SERVICENOW ITOM ENGINEER

Vrinda International; Hyderabad; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Vrinda International is seeking a ServiceNow ITOM Engineer to optimize IT operations in the IT Services sector. The role requires 4 to 6 years of hands-on experience, strong ITIL knowledge, and SDLC expertise. You will drive AI-enabled improvements, manage ITOM configurations, and coordinate with stakeholders to ensure reliable service delivery.

The ideal candidate will excel in incident management, application support, and AI evaluation to maintain high system availability and performance.

Qualifications

• 4–6 years of hands-on IT operations or related technical support roles.
• Proven ability to translate technical concepts for non-technical audiences.
• Strong working knowledge of ITIL and its application in service management environments.
• Hands-on experience managing projects through the Software Development Life Cycle (SDLC).
• Expertise in Generative AI, Agentic AI, Prompt Engineering, and AI Evaluation methodologies.
• Deep technical competence in ServiceNow IT Operations Management (ITOM).
• Experience in Incident Management and Application Support.

Responsibilities

• Facilitate effective communication with internal and external stakeholders to align technical solutions with business requirements.
• Apply ITIL best practices to govern service management processes.
• Manage the full Software Development Life Cycle (SDLC) for ServiceNow applications, from conception to deployment.
• Implement Generative AI and Agentic AI solutions to enhance operational intelligence and automate workflows.
• Craft prompts and conduct AI evaluations to ensure reliability of models.
• Configure and maintain ServiceNow ITOM modules for real-time visibility into infrastructure health.
• Lead resolution of critical incidents with root cause analysis.
• Provide comprehensive application support and performance tuning.

Skills

Stakeholder Communication

ITIL

SDLC

Generative AI

Agentic AI

Prompt Engineering

AI Evaluation

ServiceNow ITOM

Incident Management

Application Support

Tools

ServiceNow

Job description

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Job Description

Job Title: ServiceNow ITOM Engineer

Summary

We are seeking a skilled professional to serve as a ServiceNow ITOM Engineer within the IT Services sector. This pivotal role is designed for an individual with 4 to 6 years of hands-on experience who will drive the efficiency of our IT operations management landscape. The position focuses on leveraging advanced technical capabilities to streamline incident handling, optimize application support, and integrate modern AI-driven methodologies into our service delivery framework. The successful candidate will act as a key liaison between technical teams and business stakeholders, ensuring that our IT infrastructure aligns with strategic goals while maintaining high standards of service availability and performance.

Responsibilities

• Facilitate effective communication with internal and external stakeholders to align technical solutions with business requirements.
  
• Apply ITIL best practices to govern service management processes, ensuring consistency and compliance across all operational activities.
  
• Manage the full Software Development Life Cycle (SDLC) for ServiceNow applications, from conception and design to deployment and maintenance.
  
• Implement and refine Generative AI and Agentic AI solutions to enhance operational intelligence and automate complex workflows.
  
• Craft precise prompts and conduct rigorous AI evaluations to ensure the reliability and accuracy of machine learning models within the platform.
  
• Configure and maintain ServiceNow IT Operations Management (ITOM) modules to provide real-time visibility into infrastructure health.
  
• Lead the resolution of critical incidents, performing root cause analysis to prevent recurrence and minimize service disruption.
  
• Provide comprehensive application support, including proactive troubleshooting and performance tuning to ensure system stability.
  

Requirements

Requirements:

• Proven professional experience ranging from 4 to 6 years in IT operations or related technical support roles.
  
• Demonstrated proficiency in Stakeholder Communication and the ability to translate technical concepts for non-technical audiences.
  
• Strong working knowledge of the ITIL Framework and its application in service management environments.
  
• Hands-on experience managing projects through the Software Development Life Cycle (SDLC).
  
• Expertise in Generative AI, Agentic AI, Prompt Engineering, and AI Evaluation methodologies.
  
• Deep technical competence in ServiceNow IT Operations Management (ITOM) configuration and administration.
  
• Solid background in Incident Management processes and strategies.
  
• Extensive experience in Application Support and advanced Troubleshooting techniques.