ServiceNow

• The ITOM Intermediate Platform Engineer is responsible for supporting and enhancing the ServiceNow ITOM product suite within the Group Technology & Transformation segment.
• This role focuses on implementing and operating ServiceNow ITOM Visibility (Discovery, Service Mapping, Agent Client Collector) and ITOM Health (Event Management, Metric Intelligence, Health Log Analytics), along with related integrations that enable proactive, service‑aware operations.
• The engineer ensures CMDB accuracy, integrates monitoring tools, reduces alert noise through AIOps, and improves triage and remediation processes in Service Operations Workspace.
• The role works closely with SRE/Operations, Application Owners, and ITSM teams.

Intermediate ServiceNow Platform Engineer – ITOM

• Configure and enhance Incident/Problem/Change/Request/Knowledge and Service Catalog items/record producers.
• Achieve low defect rates (e.g., <3% post‑release) and measurable adoption of new features.
• Implement Flow Designer/business rules and approvals that reduce manual effort (e.g., ≥20–30% cycle‑time reduction on target processes).
• Plan and execute upgrades/patches with regression testing; maintain target performance KPIs (fast response times, low error rates).
• Build/maintain integrations (REST/SOAP/MID Server) with monitoring, identity, and CMDB; ensure accurate data transformation and error handling.
• Design roles/groups/ACLs; adhere to coding standards, peer reviews, and controlled change/release practices.
• Partner with process owners (ITIL), provide L3 support, and produce runbooks/technical designs and knowledge articles that enable support continuity.
• 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 to ensure consistent approach.
• 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.

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Intermediate ServiceNow Platform Engineer – ITOM

Intermediate ServiceNow Platform Engineer