Job Description

Qualifications - Must Have



. Hands?on ServiceNow platform expertise with focus on ITOM Health (Event Management & HLA).

. Demonstrated experience architecting high?volume event/log solutions and normalizing data from multiple tools.

. Strong client?facing communication and stakeholder management; ability to lead solution walkthroughs.

. Proficiency with REST APIs, scripting (JavaScript/Glide), data models, ACLs/RBAC, and MID Server design.

. Working knowledge of CMDB/CSDM and service dependency mapping; alignment with ITIL v4 and SRE KPIs (MTTD, MTTR, availability, SLOs).

. Experience with Event Intelligence/AIOps and Now Assist for ITOM or equivalent.



Qualifications - Good to Have



. ServiceNow CSA (Certified System Administrator) - required or to be obtained within 3 months of joining.

. ServiceNow CIS - Event Management; CIS - Discovery and/or Service Mapping (preferred).

. ServiceNow CAD (Certified Application Developer) and micro?certifications (e.g., IntegrationHub, Flow Designer).

. ITIL v4 Foundation; certifications with major monitoring tools (Dynatrace/AppDynamics/Datadog/New Relic/Splunk).

. Experience with ATF, automated testing, and CI/CD (Jenkins/Azure DevOps/GitLab) for ServiceNow.

. Exposure to cloud and container platforms (AWS/Azure/GCP, Kubernetes) and their observability signals.

. Experience operating in large, distributed enterprises with strong performance/security requirements.



Work Details



. Location: CGI Bangalore

. Working hours: 12:30 PM - 9:30 PM IST.

. Work mode: Work from CGI Bangalore office



Soft Skills & Ways of Working



. Clear, concise communication with technical and non?technical stakeholders; direct client interaction.

. Ownership mindset with bias for action, structured problem?solving, and attention to detail.

. Ability to mentor/review work and collaborate in Agile/Scrum environments.

. Well?organized documentation and presentation skills.

. Uphold secure configuration and data privacy policies; follow least?privilege/RBAC.

. Contribute to continuous improvement of runbooks, playbooks, and operational metrics.

. Maintain high CMDB data quality and service topology accuracy in partnership with visibility teams.

. Deliver to sprint commitments; proactively raise risks and propose mitigations.

Your future duties and responsibilities

Required qualifications to be successful in this role

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