- Company Name
- Western Alliance Bank
- Job Title
- Principal Engineer I - AIOps ServiceNow
- Job Description
-
**Job title**
Principal Engineer I – ServiceNow AIOps
**Role Summary**
Lead the design, implementation, and governance of ServiceNow AIOps/ITOM solutions, driving enterprise-wide observability, automation, and reliability. Provide subject‑matter expertise, oversee large‑scale deployments, mentor junior engineers, and ensure solutions meet security, compliance, and operational SLAs.
**Expectations**
- 8+ years in enterprise IT operations or observability with deep hands‑on ServiceNow AIOps expertise.
- Proven delivery of event management, predictive AI, health log analytics, metric intelligence, and discovery/service mapping at scale.
- Demonstrated architecture skills across CMDB, data pipelines, and large‑scale event processing.
- Strong leadership, communication, and cross‑functional project management.
**Key Responsibilities**
- Define multi‑year roadmap for ServiceNow AIOps/ITOM aligned to business SLAs, SRE, and platform governance.
- Architect event correlation, noise reduction, anomaly detection, and root‑cause workflows using ServiceNow Event Management, Predictive AIOps, and Health Log Analytics.
- Establish design patterns for service maps, dependency models, CMDB, Discovery, and Service Graph.
- Lead build‑out and optimization of Event Management, Cloud Observability, Metric Intelligence, and Log Analytics (parsers, classifiers, deduplication).
- Implement automation for enrichment and remediation via Flow Designer, Orchestration, IntegrationHub, and custom actions; guide self‑healing runbooks.
- Integrate ServiceNow with monitoring/logging tools (Dynatrace, AppDynamics, Datadog, New Relic, Splunk, Elastic) and cloud providers (AWS, GCP, Azure).
- Design end‑to‑end AIOps solutions, hand them off to lower‑level engineers, and review technical plans for quality and scalability.
- Build performance dashboards for key applications and align with business partner objectives.
- Produce physical and logical solution documentation, enforce standards, and support operational process definitions.
**Required Skills**
- ServiceNow ITOM/AIOps – Event Management, Predictive AIOps, Health Log Analytics, Metric Intelligence, Discovery, Service Mapping.
- Architecture of CMDB, data pipelines, large‑scale alert/event processing.
- Hands‑on IntegrationHub, Flow Designer, MID Server, REST/SOAP APIs, JavaScript scripting.
- Integration with Dynatrace, Datadog, AppDynamics/New Relic, Splunk/Elastic, CloudWatch, Azure Monitor, Stackdriver.
- SRE/ITIL knowledge (incident, problem, change), reliability engineering, automation‑first operations.
- Leadership of cross‑functional teams, multi‑project management, mentoring.
- Regulatory compliance understanding (CFPB, OCC, FRB) and financial services domain knowledge.
- Strong written and verbal communication, presentation skills.
**Required Education & Certifications**
- Bachelor’s degree in Computer Science, Information Technology, or related field (Master’s or MBA preferred).
- Certified System Administrator (CSA).
- Certified Implementation Specialist – ITOM (Event Management, Discovery, Service Mapping).
- ServiceNow Micro‑certifications in AIOps, Health Log Analytics, Cloud Observability.
- Certified Application Developer (CAD) preferred.