ServiceNow ITOM Analyst IV

Category/Area of Expertise: IT & Technology
Job Requisition: 391536_external_USA-PA-Carlisle_8132024
Address: USA-PA-Carlisle-1149 Harrisburg Pike
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 will lead the development and implementation of ServiceNow ITOM solution specializing in event management, health log analytics and AIOPs. The analyst is responsible for the design, configuration, and implementation of ITOM event management and aiops across the enterprise. The analyst will configure event management and aiops to manage and correlate alerts from various monitoring tools. The analyst will reduce incident volume using event management rules and restore services quickly applying aiops automation. The analyst will partner with engineering and monitoring teams to reduce alert noise and provide a single pane of glass view of enterprise operations. The 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

• Create, Design, develop and deploy ServiceNow AIOPS to enhance infrastructure monitoring, incident prediction, and automated resolution capabilities.
• Create, design and execute the development of ServiceNow ITOM solution (event management, aiops, hla) to reduce operational noise and outages and increasing service availability.
• Work cross functionally with engineers and operations to insure the overall success of the ITOM implementation
• Create, design and monitor data flow between ServiceNow ITOM and systems to ensure seamless dataflow and operational visibility.
• Create 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.
• Create, develop and implement 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

• 5 or more years of equivalent experience in relevant job or field of technology
• Experience in an advanced role or technical capacity, leading teams directly or indirectly
• Experience in guiding, training or onboarding team members in relevant technologies, capabilities or skills
• Takes on mid to large projects from start to finish and works independently on these efforts with minimal direction required
• Experience with orchestration and automation platform (ServiceNow orchestration and AIOPS, Ansible)
• Experience with monitoring tools (Datadog, Dynatrace, 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

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-CW1 #DiceJobs

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.