ServiceNow ITOM Analyst IV

Category/Area of Expertise: IT & Technology
Job Requisition: 391536_external_USA-MA-Quincy
Address: USA-MA-Quincy-1385 Hancock Street
Store Code: Service Delivery: Process Controls (5145463)

Ahold Delhaize USA, a division of global food retailer Ahold Delhaize, is part of the U.S. family of brands, which also includes five leading omnichannel grocery brands - Food Lion, Giant Food, The GIANT Company, Hannaford and Stop & Shop. Ahold Delhaize USA associates support the brands with a wide range of services, including Finance, Legal, Sustainability, Commercial, Digital and E-commerce, Technology and more.

Primary Purpose

The ITOM Analyst IV is responsible for the implementation and support of the of ServiceNow ITOM solution specializing in event management, health log analytics and AIOPs. This analyst will develop integrations between ServiceNow and third-party solution in support to the configuration and implementation of ITOM event management and aiops across the enterprise. This analyst will configure event and alert management rules and remediation workflows as well as correlate alerts from various monitoring tools. This analyst will reduce incident volume using event management rules and restore services quickly applying aiops automation. This analyst will support operations teams in the reduction of alert noise across a single pane of glass view of enterprise operations. This analyst will develop and configure ServiceNow Health Log Analytics (HLA) and predictive aiops to proactively alert operations of potential impacts to operational performance and improve service availability.

Our flexible/ hybrid work schedule includes 3 in-person days at one of our core locations and 2 remote days.

Applicants must be currently authorized to work in the United States on a full-time basis.

Duties & Responsibilities

• Develop and deploy ServiceNow AIOPS to enhance infrastructure monitoring, incident prediction, and automated resolution capabilities
• Development of ServiceNow ITOM solution (event management, aiops, hla) to reduce operational noise and outages and increasing service availability
• Collaborate with engineers and operations to insure the overall success of the ITOM implementation
• Monitor data flow between ServiceNow ITOM and systems to ensure seamless dataflow and operational visibility
• Assist in creating documentation of integration processes, solutions, and design decisions for future reference and use by other engineers
• Resolve integration issues, ensuring high availability, performance, and security of the integration across the ITSM/ITOM platform
• Contribute to improving integration processes, practices, and standards, fostering a culture of continuous improvement within the team
• Stay informed about industry trends, emerging technologies, and best practices in system integration, using this knowledge to enhance your skills and contribute to the team's success

Required Qualifications

• Equivalent trainings/certifications/experience equivalency will be considered
• 5 or more years of equivalent experience in relevant job or field of technology
• Experience with orchestration and automation platform (ServiceNow orchestration and AIOPS, Ansible)
• Experience with monitoring tools (Datadog, Solarwinds, Elk)
• Experience with ServiceNow Discovery and Cloud provisioning
• Experience with ServiceNow development and architecture including data structure, CMDB, creating workflows, process automation, scripting, and Flow designer
• Problem-solving skills, with a focus on learning to deliver high-quality, reliable, and efficient solutions
• Strong leadership skills, excellent written and verbal communication skills
• Ability to work independently

Preferred Qualifications

• Bachelor's degree, advanced training and or certifications in relevant field/s of study
• 3 or more years of experience in Agile teams and Product/Platform based operating model
• Strong experience with an AIOPS platform (ServiceNow)
• ServiceNow Integration Hub Fundamentals Certification
• ServiceNow Flow Designer Fundamentals Certification
• ITIL Certification Foundations v.4
• Up-to-date knowledge of latest IT developments
• Experience in retail or grocery preferred

#LI-Hybrid #LI-NG1

Ahold Delhaize USA, a division of global food retailer Ahold Delhaize, is part of the U.S. family of brands, which also includes five leading omnichannel grocery brands - Food Lion, Giant Food, The GIANT Company, Hannaford and Stop & Shop. When considered together, the companies of Ahold Delhaize USA comprise the largest grocery retail group on the East Coast and the fourth largest grocery retail group in the nation, serving millions of omnichannel customers each week.