ITOM Administrator (Event Management) - ITOC Operator + EM Admin

Job description

**The Role** - Operate and enhance ServiceNow **Event Management** for a high-performing ITOC function. - Improve alert quality through correlation, dedup, noise reduction, and AI-assisted triage. **Key Responsibilities** **Event Management Operations (ITOC)** - Monitor event and alert queues; perform triage and escalation. - Ensure operational runbooks for: - alert acknowledgement - assignment - resolution feedback loops **Event Management Engineering Optimization** - Configure and maintain: - event rules, alert aggregation, correlation policies - routing logic, alert enrichment, CI/service association - Integrate monitoring tools: - build/maintain connectors and ingestion patterns - ensure correct mapping to CI/services **Noise Reduction Service Impact** - Continuously tune event ingestion: - deduplication, suppression windows, threshold controls - Improve actionability: - attach CI context, owners, service impact, runbook links **AI / Agentic Expectations** - Use AI-assisted ops patterns to: - identify alert storms and clusters - suggest correlation improvements - auto-enrich alerts with context (CI/service ownership, recent changes) - Support agentic automations: - automated remediation workflows (with approvals/guardrails) - self-healing triggers for common repeated events **What you'll Bring** - 5-7 Years of Strong ServiceNow Event Management knowledge (alert lifecycle + correlation). - Experience integrating enterprise monitoring tools with ServiceNow. - Understanding of CMDB linkage importance for impact and routing. - Working knowledge of MID Server and ingestion troubleshooting. **Nice-to-have** - Exposure to AIOps concepts, anomaly detection, and predictive monitoring patterns. - Service Mapping awareness to improve service impact views. **Success Measures** - Reduced noise (measurable reduction in duplicate/non-actionable alerts). - Faster MTT(A)/MTTR improvements due to better enrichment and routing. - Stable ingestion and fewer false positives with tuned correlation.