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Expert Monitoring and Automation Engineer


Key Responsibilities

  • Validating ServiceNow ITOM discovery results and troubleshooting as required.
  • Assist with CMDB processes and Best Practices.
  • Assume role of SME (Subject Matter Expert) for ServiceNow ITOM/Ansible AWS for the core services team.
  • Assume role of SME (Subject Matter Expert) for BMC TrueSight/BMC Patrol for the core services team.
  • Assist the System Engineers and application support teams on the use of the tools.
  • Implement and manage a system of BMC patrol policies that application teams and technical owners can apply to their servers to meet monitoring needs in a logical and practical fashion.
  • Develop automated responses for monitoring events via Ansible AWS playbooks and ServiceNow ITOM workflows.
  • Develop dashboards within BMC Truesight to provide telemetry and operational awareness during incident management.
  • Building Performance Analytics Dashboards, Widgets, Automated Indicators and Formula Indicators in ServiceNow.
  • Regularly collaborate with in-house support engineers and developers to produce creative solutions and improve customer satisfaction.
  • Engineer solutions to meet company’s SLA's and client expectations.
  • Develop, maintain, and update documentation.

Required Skills

  • 10 + years of overall IT Experience, 5+ years BMC TrueSight experience, ServiceNow ITOM experience or Ansible automation experience.
  • 5+ years of hands-on Support experience in resolving technical issues via tickets by urgency and priority.
  • Must have experience working in a larger enterprise environment with ITIL functions (Incident, Request, Change management). 
  • Experience with ServiceNow ITOM Orchestration, BMC TrueSight/Patrol, Ansible AWX
  • Experience using BMC TrueSight with other non-BMC platforms such as Service-Now, Ansible AWX, etc.
  • Knowledge of BMC TrueSight best practices.
  • Proficiency in Bash shell, Powershell, or Python scripting; Hands-on experience in Windows OS.
  • Experience in networking, DNS, load-balancing, and clustering technologies.
  • Experience with ServiceNow automated discovery tool and ITOM Orchestration.
  • Experience with Ansible AWX Automation playbooks.
  • Fundamental knowledge of Linux (Redhat version 5-7), VMWare, and Windows OS administration.
  • Experience with ServiceNow API integration.
  • Effective troubleshooting skills across datacenter infrastructure components Network, F5, Operating Systems, SAN, Virtualization.
  • Proficiency in Bash shell, Powershell, or Python scripting; Hands-on experience in Windows OS.
  • Scripting or programming experience in languages like Bash, C, Perl, Python, Java, or Ruby.
  • Excellent communication skills to provide timely updates on all issues, projects, and troubleshooting.
  • Experience with technical ServiceNow components such as: business rules, client scripts, UI policies and actions, UI pages and macros, script includes, catalog items, workflows, web services, reports, etc.
  • Strong understanding of a Configuration Management Database (CMDB) and its relationship to asset management and IT service management processes.
  • Dedicated and loyal to the team‘s objectives, willing to go the extra mile to ensure team success.
  • Experience in pulling resources together from different technical teams to work on a single goal.
  • Strong understanding of Infrastructure technologies like Storage Area Networks, Open Systems and Firewalls.
  • ITIL certification highly recommended.
  • Experience with other automation platforms (puppet, chef, salt, etc.) a plus.
  • Experience in a DevOps/SRE role a plus.
  • Experience with Splunk a plus.
  • Certifications with BMC, ServiceNow, or Ansible a plus.


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