ServiceNow Consultant – Implementation for BA ITOM Event Management

ServiceNow-Consultant – Implementation for BA ITOM Event Management

Location: 95 % remote from the European Union max. 5% on site in Nuremberg (very rarely team meetings, 2 to 3 x year one day on site plus once at the beginning for system access)

REQUIREMENTS:

• CSA ServiceNow
• ServiceNow JavaScript Experience
• Event Management in ServiceNow
• Event Generation
• Alert Management
• Incident Generation
• Experience with interfaces (SCOM/Push Connectors)
• Knowledge Management in ServiceNow
• Agile Project Management
• Jira/Confluence
• Requirements Engineering

TASKS:

Support for the following work packages:

1. Analysis, optimization and further development

• Analysis of existing processes, workflows and technical implementations in ITOM Event Management
• Identification of optimization and improvement potentials
• Increasing operational stability and performance of existing solutions
• Technical troubleshooting for complex problems
• Conceptual and technical development of existing requirements

2. Architecture and connector evolution

• Evaluation of alternative solutions to the existing SCOM Connector
• Customizing the OOTB solution or designing an in-house development
• Architectural advice on sustainable event integration
• Coordination of the further development concept with participating units
• Documentation of the further development concept

3. Knowledge Management and Role/Rights Concepts

• Optimize matching between alerts/incidents and knowledge base articles
• Conception of a role and rights concept for ITOM event management and knowledge management
• Development of a structured approval and review process for WDB articles

4. Automation and event processing

• Expansion of the degree of automation in existing operational processes
• Optimization of the processing chains of events, alerts and incidents
• Further development and implementation of alert correlation and aggregation mechanisms
• Reduce unnecessary incident creation in managed service

5. Integration of external monitoring systems

• Design, implementation and migration of monitoring interfaces into ITOM Event Management
• New connections (e.g. Kestra, PreMe, Platform Data Products, Instana)
• Migration of existing interfaces (e.g. JMS, SAP, Command, Automai, ADE, PKI)
• Optimized event mapping including CI assignment

6. Maintenance and Outage Management

• Analysis and extension of existing maintenance mechanisms in the ESM
• Integration of maintenance windows into change processes, planned outages and ad-hoc measures
• Ensure consistent event suppression during maintenance periods

7. Lifecycle and release support

• Analysis of ServiceNow releases in the context of ITOM
• Evaluation of new product versions with regard to impact, need for adaptation and potentials
• Support for release tests and implementations

8. CI analysis and event binding

• Analysis of CMDB data quality in the event context
• Optimization of CI binding to events
• Ensure consistent dependencies and topologies

9. Metric Intelligence / AIOps

• Conception and implementation of defined use cases for Metric Intelligence and ITOM AIOps
• Processing and correlating of metric data from different interfaces
• Mapping Metrics to Configuration Items

10. Playbooks and Process Support

• Identification of suitable application scenarios for playbooks
• Implementation and optimization to support managed service

11. Reporting and operational support

• Creation and optimization of express lists, dashboards and reports
• Provision of relevant operational key figures for the management of the managed service

12. Manufacturer Communication

• Specialist contact for ServiceNow
• Processing and coordination of support cases
• Carrying out tests and validations