Service Engineer 2

Providence Health & Services; Hyderabad; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Providence Health & Services is seeking a skilled ServiceNow ITOM Engineer with hands-on experience in Service Mapping, Event Management, and a solid understanding of the Common Service Data Model (CSDM). The role focuses on designing, implementing, and maintaining IT Operations Management solutions on the ServiceNow platform to improve service visibility, event correlation, and operational efficiency.

The ideal candidate will collaborate with cross-functional teams to onboard services,

Qualifications

• Strong experience in ServiceNow ITOM modules: Service Mapping and Event Management.
• CMDB design, health, and governance experience.
• Knowledge of discovery tools and integration technologies (REST, SOAP, APIs).
• Familiar with cloud platforms (AWS/Azure/GCP) a plus.

Responsibilities

• Design, develop, and implement ServiceNow ITOM modules (Service Mapping, Event Management, Discovery).
• Configure and maintain CMDB aligned with CSDM best practices.
• Ensure data quality, governance, and lifecycle in CMDB.

Skills

ServiceNow ITOM

Service Mapping

Event Management

CMDB

Discovery

REST/SOAP APIs

MID Server

Flow Designer

JavaScript

Glide APIs

UI Policies

Business Rules

Script Includes

Cloud platforms (AWS/Azure/GCP)

Tools

SolarWinds

Nagios

Azure Monitor

Job description

Job Description:

Job Title: ServiceNow ITOM Engineer
Experience: 3–6 Years
Employment Type: Full-time

________________________________________

Job Summary

We are looking for a skilled ServiceNow ITOM Engineer with hands‑on experience in Service Mapping, Event Management, and a solid understanding of Common Service Data Model (CSDM). The ideal candidate will be responsible for designing, implementing, and maintaining IT Operations Management solutions on the ServiceNow platform to improve service visibility, event correlation, and operational efficiency.

Key Responsibilities

ServiceNow ITOM Implementation & Support

• Design, develop, and implement ServiceNow ITOM modules, primarily:
  • Service Mapping
  • Event Management
  • Discovery (good to have)
• Configure and maintain CMDB aligned with CSDM best practices
• Ensure data quality, governance, and lifecycle management in CMDB

Service Mapping

• Develop and maintain business service maps using:
  • Top‑down Service Mapping
  • Traffic‑based mapping
• Configure patterns, probes, and sensors
• Troubleshoot service maps and improve accuracy and coverage
• Collaborate with application and infrastructure teams to onboard services

Event Management

• Implement and manage Event Management solutions including:
  • Event ingestion (connectors, MID Server integrations)
  • Event correlation and alert management
  • Creation and tuning of alert rules and thresholds
• Integrate monitoring tools (e.g., SolarWinds, Nagios, Azure Monitor, etc.)
• Configure alert aggregation, deduplication, and noise reduction strategies

Automation & Integration

• Develop integrations using:
  • REST/SOAP APIs
  • MID Server
• Automate workflows and processes using:
  • Flow Designer / Workflows
  • Business rules and scripts
• Support event‑driven automation from Event Management

Collaboration & Support

• Work closely with stakeholders, architects, and DevOps teams
• Provide L2/L3 support for ITOM‑related issues
• Participate in platform upgrades and instance maintenance
• Document solutions, processes, and configurations

Required Skills & Qualifications

Technical Skills

• Strong experience in ServiceNow ITOM modules:
  • Service Mapping (mandatory)
  • Event Management (mandatory)
• Experience with CMDB design, health, and governance
• Knowledge of:
  • Discovery tools (preferred)
  • Integration technologies (REST, SOAP, APIs)
• Familiarity with cloud platforms (AWS/Azure/GCP) is a plus

ServiceNow Platform Skills

• Strong scripting skills:
  • JavaScript
  • Glide APIs
• Experience with:
  • Business Rules
  • Script Includes
  • UI Policies
  • Flow Designer
• Understanding of MID Server architecture

Preferred Certifications

• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Implementation Specialist – ITOM (preferred)

Nice to Have

• Experience with Operational Intelligence / AIOps
• Exposure to ITIL processes (Incident, Problem, Change)
• Experience in multi-cloud monitoring environments

Key Success Metrics

• Accuracy and coverage of service maps
• Reduction in Event noise and alert duplication
• Improvement in CMDB data quality
• Successful onboarding of services into ITOM