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.