AIOps & ServiceNow Integration Engineer

Our client's monitoring tools turn a single failure into dozens of separate tickets. We're building an AI incident-intelligence layer over their Zabbix and ServiceNow stack that:

• Correlates alerts into one parent incident
• Drafts root-cause analysis automatically
• Automates access revocation for leavers

All of this is built without replacing any tool they already own.

What You'll Do

• Integrate Zabbix and other monitoring feeds into ServiceNow using webhooks, REST and syslog adapters
• Configure ServiceNow Event Management correlation rules and maintain CMDB service relationships (cmdb_rel_ci)
• Build and run n8n workflows for deduplication, alert suppression, ticket creation and self-healing playbooks
• Build a fail-safe path so alerts reach ServiceNow directly if the correlation layer goes down
• Deploy the RAG pipeline that drafts root-cause analysis from historical incident notes
• Automate Joiner-Mover-Leaver (JML) access revocation across Okta / Entra ID and downstream apps
• Implement approval gates in Teams or Slack for any destructive automated action
• Measure ticket-noise reduction, MTTI and false-positive rates using real client data
• Serve as the daily technical point of contact for the client's SRE, ServiceNow and IAM teams, and share a daily progress update

Must-Have Skills

ServiceNow depth and integration experience are non-negotiable. The AI layer can be learned on the job if the rest is strong.

• ServiceNow: 2+ years hands-on with ITOM or Event Management, the CMDB data model (cmdb_ci, cmdb_rel_ci), Table API and Scripted REST APIs. You have built alert correlation or event rules, not just used them.
• Monitoring: Production experience with Zabbix, plus at least one of Datadog, Dynatrace, Splunk or ELK (triggers, webhooks, alert payloads)
• Integration: REST, webhooks, OAuth2 and JSON schema mapping. Comfortable reading a vendor API doc and shipping an adapter in a day.
• Python: Production scripting and services (Node.js is a plus)
• Workflow Automation: n8n (self-hosted) or a comparable tool such as ServiceNow Flow Designer or Node-RED
• Data: SQL and PostgreSQL; working knowledge of Redis or Valkey queues
• Containers & DevOps: Docker, basic Kubernetes or Helm, Linux administration, Git with Conventional Commits
• SRE Mindset: You've been on call and understand MTTI, MTTR, cascading failures, and why over-suppression is dangerous

Good-to-Have Skills

• AI / LLM: LangChain or LangGraph, RAG pipelines, pgvector embeddings; Azure OpenAI or self-hosted LLMs (vLLM, Ollama)
• Identity: Okta or Entra ID APIs, SCIM, Workday or SuccessFactors webhooks, JML automation
• Logs & Observability: ClickHouse or Elasticsearch for log retention and querying; Dynatrace Smartscape or Datadog APM with ServiceNow Service Graph Connectors
• Dashboards: Grafana, Kibana or Power BI
• Infrastructure as Code: Ansible or Terraform for remediation playbooks
• ChatOps: Teams or Slack interactive cards with SSO / AD group checks
• Certifications: ServiceNow CSA, CIS-Event Management or CIS-Discovery
• Experience: Prior onsite delivery at a large Indian enterprise or manufacturing group