ServiceNow Admin/Developer

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.

Job Type: Contract

Pay: $50.00 - $52.00 per hour

Work Location: On the road