ServiceNow AIOps Support Engineer

Service Now AIOps Support Engineer

End client:
Truist

Houston, TX / Remote

We are seeking a skilled and motivated Service Now AIOps Support Engineer to manage and support our AIOps implementations on the Service Now platform. This role will focus on ensuring the smooth functioning of AIOps features, supporting event ingestion, anomaly detection, service mapping, and automated remediation within the Service Now IT Operations Management (ITOM) suite.

• Provide operational support for AIOps capabilities in Service Now (Event Management, Predictive AIOps, Service Mapping, and CMDB).
• Monitor and troubleshoot data ingestion pipelines from monitoring tools (e.g., Splunk, Dynatrace, App Dynamics, Datadog).
• Maintain and enhance correlation rules, anomaly detection policies, and alert suppression logic.
• Work with ITSM teams to ensure incidents and alerts are generated and routed appropriately.
• Perform root cause analysis (RCA) and contribute to continuous improvement of noise reduction and RCA capabilities.
• Collaborate with platform engineers and developers to configure and support automation workflows.
• Maintain documentation, dashboards, and runbooks for operational visibility.
• Support upgrades, testing, and patching of AIOps-related applications and integrations.
• Partner with cross-functional teams to improve service health insights and predictive capabilities.

• 8+ years of experience working with the Service Now platform, especially in ITOM / AIOps modules.
• Hands‑on experience with Event Management, Service Mapping, CMDB, and Discovery.
• Familiarity with AIOps concepts – anomaly detection, correlation, and noise reduction.
• Experience integrating Service Now with monitoring tools (e.g., Splunk, Datadog, Dynatrace, Solar Winds, App Dynamics).
• Solid understanding of ITSM processes – Incident, Change, Problem Management.
• Scripting experience (JavaScript, Power Shell, or Python) for automation and workflows.
• Strong troubleshooting and problem‑solving skills.
• Effective communication and documentation skills.

Nice to have skills: FSM - Service Now Stron Development Experience. Lead the technical design and development of Service Now Filed Service Management modules.

This is a remote position.