ServiceNow ITOM, Event Management, JavaScript, MID Server, REST API

Job Description: ServiceNow Event Management Engineer / Developer

Position Summary

The ServiceNow Event Management Engineer/Developer is responsible for designing, building, integrating, and optimizing the ServiceNow Event Management (EM) capability within the IT Operations Management (ITOM) suite. This is a deeply technical engineering role focused on platform development, event ingestion, alert correlation logic, scripting, automation workflows, and monitoring-tool integrations.

The engineer/developer works closely with observability, monitoring, SRE, cloud, and infrastructure teams to transform raw monitoring data into actionable insights, reduce operational noise, and enable proactive incident prevention. This role also contributes to advanced operational intelligence by supporting AIOps-driven correlation, anomaly detection, and predictive alerting models that improve service reliability.

Key Responsibilities

Event Management Engineering & Development

• Architect, configure, and enhance ServiceNow Event Management, including:

• Event rules and alert rules

• Deduplication, suppression, and prioritization logic

• Enrichment, normalization, and remapping

• Correlation logic and root-cause identification (RCA)

• Develop event processing logic using JavaScript, Glide API, Flow Designer, and IntegrationHub.

• Build automated workflows for alert grouping, reduction, routing, and incident creation.

Monitoring & Tool Integrations

• Integrate ServiceNow EM with enterprise monitoring platforms such as:
  Dynatrace, Datadog, AppDynamics, SolarWinds, Splunk, SCOM, Nagios, CloudWatch, Azure Monitor, etc.

• Develop and maintain event ingestion flows through:

• MID Servers

• REST/SOAP APIs

• Webhooks

• Event Connectors

• Custom integration scripts

• Ensure event payloads map correctly to CIs, applications, and infrastructure components.

Automation & Remediation Development

• Build automated remediation workflows using Flow Designer, Orchestration, MID Server scripts, IntegrationHub, PowerShell, Python, or REST APIs.
• Create event-driven runbooks/playbooks that eliminate manual operational steps.
• Integrate automated responses with DevOps, SRE, and Operations processes.

Event Noise Reduction, Optimization & AIOps

• Analyze noisy event sources, recurring alerts, and high-volume event patterns.
• Improve correlation logic, enrichment rules, and filtering to reduce alert fatigue.
• Optimize event ingestion performance.
• Collaborate with monitoring teams to improve signal quality at the source (thresholds, metrics, configuration tuning).
• Support AIOps capabilities including correlation, anomaly detection, predictive alerting, and machine-learning-driven RCA models to improve operational insight and reduce reactive incidents.

Cross-Functional Collaboration

• Work closely with cloud, infrastructure, network, security, and application teams to validate events and ensure endtoend visibility.
• Partner with NOC, SRE, and Operations teams to refine alert-to-incident workflows and improve triage efficiency.
• Support Incident and Problem Management by supplying actionable correlation data and RCA traceability.

Documentation, Standards & Governance

• Document event rules, correlation logic, integration flows, workflows, and onboarding practices.
• Define standards for event payload structure, naming conventions, CI/event alignment, and connector usage.
• Support audit readiness, compliance requirements, and operational readiness reviews.

Required Qualifications

• 5–8+ years hands-on experience with ServiceNow ITOM, Event Management, monitoring, or observability engineering.

• Strong expertise in:

• Event rules, alert rules, correlation logic, enrichment, deduplication

• JavaScript / Glide API and integration scripting

• Network monitoring protocols and standards like: SNMP MIB/OIDs, and SNMP traps

• REST APIs, MID Server integrations, and webhook/event processing

• Mapping payloads to CIs and application/infrastructure components

• Experience with monitoring tools such as Dynatrace, Datadog, AppDynamics, Splunk, SolarWinds, or cloud-native observability tools.

• Solid understanding of infrastructure and cloud operations (Windows, Linux, VMware, networking, AWS/Azure/GCP monitoring models).

• Ability to parse logs, event streams, and raw payloads for debugging and optimization.

• Strong communication, documentation, and cross-functional coordination skills.

Preferred Qualifications

• ServiceNow certifications: CSA, CISITOM, CISEvent Management.
• Experience with AIOps correlation, anomaly detection, predictive alerting, and machine-learning-based RCA.
• Familiarity with OpenTelemetry concepts
• Scripting experience (Python, PowerShell, Bash, Regex, Json, YAML, XML) for automation and integrations.
• Exposure to Service Mapping or Discovery data models.