Principal Engineer I – AIOps ServiceNow

Heitmeyer Consulting; Phoenix (AZ); Hybrid; USD 150,000 - 230,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Heitmeyer Consulting in Phoenix, AZ is seeking a Principal Engineer I for ServiceNow AIOps to lead multi-year roadmaps and deliver scalable observability solutions. The role blends SME guidance with hands-on design and cross-team collaboration to drive reliable IT operations.

You will architect CMDB-driven patterns, implement event management, and integrate with Dynatrace, Datadog, Splunk, and cloud platforms, while mentoring junior engineers and ensuring governance.

Qualifications

• Related experience in enterprise IT Operations/Observability with deep hands-on ServiceNow ITOM/AIOPS experience.
• Proven delivery of Event Management, Predictive AIOps, Health Log Analytics, Metric Intelligence, and Discovery/Service Mapping at scale.
• Strong architecture skills across CMDB modeling, data pipelines, and large-scale alert/event processing.
• Experience integrating with modern observability stacks and cloud-native telemetry.
• Solid understanding of SRE/ITIL practices, reliability engineering, and automation-first operations.
• Leadership experience and ability to manage multiple projects with cross-functional teams.

Responsibilities

• Define the multi-year roadmap for ServiceNow AIOps/ITOM aligned to SLAs and governance.
• Architect event correlation, noise reduction, anomaly detection and root cause workflows.
• Establish design patterns for service maps and dependency models using CMDB, Discovery, and Service Graph.
• Lead build-out and optimization of Event Management, Cloud Observability, and Log Analytics.
• Implement automation for enrichment and remediation and guide self-healing runbooks.
• Integrate ServiceNow with monitoring tools and cloud providers, and hand off designs to engineers.

Skills

ServiceNow ITOM/AIOPS

Event Management

Predictive AIOps

CMDB/Service Mapping

Observability stacks

Education

Bachelor's degree in related field

Masters or MBA preferred

Tools

Dynatrace

Datadog

AppDynamics

New Relic

Splunk

Job description

Heitmeyer Consulting is currently looking for a Principal Engineer I – AIOps ServiceNow in the Phoenix, AZ area. This is a hybrid position, so the person needs to live in the Phoenix, AZ area. No C2C or agencies for this position.

As a Principal Engineer I for ServiceNow AIOPS, will provide SME expertise in your respective domain as well as adjacent domains to ensure solutions are safe, secure, compliant, and reliable. Identify development and support needs as well as take on large and complex design responsibilities supporting project tasks. You'll also engage with project and business sponsors refining requirements and objectives of targeted solutions.

As Principal Engineer I will facilitate dialogue and activities, and work to ensure team collaboration including teams outside of your domain. Develop effective presentations and narratives for IT audiences. In this role, you'll also develop the technical skills of one more junior engineers.

• Define the multi-year roadmap for ServiceNow AIOps/ITOM, aligned to business SLAs, SRE objectives, and platform governance.
• Architect event correlation, noise reduction, anomaly detection and root cause workflows leveraging ServiceNow Event Management, Predictive AIOps, and Health Log Analytics.
• Establish design patterns for service maps and dependency models using CMDB, Discovery, and Service Graph.
• Lead build-out and optimization of Event Management, Cloud Observability, Metric Intelligence, and Log Analytics (including parsers, classifiers, deduplication).
• Implement automation for enrichment and remediation (Flow Designer, Orchestration, IntegrationHub, custom actions) and guide “self-healing” runbooks.
• Integrate ServiceNow with monitoring/logging tools (e.g., Dynatrace, AppDynamics, Datadog, New Relic, Splunk, Elastic), cloud providers (AWS/GCP/Azure), and messaging/ITSM systems.
• Build the solution design for ServiceNow AIOPS efforts that can be handed off to lower-level engineers for execution assuring reuse of platforms where possible.
• Review technical plans developed by lower-level engineers and analysts to assure quality designs prevail which can support the volumetrics of our business partners objectives.
• Build comprehensive measurement dashboards that give performance insight into key applications of the bank which can feed operational results of our business partners.
• Work independently or sometimes with architecture team counterparts to lay out the final documentation required for proper ongoing reference of the given solution, including physical and logical layouts with cross reference to use case models while enforcing standards, as well as assisting in the modification or buildout of procedures that support areas of operations across IT.

What you'll need:

• Related experience in enterprise IT Operations/Observability with deep hands-on ServiceNow ITOM/AIOPS experience
• Proven delivery of Event Management, Predictive AIOps, Health Log Analytics, Metric Intelligence, and Discovery/Service Mapping at scale.
• Strong architecture skills across CMDB modeling, data pipelines, and large-scale alert/event processing.
• Experience integrating with modern observability stacks (Dynatrace, Datadog, AppDynamics/New Relic, Splunk/Elastic) and cloud-native telemetry (CloudWatch, Azure Monitor, Stackdriver).
• Solid understanding of SRE/ITIL practices (incident/problem/change), reliability engineering, and automation-first operations.
• Certified System Administrator (CSA)
• Certified Implementation Specialist – ITOM (Event Mgmt, Discovery, Service Mapping)
• ServiceNow Micro-Certs for AIOps/Health Log Analytics/Cloud Observability
• Certified Application Developer (CAD) (nice-to-have)
• Bachelor's degree in related field required; Masters or MBA in related field preferred.
• Previous leadership experience preferred.
• Advanced to expert knowledge of general Financial Services or Banking is preferred.
• Advanced to expert knowledge of applicable regulatory and legal compliance obligations, rules and regulations, industry standards, and practices.
• Advanced to expert experience in leading cross-functional teams and managing multiple projects simultaneously with an established expertise in one or more key domains of the bank (Deposits, Loans, Operations or Reporting) with the ability to walk-through top-level process design. Capable of working with regulatory partners like the CFPB, OCC and FRB through audits and collaboration efforts as situations arise.
• Advanced to expert familiarity with the capability model across IT and the applications and infrastructures available for engagement in solutioning across the bank to develop results that leverage existing capabilities in addition to implementing new solutions when required. Experience in design, enhancement, and compliance to all governance frameworks across the IT organization to ensure proper compliance to published procedures and standards.
• Advanced speaking and writing communication skills.

Heitmeyer Consulting is an equal opportunity employer, and we encourage all qualified candidates to apply. Qualified applicants will be considered without regard to minority status, gender, disability, veteran status, or any other characteristic protected by law.