ServiceNow ITOM (IT Operations Management) Specialist

at  Capgemini Zcomme

The Role
Responsibilities: - Configure and customize ServiceNow ITOM modules, including Discovery, Service Mapping, Event Management, and Cloud Management, to support IT operations automation and optimization. - Implement and maintain ServiceNow Discovery to automatically discover and map IT infrastructure components, dependencies, and relationships across on-premises and cloud environments. - Design and deploy ServiceNow Service Mapping solutions to create dynamic maps of business services and their underlying infrastructure, enabling visibility and impact analysis. - Configure and manage ServiceNow Event Management to consolidate and correlate IT events from multiple sources, and automate event filtering, prioritization, and remediation workflows. - Integrate ServiceNow ITOM modules with third-party monitoring and management tools, including network monitoring systems, cloud monitoring platforms, and configuration management databases (CMDBs). - Develop and maintain ServiceNow Event Management policies, rules, and event correlation rulesets to improve event noise reduction, root cause analysis, and incident response times. - Implement ServiceNow Cloud Management capabilities to manage and optimize cloud resources, monitor cloud spend, and enforce cloud governance policies across hybrid and multi-cloud environments. - Collaborate with cross-functional teams to define and implement IT operations automation initiatives, including runbook automation, orchestration workflows, and event-driven automation. - Provide technical support and troubleshooting assistance to IT operations teams for ServiceNow ITOM-related issues, including configuration, integration, and performance optimization. - Conduct knowledge transfer sessions and provide training to IT operations teams on ServiceNow ITOM functionality, best practices, and usage guidelines. - Document ServiceNow ITOM configurations, procedures, and best practices, and contribute to the development of IT operations documentation and knowledge bases. - Stay updated on ServiceNow platform updates, new features, and industry best practices related to IT operations management, and lead the adoption of new technologies and methodologies.
Requirements
Requirements: - Bachelor’s degree in Computer Science, Information Technology, or related field. - 6-8 years of experience working with ServiceNow ITOM modules in a corporate IT environment, with a focus on configuration, customization, and administration. - Strong proficiency in ServiceNow Discovery, Service Mapping, Event Management, and Cloud Management modules, including configuration, integration, and troubleshooting. - Experience with ServiceNow CMDB configuration and management, including data normalization, reconciliation, and CI relationships. - Knowledge of IT operations management concepts and best practices, including ITIL processes, event management, incident management, and change management. - Experience integrating ServiceNow ITOM modules with third-party monitoring and management tools such as Nagios, SolarWinds, Splunk, or AWS CloudWatch. - Proficiency in scripting languages such as JavaScript, PowerShell, or Python for automation and customization of ServiceNow ITOM workflows and processes. - Excellent analytical and problem-solving skills, with the ability to analyze complex IT infrastructure environments and design effective ITOM solutions. - Strong communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and stakeholders at all levels. - ServiceNow Certified Implementation Specialist (CIS) certifications in relevant ITOM modules (e.g., CIS-Discovery, CIS-Event Management) are highly desirable. - Eagerness to learn and adapt to new technologies and methodologies, and a passion for continuous improvement and innovation in IT operations management practices.
About the company
Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of 350,000 team members in more than 50 countries. With its strong 55-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fueled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. The Group reported in 2022 global revenues of 22 billion

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