Location: Remote
Experience – 12years
Key Responsibilities Proactive Service Management • Design, implement, and manage proactive monitoring and alerting within ServiceNow (Event Management, ITOM, AIOps). • Enable predictive incident detection through ServiceNow Predictive Intelligence and anomaly detection models. • Analyze historical incidents and request trends to recommend preventive actions and automation opportunities. • Collaborate with service owners to shift left recurring issues and reduce ticket volumes. Service Health & Monitoring • Configure and maintain health dashboards in ServiceNow for service availability, performance, and compliance. • Monitor ServiceNow Performance Analytics KPIs to identify risks, degradation, or capacity issues in advance. • Partner with IT Operations to ensure infrastructure and application health data feeds into ServiceNow for real-time visibility. Automation & Preventive Actions • Develop automated workflows and playbooks to resolve common issues before they impact users (using Flow Designer, Orchestration, or ServiceNow Automation Engine). • Implement self-healing scripts and auto-remediation actions for known problems. • Work closely with Problem Management teams to ensure proactive servicing feeds into root cause elimination. User Experience & Engagement • Use ServiceNow Digital Experience Monitoring (DEM) or third-party integrations to track end-user experience. • Provide proactive notifications and communication to stakeholders when issues are anticipated. • Partner with Employee Experience and Service Desk teams to improve digital workplace satisfaction. Continuous Service Improvement (CSI) • Identify trends, inefficiencies, and automation opportunities from ServiceNow data insights. • Maintain a proactive servicing roadmap aligned with ITIL 4 practices and enterprise goals. • Contribute to quarterly service reviews with stakeholders, highlighting proactive measures that reduced incidents
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