Infosys—CISNGE - ITOM Event Management Engineer

Job description

Description: Key Responsibilities • Implementation and optimization of ServiceNow Event Management, including Event Rules, Alert Rules, Impact Mapping, and CMDB integrations. • Design and maintain integrations with event sources (e.g., Dynatrace, Microsoft SCOM, etc.) using MID Servers, APIs, and connectors. • Develop and refine alert correlation logic and actionable notifications to support IT operations. • Collaborate with Incident, Problem, and Change Management teams to ensure seamless process alignment. • Establish monitoring dashboards, KPIs, and reporting for event and alert management. • Drive the adoption of Service Operations Workspace and enhance user experience. • Support automation of event response using ServiceNow Orchestration and playbooks. • Provide SME-level support, troubleshooting, and continuous improvement of the Event Management capability. • Ensure alignment with ITOM, AIOps, and CMDB strategies for holistic IT visibility. • Maintain documentation, including architecture diagrams, knowledge articles, and SOPs. • Strong knowledge of integrating monitoring tools (e.g., Dynatrace, SCOM) with ServiceNow. • Solid understanding of CMDB data model and Service Mapping concepts. • Experience with MID Server configuration and troubleshooting. • Proficiency in ServiceNow components: Event Rules, Alert Rules, Impact Mapping, Service Operations Workspace. • Familiarity with ITIL processes (Incident, Problem, Change, CMDB). • Strong analytical and problem-solving skills. • Excellent communication and stakeholder management abilities. • ServiceNow Certified Implementation Specialist (CIS) - Event Management. • Experience with AIOps, Predictive Intelligence, and automated remediation workflows. • Knowledge of automation and orchestration tools (e.g., Flow Designer, IntegrationHub, PowerShell scripts). • Experience in large-scale enterprise environments with complex IT ecosystems. Responsibilities: Key Responsibilities • Implementation and optimization of ServiceNow Event Management, including Event Rules, Alert Rules, Impact Mapping, and CMDB integrations. • Design and maintain integrations with event sources (e.g., Dynatrace, Microsoft SCOM, etc.) using MID Servers, APIs, and connectors. • Develop and refine alert correlation logic and actionable notifications to support IT operations. • Collaborate with Incident, Problem, and Change Management teams to ensure seamless process alignment. • Establish monitoring dashboards, KPIs, and reporting for event and alert management. • Drive the adoption of Service Operations Workspace and enhance user experience. • Support automation of event response using ServiceNow Orchestration and playbooks. • Provide SME-level support, troubleshooting, and continuous improvement of the Event Management capability. • Ensure alignment with ITOM, AIOps, and CMDB strategies for holistic IT visibility. • Maintain documentation, including architecture diagrams, knowledge articles, and SOPs. • Strong knowledge of integrating monitoring tools (e.g., Dynatrace, SCOM) with ServiceNow. • Solid understanding of CMDB data model and Service Mapping concepts. • Experience with MID Server configuration and troubleshooting. • Proficiency in ServiceNow components: Event Rules, Alert Rules, Impact Mapping, Service Operations Workspace. • Familiarity with ITIL processes (Incident, Problem, Change, CMDB). • Strong analytical and problem-solving skills. • Excellent communication and stakeholder management abilities. • ServiceNow Certified Implementation Specialist (CIS) - Event Management. • Experience with AIOps, Predictive Intelligence, and automated remediation workflows. • Knowledge of automation and orchestration tools (e.g., Flow Designer, IntegrationHub, PowerShell scripts). • Experience in large-scale enterprise environments with complex IT ecosystems. Skills: Required Skill: Servicenow ITOM