Assistant Manager - ServiceNow Event Management Process Manager - Deloitte Support Services India Private Limited
Location: Hyderabad
Position Type: Full-Time
Position Overview:
The ServiceNow Event Management Process Manager is responsible for overseeing and optimizing the event management processes within the ServiceNow platform. This role involves developing, implementing, and continuously improving event management strategies to ensure effective monitoring, detection, and resolution of IT infrastructure events. The ideal candidate will have extensive experience with the ServiceNow platform, a strong background in IT service management, and excellent leadership and analytical skills.
Key Responsibilities:
· Process Development and Implementation:
- Design and implement event management processes within the ServiceNow platform in alignment with ITIL best practices.
- Develop policies, procedures, and guidelines for effective event management.
- Ensure event management processes are integrated with other IT service management processes within ServiceNow.
· Event Monitoring and Detection:
- Oversee the configuration and maintenance of the ServiceNow Event Management module.
- Ensure comprehensive monitoring of IT infrastructure and applications through ServiceNow.
- Establish thresholds and criteria for event detection and alerting within ServiceNow.
· Continuous Improvement:
- Analyze event data from ServiceNow to identify trends and areas for improvement.
- Implement continuous improvement initiatives to enhance event management effectiveness.
- Stay updated with industry best practices and emerging technologies in event management.
· Reporting and Documentation:
- Generate and distribute regular reports on event management performance using ServiceNow.
- Maintain accurate documentation of event management processes and configurations within ServiceNow.
- Provide training and support to IT staff on ServiceNow event management processes and tools.
· Collaboration and Communication:
- Work closely with IT operations, service desk, and other relevant teams to ensure seamless event management.
- Participate in cross-functional meetings to discuss and resolve event-related issues.
- Communicate effectively with stakeholders at all levels to ensure understanding and alignment.
Qualifications:
· Education:
- Bachelor’s degree in computer science, Information Technology, or a related field.
· Experience:
- Minimum of 5-7 years of experience in IT service management or a similar role.
- Proven experience with the ServiceNow platform, specifically in ServiceNow ITOM and Discovery
- Experience with ITIL processes and frameworks.
· Certifications:
- ServiceNow Certified System Administrator (CSA) required.
- ITIL Foundation Certification is required.
- Advanced ITIL certifications (e.g., ITIL Practitioner, ITIL Intermediate) are a plus.
Skills:
· Technical Skills:
- Proficiency in configuring and managing the ServiceNow Event Management /ITOM module and AIOPs
- Strong understanding of IT infrastructure, including servers, networks, and applications.
- Familiarity with monitoring and alerting tools and technologies.
· Analytical Skills:
- Excellent problem-solving and analytical skills.
- Ability to analyze event data and identify patterns and trends.
· Communication Skills:
- Strong verbal and written communication skills.
- Ability to communicate effectively with technical and non-technical stakeholders.
· Organizational Skills:
- Strong organizational and time management skills.
- Ability to manage multiple tasks and priorities in a fast-paced environment.
· Leadership Skills:
- Proven ability to lead and manage cross-functional teams.
- Strong customer service orientation and ability to work effectively in a team-oriented environment.
How you’ll grow
At Deloitte, we’ve invested a great deal to create a rich environment in which our professionals can grow. We want all our people to develop in their own way, playing to their own strengths as they hone their leadership skills. And, as a part of our efforts, we provide our professionals with a variety of learning and networking opportunities—including exposure to leaders, sponsors, coaches, and challenging assignments—to help accelerate their careers along the way. No two people learn in exactly the same way. So, we provide a range of resources including live classrooms, team-based learning, and eLearning. DU: The Leadership Center in India, our state-of-the-art, world-class learning Center in the Hyderabad offices is an extension of the Deloitte University (DU) in Westlake, Texas, and represents a tangible symbol of our commitment to our people’s growth and development. Explore DU: The Leadership Center in India
Benefits
At Deloitte, we know that great people make a great organization. We value our people and offer employees a broad range of benefits. Learn more about what working at Deloitte can mean for you.
Deloitte’s culture
Our positive and supportive culture encourages our people to do their best work every day. We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them to be healthy, centered, confident, and aware. We offer well-being programs and are continuously looking for new ways to maintain a culture that is inclusive, invites authenticity, leverages our diversity, and where our people excel and lead healthy, happy lives. Learn more about Life at Deloitte.
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