ITOM Observability Senior Engineer

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Your Role: ServiceNow Software Developer

We are seeking a ITOM Observability Senior Engineer to serve as the technical authority for our ServiceNow ITOM suite within the TechOps organization. This role is responsible for the technical design, implementation, and optimization of our observability and event management ecosystem, while providing broader technical ownership of the ITOM platform to ensure high environment visibility and proactive service health.

You will be joining TechOps, who are responsible for all IT Infrastructure, Client Services, and Global & Site Operations across the enterprise. We leverage modern technologies to build for the future and empower Elanco employees to build amazing things.

Your Responsibilities:

• Provide global technical ownership for the broader ServiceNow ITOM suite, engaging with cross-functional stakeholders to ensure the CMDB and Discovery processes are architecturally sound and aligned with enterprise-wide operational goals.

• Develop and maintain complex integrations with enterprise monitoring tools such as SolarWinds and Azure Monitor using IntegrationHub and REST/SOAP APIs.

• Ensure effective signal quality, noise reduction, and alignment of upstream monitoring and telemetry data to maximise the effectiveness of event correlation and service outcomes

• Act as the Tier 3 technical escalation point for complex ITOM issues, including Discovery failures, MID server bottlenecks, and integration gaps.

• Architect and build high-fidelity Business Service Maps to ensure Event Management provides real-time visibility into business service health.

• Ensure the CMDB and ITOM architecture aligns with CSDM 4.0+ standards to provide a robust data foundation for observability and reporting.

• Design advanced dashboards and visualizations to effectively communicate event health and observability metrics to technical teams and leadership.

• Collaborate with Infrastructure, Cloud, and Security teams to resolve technical prerequisites such as firewall configurations, MID server placement, and credential management.

• Lead the technical design and end-to-end implementation of ServiceNow Event Management, including event rules, alert correlation, and threshold configurations.

• Define and optimise correlation patterns based on recurring event signatures, anomaly behaviours, and domain-specific signal conditions.

• Build automated remediation workflows using Flow Designer to transform incoming alerts into self-healing operational actions.

• Create and maintain custom Discovery patterns and sensors to ensure full visibility into unique or legacy global infrastructure.

• Provide technical guidance and code reviews for the ITOM development team to ensure all solutions meet Elanco’s standards for performance and scalability.

• Ensure consistency of correlation logic across observability and monitoring platforms to deliver unified and accurate service outcomes.

What You Need to Succeed (minimum qualifications): 

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.

• 5+ years of experience in IT Operations/infrastructure, with at least 3 years of hands-on development and architecture experience within the ServiceNow ITOM suite.

• ServiceNow Certified System Administrator (CSA) certification.

• Deep understanding of ServiceNow ITOM modules (Discovery, Service Mapping, Event Management) and their interdependencies with CMDB and ITSM.

• Proven expertise in JavaScript, Glide API and ServiceNow platform architecture.

• Strong ability to translate complex business requirements into detailed technical specifications and architectural designs.

• Excellent problem-solving and debugging skills with a focus on identifying root causes in complex integrated environments.

What will give you a competitive edge (preferred qualifications): 

• ServiceNow Certified Implementation Specialist (CIS) in Discovery, Event Management, or Service Mapping.

• Demonstrated experience in event correlation, alert grouping, and root cause analysis within a large-scale enterprise environment.

• Experience with cloud platforms (e.g., AWS, Azure, GCP) and their integration with ServiceNow ITOM.

• Familiarity with other monitoring tools and automation platforms.

• Experience working in a large, global enterprise environment with complex IT infrastructure 

• Technical: ServiceNow ITOM (Discovery, Service Mapping, Event Management, Operational Intelligence, Orchestration, Cloud Management), CMDB, ITIL Framework, Agile Methodologies, Product Road mapping, Backlog Management, Requirements Gathering, User Story Creation, Data Analysis, Operational Metrics, Cloud Technologies, Automation Concepts.

• Soft Skills: Strategic Thinking, Leadership, Stakeholder Management, Communication (written and verbal), Negotiation, Prioritization, Problem-solving, Analytical Thinking, Collaboration, Operational Excellence Focus, Visionary.

Additional Information: 

• Travel: 0-10% 

• Location: Bangalore, India -  Hybrid Work Environment

Don’t meet every single requirement? Studies have shown underrepresented groups are less likely to apply to jobs unless they meet every single qualification. At Elanco we are dedicated to building a diverse and inclusive work environment. If you think you might be a good fit for a role but don't necessarily meet every requirement, we encourage you to apply. You may be the right candidate for this role or other roles!  

Elanco is an EEO/Affirmative Action Employer and does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability or any other legally protected status

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