Servicenow Consultant

Monitoring & Central Dashboard

 

• Lead the design and implementation of enterprise-wide monitoring solutions for infrastructure and applications.
• Architect centralized dashboards for real-time visibility into system health, performance, and alerts using AIOps platforms.
• Ensure proactive incident detection and resolution through event monitoring systems and technical staff interventions.
  
   

Disaster Recovery

 

• Own the disaster recovery strategy and execution across business-critical systems.
• Conduct risk assessments, DR drills, and ensure alignment with business continuity objectives and compliance standards.
• Collaborate with IT and business units to ensure recovery plans are aligned and tested regularly.
  
   

ServiceNow & ITSM

 

• Oversee ServiceNow modules including Incident, Problem, Change, and Request Management.
• Ensure all incidents are logged, categorized, and prioritized in ServiceNow with complete lifecycle documentation.
• Integrate email-based incident creation and automate workflows for faster resolution.
  
   

KPI/SLA Governance

 

• Define and track KPIs and SLAs across IT operations and service areas.
• Generate regular reports for stakeholders and ensure SLA adherence, especially for P1/P2 incidents.
• Lead governance meetings (CCB-CMT, DSR) and bridge calls for critical incidents.
  
   

AIOps & Automation

 

• Drive AIOps initiatives to automate root cause analysis, anomaly detection, and predictive maintenance.
• Collaborate with cross-functional teams to implement AI-driven insights into operational workflows.
• Support continuous improvement through digitization and transformation programs.
  
   

Process Improvement

 

• Optimize ITIL-aligned processes for Incident, Problem, and Change Management.
• Maintain comprehensive documentation for IT processes and workflows.
• Implement quality control measures to reduce error rates and backlog tickets.
  
   

Required Skills

 

• 10+ years in IT operations and infrastructure support.
• Hands-on experience with ServiceNow, monitoring tools (e.g., Moogsoft , SolarWinds, Dynatrace), and DR technologies.
• Strong understanding of ITIL processes, SLA governance, and AIOps platforms.
• Proficiency in automation scripting (PowerShell, Python) and dashboarding tools.
• Excellent communication and stakeholder management skills