Intermediate ServiceNow Platform Engineer (ITOM)

Old Mutual; Johannesburg; On-site; ZAR 600 000 - 800 000; Full time

Job summary

A leading financial services firm is seeking an ITOM Intermediate Platform Engineer in Johannesburg. You will support the ITOM product suite on ServiceNow, including service mapping and event management. The ideal candidate will have expertise in data integrations, a related degree, and over 3 years of hands-on experience with ITOM applications. This position emphasizes proactive service operations and collaboration with other IT teams. Join us to help shape Africa’s story!

Qualifications

• Minimum of 3 years of hands‑on experience in ITOM.
• ServiceNow Certifications and AWS certification are advantageous.
• Experience with data source integrations is essential.

Responsibilities

• Be a technical expert for Event Management, Service mapping, and Discovery.
• Monitor discovery and service mapping results.
• Enhance ServiceNow Event management rules.

Skills

Action Planning

JavaScript

Data Management

Technical Troubleshooting

Education

Bachelor's degree or equivalent

NQF Level 7 - Degree, Advanced Diploma

Tools

ServiceNow

AWS

SolarWinds

Dynatrace

Job description

Let’s Write Africa’s Story Together!

Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.

Job Description

The ITOM Intermediate Platform Engineer is responsible for effective support of the ITOM product suite on ServiceNow within the Group Technology & Transformation segment.
The successful candidate is responsible for implementing and operating ServiceNow’s ITOM Visibility (Discovery, Service Mapping, Agent Client Collector), ITOM Health (Event Management, Metric Intelligence, Health Log Analytics), and related integrations to deliver proactive, service aware operations.
They maintain CMDB accuracy, integrate monitoring tools, reduce alert noise using AIOps, and enable faster triage and remediation in Service Operations Workspace—working closely with SRE/Operations, App Owners, and ITSM teams.
Experience with IT Service and Operations projects in Multi Cloud datacenters, ITIL processes, Data Centre operations, software deployment technologies and customer relationships are an advantageous prerequisite.

The primary purpose of the ITOM intermediate platform engineer is to support the smooth running of the ServiceNow ITOM Application suite which includes Discovery, Service Mapping, CMDB, and Event Management, Orchestration and Cloud Management function. The individual will be responsible for achieving results through own efforts.

Key Responsibilities

• Be a technical expert for Event Management, Service mapping and Discovery.
• Creating new service maps/patterns and building/validating that related event management capabilities are working to support an automated service health dashboard
• Designing, developing, and implementing custom patterns, probes, and sensors to achieve a complete and accurate discovery of infrastructure components and application services.
• Monitor discovery and service mapping results, reconciling, and addressing any anomalies.
• Define identification and reconciliation rules
• Plan capacity, maintenance, and configuration of ServiceNow MID servers.
• Works with Service Owners and SMEs to ensure that accurate service maps are discovered and maintained.
• Interact with Application and technical SMEs to get necessary environment information to support service map and event management work
• Independently build new service maps.
• Work with Application and technical SMEs stakeholders to confirm map validity (completeness, accuracy, and readability).
• Reconcile the resulting maps with existing monitoring coverage.
• Enhance ServiceNow (SN) Event management rules as necessary to ensure proper CMDB binding.
• Reflect impact assessment rules within service maps and validate with technical SMEs and stakeholders.
• Participate in user acceptance testing of the resulting maps, impact rules and event management work.
• Promote your update sets and data across applicable SN environments.
• Remediate any production incidents that arise related to this scope.
• Align with existing SN technical lead for map/event work to ensure consistent approach that does not break shared patterns.
• Proactively maintain operational documentation and SOPs to reduce support risk & inefficiency.
• Ensure your work is retained and reconciled with ongoing environment cloning, patching and upgrades

Requirements

• Qualifications:
  • Bachelor's degree or equivalent diploma or certifications in the specialized IT fields
  • ServiceNow Certifications (advantage).
  • AWS certification (advantage)
• Experience:
  • Expertise with experience in data source integrations
  • Minimum of 3 years of hands‑on experience in ITOM, covering at least three of the following applications:
    • Discovery
    • Service Mapping
    • Orchestration
    • Cloud Management
    • Event Management applications.
• Core ServiceNow Skills
  • ServiceNow ITOM Suite Expertise:
    • Discovery
    • Service Mapping
    • Event Management
    • Orchestration
    • Cloud Management
  • CMDB Management:
    • Understanding of CI classes and relationships
• Integration Skills
  • MID Server configuration and troubleshooting
  • API integrations (REST/SOAP)
  • Third‑party monitoring tool integrations (e.g., SolarWinds, Dynatrace
• Technical Skills
  • Operating Systems:
    • Windows and Linux administration basics
  • Networking & Infrastructure Knowledge:
    • TCP/IP, DNS, SNMP
    • Cloud platforms (AWS, Azure, GCP)
  • Automation:
    • Workflow and Flow Designer
    • Orchestration activities
  • Scripting:
    • JavaScript (for ServiceNow scripting)
    • Glide API usage
    • PowerShell, Python (advantage)
• Monitoring & Event Management
  • Event rules and alert correlation
  • Integration with monitoring tools
  • Knowledge of ITIL Event Management processes
• Additional knowledge
• Basic understanding of infrastructure objects, credentials & permissions required to query information.

Skills

Action Planning, Application Development, Business Process Design, Computer Literacy, Data Management, Data Modeling, Evaluating Information, Identifying Customer Needs, Information Technology (IT) Support, Market Analysis, Oral Communications, Product Development, Technical Support, Technical Troubleshooting, Test Case Management, User Requirements Documentation, Web Development

Competencies

Action Oriented Collaborates Communicates Effectively Cultivates Innovation Customer Focus Decision Quality Ensures Accountability Manages Complexity

Education

NQF Level 7 - Degree, Advance Diploma or Postgraduate Certificate or equivalent

Closing Date

30 January 2026 , 23:59

The appointment will be made from the designated group in line with the Employment Equity Plan of Old Mutual South Africa and the specific business unit in question.

The Old Mutual Story!