Event Rules
- Alert Correlation Rules
- Event Connectors
- Alert Management Workflows
- Automated Remediation Processes
- Experience integrating third-party monitoring and observability platforms with ServiceNow.
- Strong understanding of event lifecycle, alert lifecycle, and incident creation workflows.
- Hands-on experience with ServiceNow MID Server configuration and troubleshooting.
- Experience with JavaScript, Glide APIs, Script Includes, Business Rules, Client Scripts, and Flow Designer.
- Ability to troubleshoot complex Event Management and infrastructure monitoring issues.
- Experience with ServiceNow upgrades, patching, and platform administration.
- Strong verbal and written communication skills.
Preferred Qualifications
- Bachelor’s degree in computer science, Information Technology, Engineering, or a related field.
- ITIL Foundation Certification.
- ServiceNow ITOM certifications preferred.
- Experience leading enterprise-scale Event Management implementations and operational support engagements.
Shift Timings: 1:30 PM to 10:30 PM IST
We are an equal opportunity employer. All qualified applicants will be considered for employment without regard to caste, colour, creed, religion, gender, gender identity, sexual orientation, age, disability, HIV status, or any other status protected by law. Candidates with disabilities who require accommodations during the recruitment process are encouraged to contact our Talent Acquisition team to place a request.