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Job Description
The ITOM Intermediate Platform Engineer is responsible for supporting and enhancing the ServiceNow ITOM product suite within the Group Technology & Transformation segment. This role focuses on implementing and operating ServiceNow ITOM Visibility (Discovery, Service Mapping, Agent Client Collector) and ITOM Health (Event Management, Metric Intelligence, Health Log Analytics), along with related integrations that enable proactive, service‑aware operations.
The engineer ensures CMDB accuracy, integrates monitoring tools, reduces alert noise through AIOps, and improves triage and remediation processes in Service Operations Workspace. The role works closely with SRE/Operations, Application Owners, and ITSM teams. Experience with IT service and operations in multi‑cloud environments, ITIL processes, data centre operations, software deployment technologies, and customer engagement is advantageous.
The primary purpose of this role is to ensure the smooth running of the ServiceNow ITOM application suite—including Discovery, Service Mapping, CMDB, Event Management, Orchestration, and Cloud Management—by delivering outcomes through independent effort.
Key Responsibilities:
- Create, validate, and maintain service maps, patterns, probes, and sensors to ensure complete and accurate infrastructure and application discovery.
- Monitor and reconcile discovery and mapping results, resolving anomalies and defining identification and reconciliation rules.
- Plan and maintain ServiceNow MID server capacity and configuration.
- Collaborate with Service Owners and SMEs to ensure accurate and up‑to‑date service maps.
- Gather required environment details from SMEs to support service mapping and event management activities.
- Build new service maps independently and validate completeness, accuracy, and readability with stakeholders.
- Align service maps with existing monitoring coverage and enhance Event Management rules to support correct CMDB binding.
- Implement impact assessment rules within service maps and validate them with SMEs.
- Participate in user acceptance testing for service maps, impact rules, and event management enhancements.
- Promote update sets and configuration changes across ServiceNow environments.
- Investigate and remediate production incidents related to the ITOM scope.
- Work with the ServiceNow technical lead to maintain consistency and avoid conflicts in shared patterns and designs.
- Maintain clear operational documentation and SOPs to reduce support risk and inefficiency.
- Ensure work remains aligned with ongoing environment cloning, patching, and upgrades.
Requirements:
1. ServiceNow ITOM & CMDB Expertise
- Minimum 3 years hands‑on experience with at least three ITOM applications:
Discovery, Service Mapping, Event Management, Orchestration, Cloud Management - Strong understanding of CI classes, relationships, reconciliation, and CMDB data integrity
- Ability to design, build, and maintain patterns, probes, sensors, workflows, and event rules
2. Integration, Automation & Scripting
- MID Server configuration and troubleshooting
- API integrations (REST/SOAP) and third‑party monitoring tool integrations (e.g., SolarWinds, Dynatrace)
- JavaScript, Glide API; PowerShell/Python (advantage)
- Workflow/Flow Designer & Orchestration automation
- Knowledge of infrastructure objects, authentication, and required permissions
3. Infrastructure, Cloud & Monitoring Knowledge
- Networking fundamentals: TCP/IP, DNS, SNMP
- OS basics: Windows & Linux administration
- Cloud concepts: AWS, Azure, Google Cloud (certifications advantageous)
- Event rules, alert correlation, and ITIL‑aligned event management
- Understanding of how monitoring tools feed data into ServiceNow
Qualifications
- Bachelor’s degree or equivalent diploma/certifications
- ServiceNow certifications (advantageous)
- AWS certification (advantageous)
Skills
Action Planning, Application Development, Business Process Design, Computer Literacy, Data Management, Data Modeling, Evaluating Information, Identifying Customer Needs, Information Technology (IT) Support, Market Analysis, Oral Communications, Product Development, Technical Support, Technical Troubleshooting, Test Case Management, User Requirements Documentation, Web Development
Competencies
Action Oriented
Collaborates
Communicates Effectively
Cultivates Innovation
Customer Focus
Decision Quality
Ensures Accountability
Manages Complexity
Education
NQF Level 7 - Degree, Advance Diploma or Postgraduate Certificate or equivalent
Closing Date
10 June 2026 , 23:59
The appointment will be made from the designated group in line with the Employment Equity Plan of Old Mutual South Africa and the specific business unit in question.
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