ServiceNow ITOM Engineer responsible for configuring and administering ITOM modules, managing ServiceNow application lifecycles, supporting incidents, troubleshooting performance issues, and applying ITIL practices. The role also develops Generative AI and Agentic AI solutions, creates prompts, evaluates AI outputs, and automates operational workflows. The engineer collaborates with technical teams and business stakeholders to improve infrastructure visibility, service availability, incident resolution, and application support.
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.
Compensation
- Annual Salary: ₹12 lpa
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