Job Description

* Lead the design, implementation, and continuous optimization of enterprise-grade ITOM and AIOps solutions with a strong focus on ServiceNow CMDB, Event Management, Discovery, Service Mapping, and CSDM compliance. Serve as the primary technical authority for all AIOps, automation, and observability discussions while driving strategic alignment with business objectives.
* Architect and maintain a highly accurate, governed CMDB with complete CI relationships, service maps, and CSDM adherence; perform ongoing health remediation to eliminate stale, duplicate, and orphaned records. Integrate and orchestrate leading observability platforms including Dynatrace, SolarWinds, AlertSite, LiveNX, ELK, and CloudWatch into ServiceNow ITOM for end-to-end visibility across hybrid environments.
* Identify automation opportunities, develop and deploy workflows/scripts, and implement advanced AIOps capabilities such as anomaly detection, predictive analytics, event correlation, noise reduction, and automated root cause analysis. Fine-tune event thresholds, ingestion pipelines, and alerting rules in collaboration with cross-functional teams to reduce MTTR and prevent incidents.
* Define and execute the enterprise AIOps and automation roadmap, evaluate emerging tools/technologies, and recommend solutions that deliver measurable ROI. Establish governance frameworks, security controls, and compliance standards for all automated processes and AI-driven decisions.
* Provide hands-on leadership in data normalization, correlation, and enrichment from logs, metrics, and events across the tool ecosystem. Deliver training, enablement sessions, and knowledge transfer to build internal automation capabilities. Track weekly/monthly KPIs, produce performance reports, and demonstrate value through reduced incidents, faster resolution, and operational efficiency gains.

Requirements:
* 7+ years of hands-on ITOM architecture experience, preferably with ServiceNow
* Expert-level knowledge of ServiceNow CMDB, Discovery, Service Mapping, Event Management, and CSDM 4.0+
* Proven integration experience with Dynatrace, SolarWinds, AlertSite, and other observability tools
* Strong ITIL/ITSM foundation with practical exposure to Change and Incident Management
* ServiceNow and/or observability tool certifications highly preferred
* Excellent communication, stakeholder management, and strategic roadmap presentation skills

Good to Have:
* Experience with AIOps platforms, machine learning for IT operations, and predictive analytics
* Scripting/automation skills (Python, PowerShell, Ansible, etc.)
* Prior consulting or client-facing architecture experience

Skills Required

• Ansible
• Powershell
• Python