ServiceNow ITOM Event Management Solution Designer

The purpose of this role is to resolve high-priority incidents through advanced troubleshooting, ensure SLA compliance, analyse system performance trends, and create mitigation measures by collaborating with internal and external stakeholders.

Areas of responsibility

Triaging and resolution of tickets-Provide resolution to high priority incident (P2) tickets, performing advanced troubleshooting and root cause analysis to ensure timely closure.

SLA Monitoring-Ensure SLA compliance for assigned technology areas and ensure proactive escalation management.

Performance tuning and optimization-Analyse system performance data, coordinate findings on system behaviour, and support capacity planning initiatives to enhance overall system efficiency.

Perform system Improvements-Create mitigation measures to evaluate new tools or improvements by collaborating with technical teams.

Handling disaster recovery-Perform security assessments and recovery drills, and implement necessary controls to ensure compliance with established security standards.

Reporting and stakeholder engagement-Participate in weekly and monthly service review meetings, provide updates on performance and issues, and support stakeholder communication to ensure transparency and service alignment.

Team Management-Collaborate with team members to resolve open tickets and service requests.

Knowledge base and continuous learning Contribute to updating SOPs, knowledge articles and maintaining the knowledge repository for the purpose of future ticket resolution.

Role: ServiceNow ITOM Event Management Solution Designer and Developer

Role Description
Responsible for designing, enhancing, and evolving Event Management solutions within an existing ServiceNow ITOM environment, with focus on solutioning, technical design, and implementation guidance. This role requires strong understanding of monitoring and observability requirements, translating them into effective event and alert management designs, and supporting onboarding, standardization, transitions, modernization, and migrations across enterprise environments.

Core Skills & Experience

Mandatory Skills: ServiceNow - Event Management .

Experience: 5-8 Years .