ServiceNow Consultant – Implementation for BA ITOM Event Management

IBS-C

Ansprechpartner: Marco Fernando
nuremberg,  Deutschland
100% RemoteFreiberuflichab sofortDauer 12 Monate100% Auslastung80,00 € Budget
ITServiceNow Security OperationsJavaScriptApplication Lifecycle ManagementAtlassian JiraCmdbCustomer Interaction Management (Software)IBM Service Management FrameworkIt Service ManagementKnowledge ManagementServiceNow App EngineSAP Solution ManagerService Control ManagementServiceebeneSoftware Configuration ManagementIntegration (Software)ServiceNow IT-BetriebsmanagementServiceNow HR-Service-DeliveryComplex Event ProcessingEvent StoreEventbriteEvent-SourcingServiceNow Kundenservice-ManagementEvent ViewerServicenow

Beschreibung

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:
  1. CSA ServiceNow
  2. ServiceNow JavaScript Experience
  3. Event Management in ServiceNow
  4. Event Generation
  5. Alert Management
  6. Incident Generation
  7. Experience with interfaces (SCOM/Push Connectors)
  8. Knowledge Management in ServiceNow
  9. Agile Project Management
  10. Jira/Confluence
  11. Requirements Engineering

TASKS:
Support for the following work packages:
1. Analysis, optimization and further development
  1. Analysis of existing processes, workflows and technical implementations in ITOM Event Management
  2. Identification of optimization and improvement potentials
  3. Increasing operational stability and performance of existing solutions
  4. Technical troubleshooting for complex problems
  5. Conceptual and technical development of existing requirements
2. Architecture and connector evolution
  1. Evaluation of alternative solutions to the existing SCOM Connector
  2. Customizing the OOTB solution or designing an in-house development
  3. Architectural advice on sustainable event integration
  4. Coordination of the further development concept with participating units
  5. Documentation of the further development concept
3. Knowledge Management and Role/Rights Concepts
  1. Optimize matching between alerts/incidents and knowledge base articles
  2. Conception of a role and rights concept for ITOM event management and knowledge management
  3. Development of a structured approval and review process for WDB articles
4. Automation and event processing
  1. Expansion of the degree of automation in existing operational processes
  2. Optimization of the processing chains of events, alerts and incidents
  3. Further development and implementation of alert correlation and aggregation mechanisms
  4. Reduce unnecessary incident creation in managed service
5. Integration of external monitoring systems
  1. Design, implementation and migration of monitoring interfaces into ITOM Event Management
  2. New connections (e.g. Kestra, PreMe, Platform Data Products, Instana)
  3. Migration of existing interfaces (e.g. JMS, SAP, Command, Automai, ADE, PKI)
  4. Optimized event mapping including CI assignment
6. Maintenance and Outage Management
  1. Analysis and extension of existing maintenance mechanisms in the ESM
  2. Integration of maintenance windows into change processes, planned outages and ad-hoc measures
  3. Ensure consistent event suppression during maintenance periods
7. Lifecycle and release support
  1. Analysis of ServiceNow releases in the context of ITOM
  2. Evaluation of new product versions with regard to impact, need for adaptation and potentials
  3. Support for release tests and implementations
8. CI analysis and event binding
  1. Analysis of CMDB data quality in the event context
  2. Optimization of CI binding to events
  3. Ensure consistent dependencies and topologies
9. Metric Intelligence / AIOps
  1. Conception and implementation of defined use cases for Metric Intelligence and ITOM AIOps
  2. Processing and correlating of metric data from different interfaces
  3. Mapping Metrics to Configuration Items
10. Playbooks and Process Support
  1. Identification of suitable application scenarios for playbooks
  2. Implementation and optimization to support managed service
11. Reporting and operational support
  1. Creation and optimization of express lists, dashboards and reports
  2. Provision of relevant operational key figures for the management of the managed service
12. Manufacturer Communication
  1. Specialist contact for ServiceNow
  2. Processing and coordination of support cases
  3. Carrying out tests and validations



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