Senior Technical Consultant /Infra Ops Specialist will manage and optimize enterprise infrastructure operations with a strong focus on ServiceNow Service Mapping and ServiceNow ITOM to improve service visibility and reliability. The role involves designing and maintaining robust monitoring and mapping solutions collaborating with cross functional teams and ensuring stable day operations in a hybrid work environment for global stakeholders.
Responsibilities
- Drive the design and implementation of ServiceNow Service Mapping to create accurate service models that improve transparency of dependencies and reduce incident resolution time for critical business services.
- Optimize ServiceNow ITOM capabilities to enhance infrastructure monitoring and event management so that operations teams can proactively identify issues and maintain high availability of enterprise applications.
- Coordinate with application owners and infrastructure teams to collect configuration and dependency data that ensures service maps are comprehensive current and aligned with actual production environments.
- Maintain service mapping patterns and discovery configurations so that data quality remains consistent and service models support reliable impact analysis for planned and unplanned changes.
- Monitor daily infrastructure operations through ServiceNow dashboards to identify performance trends and recurring issues that require targeted remediation and continuous improvement initiatives.
- Collaborate with incident and problem management teams to correlate events and alerts with mapped services so that root cause analysis is more precise and recovery actions are timely and effective.
- Implement operational standards and best practices for ServiceNow ITOM usage including naming conventions and data hygiene so that the platform remains scalable and easy to maintain.
- Support change management processes by validating that service maps reflect new deployments and retired components so that risk assessments and approvals are based on accurate operational views.
- Analyze operational metrics and KPIs from ServiceNow reports to recommend infrastructure optimization steps that improve stability and help the company deliver reliable services to customers and communities.
- Coordinate with security and compliance stakeholders to ensure that discovered configuration data adheres to internal policies and contributes to resilient operations that protect organizational and societal interests.
- Guide cross functional teams on effective use of ServiceNow Service Mapping and ITOM features so that daily workflows are efficient and aligned with the company purpose of dependable digital services.
- Document operational procedures and mapping standards in clear runbooks so that day shift teams across hybrid work locations can consistently support infrastructures without service disruption.
- Contribute to continuous improvement initiatives by evaluating new ServiceNow features and recommending enhancements that increase automation and reduce manual tasks for infra operations.
Qualifications
- Demonstrate strong hands on experience in ServiceNow Service Mapping configuration and maintenance with the ability to design clear service models that represent complex enterprise infrastructures.
- Bring solid experience working with ServiceNow ITOM modules including discovery and event management with a focus on improving observability and operational response times.
- Apply advanced understanding of infrastructure components such as servers networks databases and cloud services to ensure service maps and monitoring setups reflect actual technical landscapes.
- Utilize analytical skills to interpret operational data and incidents from ServiceNow dashboards to drive actions that improve service reliability and operational efficiency.
- Show capability to work effectively in a hybrid environment by coordinating with distributed teams through clear communication and structured documentation of infra operations.
- Possess experience in enterprise environment operations for eight to twelve years demonstrating maturity in handling complex incidents and critical production scenarios.
