ITSM-Servicenow

Position: ITSM-Servicenow

Location: San Jose CA ***Day 1 Onsite***

Duration: 1 Years

JD

Key Responsibilities - Monitoring Central Dashboard Disaster Recovery ServiceNow KPI/SLA AIOps Process Improvement

Monitoring & Central Dashboard

- Lead the design and implementation of enterprise-wide monitoring solutions for infrastructure and applications.

- Architect centralized dashboards for real-time visibility into system health performance and alerts using AIOps platforms.

- Ensure proactive incident detection and resolution through event monitoring systems and technical staff interventions.

Disaster Recovery

- Own the disaster recovery strategy and execution across business-critical systems.

- Conduct risk assessments DR drills and ensure alignment with business continuity objectives and compliance standards.

- Collaborate with IT and business units to ensure recovery plans are aligned and tested regularly.

ServiceNow & ITSM

- Oversee ServiceNow modules including Incident Problem Change and Request Management.

- Ensure all incidents are logged categorized and prioritized in ServiceNow with complete lifecycle documentation.

- Integrate email-based incident creation and automate workflows for faster resolution.

KPI/SLA Governance

- Define and track KPIs and SLAs across IT operations and service areas.

- Generate regular reports for stakeholders and ensure SLA adherence especially for P1/P2 incidents.

- Lead governance meetings (CCB-CMT DSR) and bridge calls for critical incidents.

AIOps & Automation

- Drive AIOps initiatives to automate root cause analysis anomaly detection and predictive maintenance.

- Collaborate with cross-functional teams to implement AI-driven insights into operational workflows.

- Support continuous improvement through digitization and transformation programs.

Process Improvement

- Optimize ITIL-aligned processes for Incident Problem and Change Management.

- Maintain comprehensive documentation for IT processes and workflows.

- Implement quality control measures to reduce error rates and backlog tickets.

Required Skills

- 10 years in IT operations and infrastructure support.

- Hands-on experience with ServiceNow monitoring tools (e.g. Moogsoft SolarWinds Dynatrace) and DR technologies.

- Strong understanding of ITIL processes SLA governance and AIOps platforms.

- Proficiency in automation scripting (PowerShell Python) and dashboarding tools.

- Excellent communication and stakeholder management skills.