IT Service Management Specialist

4 weeks ago


Quincy, Massachusetts, United States CRG Full time
Job Description:

CRG is seeking an experienced IT Service Management Specialist to join our team. As an ITOM Analyst III, you will be responsible for the implementation and support of the ServiceNow ITOM solution, specializing in event management, health log analytics, and AIOPs.

Responsibilities:

Develop and deploy ServiceNow AIOPS to enhance infrastructure monitoring, incident prediction, and automated resolution capabilities
Develop and configure ServiceNow ITOM solution (event management, aiops, hla) to reduce operational noise and outages and increasing service availability
Collaborate with engineers and operations to ensure the overall success of the ITOM implementation
Monitor data flow between ServiceNow ITOM and systems to ensure seamless dataflow and operational visibility
Assist in creating documentation of integration processes, solutions, and design decisions for future reference and use by other engineers
Resolve integration issues, ensuring high availability, performance, and security of the integration across the ITSM/ITOM platform
Contribute to improving integration processes, practices, and standards, fostering a culture of continuous improvement within the team

Qualifications:

Bachelor's Degree in Computer Science or Technical field
Equivalent trainings/certifications/experience equivalency will be considered
3 or more years of equivalent experience in relevant job or field of technology
Experience with orchestration and automation platform (ServiceNow orchestration and AIOPS, Ansible)
Experience with monitoring tools (Datadog, Dynatrace, Solarwinds, Elk)
Experience with ServiceNow Discovery and Cloud provisioning
Experience with ServiceNow development and architecture including data structure, CMDB, creating workflows, process automation, scripting, and Flow designer
Problem-solving skills, with a focus on learning to deliver high-quality, reliable, and efficient solutions
Strong leadership skills, excellent written and verbal communication skills
Ability to work independently
Preferred Qualifications: Post graduate degree, advanced training and or certifications in relevant field/s of study, 3 or more years of experience in Agile teams and Product/Platform based operating model, Strong experience with an AIOPS platform (ServiceNow)\ServiceNow Integration Hub Fundamentals Certification, ServiceNow Flow Designer Fundamentals Certification, ITIL Certification Foundations v.4, Up-to-date knowledge of latest IT developments, Experience in retail or grocery preferred

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