ServiceNow ITOM Lead

Job ID Number

R2657...

Employment Type

Full time

Worksite Flexibility

Remote

Job Summary

As a ServiceNow ITOM Lead, you will provide ITOM enhancement and support as well as lead teams.

Job Description

We are seeking a ServiceNow ITOM Lead which involves technical, ServiceNow-focused, ITOM work as well as direct and indirect management of people and projects. The position also requires working with different teams providing Discovery, CMDB and Service Mapping support. This is a remote, direct hire role with our client with a preference for candidates in metro Atlanta.

Due to our client, candidates must be able to work without a need for sponsorship now or in the future.

What You'll Do

• Specific emphasis on development and maintenance of event management rules, Discovery patterns and workflows
• Technical, ServiceNow-focused, ITOM work using Discovery, CMDB, Event Management, Service Mapping and Business Continuity Management (BCM) modules
• Maintain Discovery, Agent Client Collector, and Service Graph Connectors
• Support health of CMDB using dashboards, workspaces and development of patterns
• Create application Service Maps
• Build ServiceNow Event Management rules and sub-flows for alert processing from various monitoring sources
• Develop workflows to support automation and other integrations
• Direct and indirect management of people and projects
• Work with Problem Management team in resolving monitoring gaps and implementing corrective actions identified from major outage reviews
• Work with Infrastructure and Application teams to develop and maintain Disaster Recovery plans
• Plan and conduct functional and tabletop Disaster Recovery exercises to validate recovery strategies and test Disaster Recovery plans
• Develop action plans to remediate findings in Disaster Recovery exercises, and work with the appropriate teams to ensure execution.
• Work with Application Owners to onboard new applications into BCM
• Provide support during emergencies, incidents or crises that require the activation of crisis, recovery or continuity plans

Required

What You'll Need

• Experienced ITOM Practitioner with strong technical/troubleshooting skills
• Project management experience leading medium to large IT projects
• 3-5 years’ experience in System Engineering
• Knowledge and ability in Server Administration across OS Platforms
• Understand of Active Directory and Domains
• General knowledge of IT infrastructure topology including typical application, server, and networking configurations
• Ability to discuss credentials, troubleshoot permissions issues, discuss and troubleshoot network connectivity
• 3-5 years of functional experience with ServiceNow
• Specific CMDB, Discovery, Event Management, and Service Mapping experience is required
• Deep understanding of discovery and ability to analyze logs and patterns
• In-depth knowledge of CMDB and integration with other modules and third-party systems
• Ability to comprehend, modify and create scripts using PowerShell
• Understanding of Regex, XML and JSON

Preferred

• Experience with Disaster Recovery procedures a plus
• 3-5 years of management experience desired

Physical Demands

• Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state, and local standards
• Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.
• Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor.

Reasonable Accommodation Statement

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to application.accommodations@cai.io or (888) 824 – 8111.

Equal Employment Opportunity Policy Statement

It is the policy of CAI not to discriminate against any employee or applicant due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment. Employees and applicants of CAI will not be subject to harassment due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited