Servicenow ITOM Engineer

Cognizant; Glasgow; On-site; GBP 50,000 - 70,000; Full time

Job summary

A global technology services company is seeking a skilled ServiceNow – ITOM Developer to enhance Cloud Infrastructure & Security services. The role involves understanding and resolving integration issues between ServiceNow and Dynatrace, managing incident workflows, and developing innovative solutions for service management. Candidates should possess solid ITOM experience and be familiar with Dynatrace's functionalities, focusing on effective event management. Join a team that values creativity and collaboration, providing ample opportunities for career growth.

Responsibilities

• Understand ServiceNow and generate Service Mapping tree using Dynatrace tags.
• Work with Identification and Reconciliation Engine (IRE) in ServiceNow.
• Resolve integration issues between Dynatrace and ServiceNow.
• Manage existing integrations and alerts in ServiceNow without impacting event management.
• Develop solutions for changes in Event Management due to Dynatrace integration.
• Create auto-incidents for discovered events in ServiceNow.

Skills

ITOM experience

Service Graph Connector for Dynatrace

Service Mapping tree generation using Dynatrace tags

Identification and Reconciliation Engine (IRE) in ServiceNow

Resolving design issues between Dynatrace and ServiceNow

Dynatrace Incident Integration

Managing integrations and alerts in ServiceNow

Providing solutions for Event Management changes

Developing auto-incidents in ServiceNow

Orchestrating incident resolution

Job description

Excellent opportunity for ServiceNow – ITOM Developer to be part of our Cloud Infrastructure & Security services practice. Cognizant Infrastructure Services – Provides IT infrastructure & Cloud services for clients across industry verticals, including both Consulting/Professional and Managed Services, across Enterprise Computing, Cloud services, Security Services, DevOps, Data Centres, End User Computing, Service Desk, Network Services and Environment Management Services.

We are open to considering qualified candidates from other locations who possess the skills and experience required for the role.

Key Responsibilities

• Understand how ServiceNow will generate Service Mapping tree using Dynatrace tags which will show holistic view of the impact caused by an incident or event in ServiceNow (from Dynatrace)
• Needs to understand the Service Graph Connector for Dynatrace
• Work with Identification and Reconciliation Engine (IRE) in ServiceNow
• Resolve design issues between Dynatrace and our current ServiceNow setup to ensure that the CMDB and Event Management within ServiceNow are not impacted as a result of the Dynatrace integration
• Dynatrace Incident Integration which pushes incidents and events into ServiceNow
• Navigate the existing integrations and alerts we have in ServiceNow and ensuring that any Dynatrace design does not impact the event management dashboard
• Provide options and build solutions to any changes to Event Management as a result of Dynatrace
• Develop auto-incidents for some auto‑discovered events within ServiceNow (from Dynatrace)
• Potentially work on orchestrations to resolve incidents and/or provide guidance

Key Skills and Experience

• Should have ITOM experience
• Needs to understand the Service Graph Connector for Dynatrace
• Know how ServiceNow will generate Service Mapping tree using Dynatrace tags which will show holistic view of the impact caused by an incident or event in ServiceNow (from Dynatrace)
• Know how to use the Identification and Reconciliation Engine (IRE) in ServiceNow
• Know how to resolve design issues between Dynatrace and our current ServiceNow setup to ensure that the CMDB and Event Management within ServiceNow are not impacted as a result of the Dynatrace integration
• Able to work on Dynatrace Incident Integration which pushes incidents and events into ServiceNow
• Able to navigate the existing integrations and alerts we have in ServiceNow and ensuring that any Dynatrace design does not impact the event management dashboard
• Will need to be able to provide options and build solutions to any changes to Event Management as a result of Dynatrace
• Will need to be able to develop auto‑incidents for some auto‑discovered events within ServiceNow (from Dynatrace)
• Potentially work on orchestrations to resolve incidents and/or provide guidance

Cognizant you will experience an exciting mix of innovation by design, creativity, collaboration, and efficiency within a framework of stimulating objectives and a passion for delivering the best to our customers.

You will be joining a network of some of the most creative, innovative, and dedicated people in the industry with ample opportunities to learn and develop your career.

Our Associates are chosen for their attitude, skills, knowledge, and enthusiasm but above all, their belief that anything is possible.

Cognizant is an equal opportunities employer, and we welcome all applications regardless of race, colour, gender, ethnic origin, nationality, religion or beliefs, disability, age, sexual orientation, political opinions, or trade union membership.