Project Role : Application Support Engineer
Project Role Description : Act as software detectives, provide a dynamic service identifying and solving issues within multiple components of critical business systems.
Must have skills : ServiceNow IT Operations Management
Good to have skills : Event Management
Minimum 3 year(s) of experience is required
Educational Qualification : 15 years full time education

Summary
We are seeking a highly skilled ServiceNow ITOM Specialist with advanced expertise in AI-driven automation and monitoring. The successful candidate will be responsible for designing, implementing, and optimizing ITOM solutions, leveraging artificial intelligence to enhance operational efficiency, predictive analytics, and intelligent incident management across enterprise environments.
Roles & Responsibilities
Deploy and Support ServiceNow ITOM modules (Discovery, Event Management, Orchestration, CMDB) with AI-powered enhancements for predictive monitoring and automated remediation.
Integrate AI/ML models to support anomaly detection, root cause analysis, and intelligent alerting within ServiceNow workflows.
Develop and optimize dashboards for real-time visibility into service health, operational metrics, and AI-driven insights using ServiceNow Performance Analytics and custom dashboards.
Work closely with cross-functional teams to resolve ITOM and AI-related issues, ensuring high availability and performance of IT services.
Implement and manage SLA/SLO definitions, leveraging AI for proactive compliance monitoring.
Lead troubleshooting and continuous improvement initiatives using AI analytics and automation.

Professional & Technical skills
Primary Skills
ServiceNow ITOM (Discovery, Event Management, Orchestration, CMDB)
AI/ML frameworks (TensorFlow, PyTorch, Scikit-learn, or similar)
Python (for automation and AI integration)
Cloud platforms (AWS, Azure, GCP)
Dashboard creation and optimization (ServiceNow Performance Analytics, custom dashboards)
Good to Have Skills
Integration experience with monitoring tools (DataDog, ThousandEyes, Splunk)
Knowledge of ITSM processes
Experience with Ansible or other automation tools
Familiarity with ServiceNow AI features (Predictive Intelligence, Virtual Agent)
Technical Experience
Minimum of 3 years of experience in ServiceNow ITOM implementation and administration. Hands-on experience integrating AI/ML solutions with ITOM workflows. Proficiency in Python development for automation and AI integration. Experience with cloud infrastructure and monitoring tools is a plus.
Professional Attributes
Excellent verbal and written communication skills.
Ability to work independently and collaboratively in a fast-paced environment.
Strong analytical and problem-solving skills, with a focus on innovation and automation.
Educational Qualification & Certification
Graduate Degree in Computer Science, Information Technology, or related field. ServiceNow and AI/ML certifications are a plus.

15 years full time education

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us at www.accenture.com 

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