Primary Responsibilities
Ensure Event Management (EVM) tools and solutions are properly configured, maintained, and aligned with organizational needs, including event ingestion, mapping, CI identification, correlation, alert routing, suppression, and incident generation.
Collaborate with IT, Business, application, infrastructure, monitoring, and support teams to understand requirements, onboard monitoring capabilities, and ensure EVM solutions align with organizational goals and deliver operational value.
Analyze, develop, and continuously improve event and alert management processes and rules to enhance system reliability, improve alert quality, reduce noise, and ensure actionable alerts reach the appropriate support teams.
Troubleshoot complex production issues across the monitoring-to-event-to-alert-to-incident lifecycle, supporting timely identification and resolution of Event Management and integration issues.
Provide Event Management subject matter expertise and technical guidance to team members and stakeholders, promoting standards, best practices, and consistent execution.
Drive automation, standardization, governance, and continuous improvement across Event Management integrations, processes, suppression controls, and operational workflows.
Support the planning and delivery of EVM projects and initiatives, including requirements analysis, solution design, documentation, testing, production implementation, and post-implementation validation.
Qualifications
Minimum of 4 years of experience with Event and Alert Management Technologies (e.g., ServiceNow, PagerDuty).
Bachelor's degree or equivalent professional experience.
Talent needed for Success
Strong experience with ServiceNow ITOM / Event Management, including event ingestion, event and alert rules, correlation, suppression, alert routing, and incident generation.
Solid understanding of the event-to-alert-to-incident lifecycle and how monitoring events flow through an enterprise operations environment.
Experience integrating enterprise monitoring platforms such as Grafana, Splunk, Dynatrace, SolarWinds, AWS monitoring services, or similar tools with ServiceNow.
Working knowledge of CMDB and Configuration Items (CIs), including CI identification, lookup/matching logic, and the role CMDB data plays in event processing and routing.
Ability to analyze new event sources and event types, validate field mappings, normalize incoming data, and translate monitoring requirements into Event Management rules.
Experience designing and maintaining event correlation, deduplication, filtering, and suppression logic to improve alert quality and reduce operational noise.
Strong troubleshooting skills across monitoring integrations, event processing, alert creation, routing, and downstream incident workflows.
Experience with REST APIs, JSON, scripting, and automation, with ServiceNow JavaScript and Python knowledge being beneficial.
Understanding of ITIL / ITSM operational processes, particularly Incident, Change, Problem, and Configuration Management.
Ability to assess monitoring requirements and identify opportunities for automation and operational process improvement.
Experience supporting production environments, including root-cause investigation, implementation validation, and post-production troubleshooting.
Ability to work effectively with application, infrastructure, cloud, monitoring, ServiceNow, and operations teams to onboard and support monitoring solutions.
Strong analytical skills with the ability to work through complex technical requirements and translate them into scalable Event Management solutions.
Strong documentation skills for maintaining technical designs, procedures, standards, rule inventories, and operational support documentation.
Ability to balance day-to-day operational support with engineering/enhancement work and manage multiple priorities.
Strong communication skills, with the ability to explain complex Event Management behavior to both technical teams and business/leadership stakeholders.
Demonstrated focus on operational resilience, alert quality, governance, standardization, and continuous improvement.
Actual salary is determined based on the role, location, individual experience, skills, and other considerations. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
