Job Description
We are seeking a Principal Engineer for ServiceNow AIOPS, you'll provide SME expertise in your respective domain as well as adjacent domains to ensure solutions are safe, secure, compliant, and reliable. You'll identify development and support needs as well as take on large and complex design responsibilities supporting project tasks. You'll also engage with project and business sponsors refining requirements and objectives of targeted solutions. As a Principal Engineer I, you also facilitate dialogue and activities, and work to ensure team collaboration including teams outside of your domain. You'll develop effective presentations and narratives for IT audiences. In this role, you'll also develop the technical skills of one more junior engineers. Responsibilities include but are not limited to:
-Define the multi-year roadmap for ServiceNow AIOps/ITOM, aligned to business SLAs, SRE objectives, and platform governance.
-Architect event correlation, noise reduction, anomaly detection and root cause workflows leveraging ServiceNow Event Management,
Predictive AIOps, and Health Log Analytics.
-Establish design patterns for service maps and dependency models using CMDB, Discovery, and Service Graph.
-Lead build-out and optimization of Event Management, Cloud Observability, Metric Intelligence, and Log Analytics (including parsers, classifiers, deduplication).
-Implement automation for enrichment and remediation (Flow Designer, Orchestration, IntegrationHub, custom actions) and guide "self-healing" runbooks.
-Integrate ServiceNow with monitoring/logging tools (e.g., Dynatrace, AppDynamics, Datadog, New Relic, Splunk, Elastic), cloud providers (AWS/GCP/Azure), and messaging/ITSM systems.
-Build the solution design for ServiceNow AIOPS efforts that can be handed off to lower-level engineers for execution assuring reuse of platforms where possible.
-Review technical plans developed by lower-level engineers and analysts to assure quality designs prevail which can support the volumetrics of our business partners objectives.
-Build comprehensive measurement dashboards that give performance insight into key applications of the bank which can feed operational results of our business partners.
-Work independently or sometimes with architecture team counterparts to lay out the final documentation required for proper ongoing reference of the given solution, including physical and logical layouts with cross reference to use case models while enforcing standards, as well as assisting in the modification or buildout of procedures that support areas of operations across IT.
Skills and Requirements
-8+ years of related experience in enterprise IT Operations/Observability with deep hands-on ServiceNow ITOM/AIOPS experience
-Proven delivery of Event Management, Predictive AIOps, Health Log Analytics, Metric Intelligence, and Discovery/Service Mapping at scale.
-Strong architecture skills across CMDB modeling, data pipelines, and large-scale alert/event processing.
-Hands-on with IntegrationHub, Flow Designer, MID Server, REST/SOAP APIs, and scripting (JavaScript) in ServiceNow.
-Experience integrating with modern observability stacks (Dynatrace, Datadog, AppDynamics/New Relic, Splunk/Elastic) and cloud-native telemetry (CloudWatch, Azure Monitor, Stackdriver).
-Solid understanding of SRE/ITIL practices (incident/problem/change), reliability engineering, and automation-first operations.
-Certified System Administrator (CSA)
-Certified Implementation Specialist - ITOM (Event Mgmt, Discovery, Service Mapping)
ServiceNow Micro-Certs for AIOps/Health Log Analytics/Cloud Observability
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to HR@insightglobal.com.
