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Job Description
The ITOM Intermediate Platform Engineer is responsible for effective support of the ITOM product suite on ServiceNow within the Group Technology & Transformation segment. The successful candidate is responsible for implementing and operating ServiceNow’s ITOM Visibility (Discovery, Service Mapping, Agent Client Collector), ITOM Health (Event Management, Metric Intelligence, Health Log Analytics), and related integrations to deliver proactive, service aware operations. They maintain CMDB accuracy, integrate monitoring tools, reduce alert noise using AIOps, and enable faster triage and remediation in Service Operations Workspace—working closely with SRE/Operations, App Owners, and ITSM teams.
Experience with IT Service and Operations projects in Multi Cloud datacenters, ITIL processes, Data Centre operations, software deployment technologies and customer relationships are an advantageous prerequisite.
The primary purpose of the ITOM engineer is to support the smooth running of the ServiceNow ITOM Application suite which includes Discovery, Service Mapping, CMDB, and Event Management, Orchestration and Cloud Management function. The individual will be responsible for achieving results through own efforts.
Key Responsibilities:
- Be a technical expert for Event Management, Service mapping and Discovery.
- Creating new service maps/patterns and building/validating that related event management capabilities are working to support an automated service health dashboard
- Designing, developing, and implementing custom patterns, probes, and sensors to achieve a complete and accurate discovery of infrastructure components and application services.
- Monitor discovery and service mapping results, reconciling, and addressing any anomalies.
- Define identification and reconciliation rules
- Plan capacity, maintenance, and configuration of ServiceNow MID servers.
- Works with Service Owners and SMEs to ensure that accurate service maps are discovered and maintained.
- Interact with Application and technical SMEs to get necessary environment information to support service map and event management work
- Independently build new service maps.
- Work with Application and technical SMEs stakeholders to confirm map validity (completeness, accuracy, and readability).
- Reconcile the resulting maps with existing monitoring coverage.
- Enhance ServiceNow (SN) Event management rules as necessary to ensure proper CMDB binding.
- Reflect impact assessment rules within service maps and validate with technical SMEs and stakeholders.
- Participate in user acceptance testing of the resulting maps, impact rules and event management work.
- Promote your update sets and data across applicable SN environments.
- Remediate any production incidents that arise related to this scope.
- Align with existing SN technical lead for map/event work to ensure consistent approach that does not break shared patterns.
- Proactively maintain operational documentation and SOPs to reduce support risk & inefficiency.
- Ensure your work is retained and reconciled with ongoing environment cloning, patching and upgrades
Requirements:
- Bachelor's degree or equivalent diploma or certifications in the specialized IT fields
- ServiceNow Certifications (advantage).
- AWS certification (advantage)
- Scripting experience – JavaScript, PowerShell, Python (advantage)
- Expertise with experience in data source integrations
- Must have hands 3 years’ experience in ITOM across at least any 3 of Discovery, Service Mapping, Orchestration, Cloud Management, Event Management applications.
- Experience with integrations with monitoring tools such as Dynatrace, Thousand Eyes, CloudWatch, SolarWinds, New Relic, Prometheus, Data Dog, BCM Helium, ManageEngine, etc.
- Client interaction and project delivery handling while maintaining a high standard of customer relationship and satisfaction
- Demonstrated understanding of ITIL practices/skills.
- Basic knowledge on infrastructure objects, credentials & permissions required to query information.
- Basic knowledge on Windows, UNIX commands
Skills
Action Planning, Application Development, Business Process Design, Computer Literacy, Data Management, Data Modeling, Evaluating Information, Identifying Customer Needs, Information Technology (IT) Support, Market Analysis, Oral Communications, Product Development, Technical Support, Technical Troubleshooting, Test Case Management, User Requirements Documentation, Web Development
Competencies
Action Oriented
Collaborates
Communicates Effectively
Cultivates Innovation
Customer Focus
Decision Quality
Ensures Accountability
Manages Complexity
Education
NQF Level 7 - Degree, Advance Diploma or Postgraduate Certificate or equivalent
Closing Date
16 December 2025 , 23:59
The appointment will be made from the designated group in line with the Employment Equity Plan of Old Mutual South Africa and the specific business unit in question.
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