Job Summary (List Format):
- Administer and operate ServiceNow ITOM Discovery, Service Mapping, and CMDB to maintain data quality and operational readiness.
- Create, maintain, and improve Application Service Maps in ServiceNow; automate service mapping where feasible.
- Enhance reporting and impact analysis using CMDB and service mapping data, focusing on relationships between CIs, applications, and ownership.
- Provide operational support for ServiceNow ITOM administration, including monitoring, incident response, and request fulfillment.
- Collaborate with client stakeholders and technical teams to drive improvements and manage day-to-day administration of CMDB and mapping.
- Support a large-scale CMDB and service mapping environment, ensuring mapping maturity and data accuracy for millions of CIs and thousands of applications.
- Deliver 24x7 operational coverage, including after-hours and holiday support as required.
- Monitor hybrid cloud applications/infrastructure using tools like Dynatrace, Grafana, and Azure Monitor; tune dashboards, baselines, and alerts.
- Serve as Incident Coordinator for triage and major incidents; run bridge calls, document actions, and support post-incident reviews (PIRs).
- Drive rapid incident detection and escalation, supporting root cause analysis and incident communications.
- Develop and maintain SOPs, knowledge articles, and known error documentation to improve L1 support and operational effectiveness.
- Identify repetitive issues and automate solutions using scripting (PowerShell, Python, Bash).
- Track and report on operational KPIs such as MTTD/MTTR, ticket volumes, change validations, and incidents avoided.
- Provide escalation support, mentoring junior engineers and Tier 1/2 teams.
- Demonstrate excellent communication skills for documentation, incident reporting, and stakeholder updates.
- Ability to travel up to 10% as required by client or project needs.
Required Experience/Skills:
- 8+ years in IT operations, incident management, or application support in a 24/7 environment.
- Hands-on experience with observability/monitoring tools (Dynatrace, Grafana, Azure Monitor).
- Experience with major incident resolution and ITSM workflows, especially ServiceNow.
- Strong scripting/automation skills (PowerShell, Python, Bash).
- Bachelorโs degree in a related field or equivalent experience.