Itech Enterprises
Website:
itechenterprise.com
Job details:
Key Responsibilities
• Build and maintain business and application services aligned to CSDM standards
• Execute Service Mapping (top-down and pattern-based), including pattern tuning and troubleshooting
• Configure and enhance Event Management, including:
o Event rules and correlation
o Alert enrichment and routing
o Incident creation policies
• Continuously improve event quality and noise reduction through tuning and optimization
• Ensure accurate CI relationships, bindings, and CMDB data integrity
• Develop and maintain automation workflows related to incidents, events, and operational processes
• Support integration and data flow from observability tools (e.g., Dynatrace, Splunk, etc.)
• Create and maintain technical documentation, runbooks, and SOPs
• Collaborate with architects and stakeholders to execute against a prioritized backlog and roadmap
Ongoing Focus Areas
• Expand service coverage (~5–10 services per month)
• Improve event correlation accuracy and reduce alert noise
• Enhance operator workflows and incident response automation
• Support gradual introduction and expansion of AIOps capabilities
• Contribute to CMDB health and CSDM alignment efforts
Required Qualifications
• 5+ years of ServiceNow development experience
• Strong hands-on experience with:
o ServiceNow ITOM (Discovery, Service Mapping, Event Management)
o CMDB and CSDM data models
o Flow Designer, Business Rules, Script Includes, and integrations
• Experience working with event-driven architectures and observability integrations
• Strong troubleshooting skills across Service Mapping and Event Management
• Ability to work independently in an offshore delivery model with minimal supervision
Preferred Qualifications
• ServiceNow certifications (CSA, CIS-ITOM, CAD)
• Experience with AIOps / ITOM Health
• Familiarity with cloud platforms (AWS, Azure)
• Experience working in Agile or continuous delivery environments
Success Metrics
• Increase in % of services modeled and mapped over time
• Improvement in event-to-CI/service binding accuracy
• Reduction in alert noise and duplicate incidents
• Improved MTTA / MTTR through workflow and event optimization
• Consistent backlog delivery and feature completion
Key Competencies
• Strong hands-on development and configuration skills
• Attention to detail and data quality
• Continuous improvement mindset
• Ability to translate requirements into working solutions
• Effective collaboration with distributed teams
Work Model
• Offshore role with required overlap with US business hours
• Long-term / ongoing engagement
• Embedded within a cross-functional ITOM delivery team
What Makes This Role Different
• Focus on execution and continuous value delivery, not just initial implementation
• Direct ownership of platform improvements and operational outcomes
- • Opportunity to work across Service Mapping, Event Management, and AIOps evolution
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