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Description

Role Overview:

The IT Event Manager will lead the implementation, administration and governance of Event

Management in ServiceNow ITOM, ensuring consistent and automated Incident response across

critical systems. This will include integrating alert sources such as New Relic, DataDog, UiPath and

APIs into ServiceNow, managing workflows, and training stakeholders on Incident handling and

escalation protocols.

This individual will also:

• Develop IT Event Management Policy and Process documents.

• Collaborate with IT Teams and Business Lines to develop and implement Service Mapping in ServiceNow ITOM.

• Step in as needed to provide IT Major Incident Management coverage.

Requirements

Event Management

* Own the ServiceNow Event Management module and drive its full deployment.

* Establish and maintain integrations with alert sources

* Configure alert field mappings and severity rules for incoming events.

* Define and manage Event Management user roles in ServiceNow

* Document workflows and runbooks

* Develop IT Event Management Policy and Process documents

Service Mapping

* Collaborate with IT Teams and Business Lines to determine strategy for collecting

information about Configuration Items and organizing them into Services

* Work with application owners to validate service maps, and fine tune as needed

Alert Governance & Automation

* Design alerting policies and dashboards for critical banking applications.

* Ensure alerts generate actionable incidents in ServiceNow with proper routing and

escalation

* Implement runbooks and workflows for Support teams

* Automate paging and notifications for Tier 1 incidents and vendor alerts

Collaboration & Training

* Work closely with stakeholders including NOC, Application Support, and ITSM teams

* Provide training and documentation for alert handling and incident response

* Lead workshops and knowledge transfer sessions

Monitoring & Reporting

* Expand reporting capabilities for monitoring and alerts

* Develop governance framework for incident response and escalation

* Track SLA commitments and incident resolution metrics

* Deliver weekly status reports and final implementation summaries

Major Incident Coverage

* Run bridge calls on Major Incidents, ensuring the engagement of the proper subject matter

experts, including Third Party providers

* Communicate status of Major Incidents to the Enterprise following the established SLAs

* Engage the proper business parties to capture business impacts and align the incident

priority accordingly

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