ServiceNow Specialist - Experienced

FDM is a global business and technology consultancy delivering client and industry driven solutions through our 5 core specialist Practices; Software Engineering, Data & Analytics, IT Operations, Change & Transformation, and Risk, Regulation & Compliance.

FDM is seeking a ServiceNow Specialist in Tampa, FL (or Tempe, AZ) to work for our client within the financial services sector. This role is initially for 6 months with a projection to convert FTE and will be onsite. You would be expected to be in the Tampa, FL (or Tempe, AZ) office 4-5 days per week.

About the Role

We are looking for a skilled ServiceNow Event Management and Monitoring Specialist to improve the management of our event management, monitoring, and alerting solutions. The successful candidate will be responsible for configuring and optimizing the ServiceNow Event Management module, enable Predictive AIOps/Predictive Intelligence, integrating it with various monitoring and alerting tools, and ensuring that critical IT operations are proactively monitored and managed. This role requires a strong understanding of event management, real-time monitoring, and alerting frameworks to prevent issues before they impact business services. You will work closely with IT operations, DevOps, and infrastructure teams to create a robust and efficient monitoring ecosystem.

Responsibilities:

• Event Management Implementation:
• Improve and manage the ServiceNow Event Management module to capture and process events from various IT systems including Cloud infrastructure.
• Define and configure event rules, thresholds and correlation rules  to aggregate alerts and prioritize critical events.
• Develop dashboards and reports to provide visibility into event health and trends

• Monitoring and Integration:
• Integrate ServiceNow Event Management with third-party monitoring tools such as SolarWinds, Dynatrace, Splunk, or similar platforms.
• Set up and configure monitoring tools to collect and forward alerts to ServiceNow for centralized incident management using standards such as Rest API, SNMP, Web Services/SOAP or other protocols
• Ensure seamless communication between monitoring and alerting tools and the ServiceNow platform.

• Alerting and Incident Automation:
• Define alerting strategies and implement automated workflows for proactive issue resolution and incident generation.
• Collaborate with IT operations to create alert thresholds and escalation processes to ensure timely incident resolution.
• Write or configure rules to enable alert maintenance and/or suppression
• Optimize the alerting process to reduce noise and improve the accuracy of alert correlation include the use of AIOps/ Predictive Intelligence.

• System Maintenance and Support:
• Provide ongoing support for ServiceNow Event Management, ensuring platform stability and uptime.
• Troubleshoot and resolve issues related to event management, monitoring integrations, and alerting configurations.
• Perform routine maintenance, including platform upgrades and patching for ServiceNow Event Management and related monitoring tools.

• Collaboration and Process Improvement:
• Work closely with cross-functional IT teams, including network, infrastructure, and DevOps, to continuously improve monitoring processes and event management capabilities.
• Develop and implement best practices for event correlation, incident automation, and alert management.
• Monitor KPIs and SLAs to ensure service availability and improve overall IT operations efficiency.

• Documentation and Training:
• Create and maintain detailed documentation for all event management configurations, integrations, and processes.
• Provide training and knowledge transfer to team members and other stakeholders on ServiceNow Event Management, monitoring tools, and best practices.

• • Required:
  • Minimum 5+ yrs. experience
  • Strong knowledge of event management concepts, monitoring tools, and IT operations.
  • Hands-on experience with ServiceNow Event Management module, including configuration and integration.
  • Familiarity with third-party monitoring and alerting tools like SolarWinds, Dynatrace, Splunk or similar platforms.
  • Proficiency in configuring event correlation, alerting workflows, and incident generation within ServiceNow.
  • Understand Predictive Intelligence and Predictive AIOps
  • Preferred:
  • ServiceNow Certified System Administrator or ServiceNow Certified Implementation Specialist for Event Management.
  • Experience with scripting languages (e.g., JavaScript, Python) for customizing workflows and integrations.
  • Knowledge of ITIL practices and experience implementing event-driven incident management processes.
  • Experience with cloud monitoring tools such as AWS CloudWatch, Azure Monitor, or Oracle Cloud Infrastructure
  • Strong analytical skills, attention to detail, and a proactive approach to problem-solving.
  • Excellent communication skills and ability to work collaboratively in a team environment.

FDM is an award-winning global business and technology consultancy powering the people behind tech and innovation for over 30 years. We collaborate with world-leading companies to identify the expertise they need, exactly when they need it. We have helped successfully launch nearly 25,000 careers globally to date and are a trusted partner to over 300 companies worldwide. 

FDM has 4,000+ employees worldwide, with over 90 nationalities working together as a team. From our origins in Brighton, UK, FDM now has 18 centres located across North America, Europe and Asia-Pacific and is now on the FTSE4Good Index. 

Dedicated to Diversity, Equity and Inclusion 

FDM Group’s mission is to make tech and business careers accessible for everyone. Our diverse team of 90+ nationalities thrive on differences, fuels innovation through varied experiences, and celebrates shared successes. As an Equal Opportunity Employer and listed on the FTSE4Good Index, FDM ensures every qualified applicant, regardless of race, color, religion, sex, sexual orientation, national origin, age, disability or any other status protected by federal or provincial law, gets the chance they deserve.

Additional Considerations

FDM Group, Inc. is registered to operate and hire employees in select states within the US. We will consider employment applications exclusively from candidates who are either residing in one of the following states or willing to relocate to them: Arizona, California, Colorado, Delaware, Florida, Georgia, Illinois, Massachusetts, Maryland, Maine, Minnesota, North Carolina, New Jersey, New York, Pennsylvania, Tennessee, Texas, Utah, and Virginia.