Production Support Delivery Lead (ServiceNow ITOM & AIOps) – InnovaziT (A Happiest Minds company)

Role Summary:

Production Support Delivery Lead: experience with servicenow, possibly engineering and delivery background, experience in agile methodologies, especially Kanban 

The ServiceNow ITOM & AIOps Administrator is responsible for managing and optimizing the ServiceNow platform’s IT Operations Management (ITOM) and Artificial Intelligence for IT Operations (AIOps) modules. This role ensures proactive monitoring, intelligent event correlation, and automation across hybrid IT environments to enhance service reliability and operational efficiency.

Key Responsibilities:

ITOM Administration:

1. Configure and maintain ITOM modules: Discovery, Service Mapping, Event Management, and Orchestration.
2. Ensure accurate population and maintenance of the CMDB.
3. Develop and maintain service maps for critical business applications.
4. Integrate monitoring tools and automate workflows using Orchestration and Flow Designer.

AIOps Enablement:

1. Implement and manage Event Correlation, Root Cause Analysis, and Predictive Insights.
2. Leverage Log Analytics, Health Monitoring, and Service Reliability Management.
3. Use ServiceNow’s Now Assist for ITOM to enhance observability and incident response 

Platform Optimization:

1. Monitor platform performance and apply patches/upgrades.
2. Troubleshoot and resolve issues related to ITOM and AIOps modules.
3. Collaborate with IT teams to align platform capabilities with business needs.

Integration & Automation:

1. Develop integrations with third-party monitoring and cloud platforms (AWS, Azure).
2. Use REST APIs and scripting (JavaScript) to automate operational tasks.

Required Qualifications:

1. Bachelor’s degree in computer science, IT, or related field.
2. 8+ years of experience with ServiceNow ITOM modules and CMDB.
3. Hands-on experience with AIOps tools and techniques.
4. Strong scripting and integration skills (JavaScript, REST APIs).

Preferred Skills:

1. ServiceNow Certified Implementation Specialist – ITOM or AIOps.
2. Experience with hybrid cloud environments and observability tools.
3. Familiarity with ITIL and DevOps practices.

Job Details

Preferred Candidate

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