1 day ago
Heredia, Costa RicaStaff+
Responsibilities
- Design, develop, implement, troubleshoot, and support ServiceNow integrations with external enterprise platforms.
- Define integration requirements, data mappings, interfaces, technical architecture, and implementation plans through production support.
- Assess the current ServiceNow environment and create a phased AI and AIOps roadmap.
- Implement event management, alert correlation, anomaly detection, incident automation, root-cause analysis, predictive operations, and automated remediation capabilities.
- Establish CMDB, CSDM, Discovery, Service Mapping, ITOM, and Service Graph foundations for integrated service management and AIOps.
- Gather requirements, identify automation opportunities, evaluate risks and dependencies, and translate operational needs into scalable solutions.
- Support platform governance and administration, including upgrades, release management, testing, code reviews, documentation, platform health, security, and architecture standards.
- Lead ServiceNow enhancements and strategic initiatives while measuring operational and business outcomes.
Requirements
- At least 5 years of ServiceNow experience across platform administration, development, integrations, and solution design.
- Demonstrated experience designing, implementing, troubleshooting, and supporting enterprise ServiceNow integrations.
- Experience with ServiceNow ITSM and ITOM, including capabilities such as Event Management, Discovery, Service Mapping, CMDB/CSDM, Service Graph Connectors, IntegrationHub, and Flow Designer.
- Experience designing or implementing AIOps, event management, observability, monitoring, or intelligent operations solutions.
- Knowledge of event correlation, anomaly detection, predictive analytics, automated remediation, and intelligent incident management.
- Understanding of integrations between monitoring and observability platforms and ITOM, CMDB, ITSM, and AIOps capabilities.
- Experience gathering and documenting business and technical requirements and translating them into solution designs and implementation plans.
- Experience assessing technical risks, system dependencies, data requirements, licensing considerations, and implementation complexity.
- Knowledge of ITIL principles and ServiceNow architecture, development, security, and governance best practices.
- Experience collaborating with engineering, operations, service delivery, business, and leadership stakeholders.
- High school diploma required.
- Advanced written and spoken English required.
- Preferred qualifications include ServiceNow CSA, CAD, CIS-ITSM, CIS-Discovery, CIS-Service Mapping, CIS-Event Management, or another relevant ServiceNow certification.
- Preferred experience includes ServiceNow ITOM Health, Event Management, Predictive AIOps, Discovery, Service Mapping, CMDB/CSDM, Service Graph Connectors, Now Assist, Generative AI, AI agents, machine learning, automated remediation, closed-loop workflows, and managed enterprise IT operations.
Benefits
- Health and life insurance.
- Accenture days and 3 additional vacation days.
- On-site doctor.
- Birthday leave.
- Internet reimbursement.
Categories
About Accenture
Accenture is a global professional services firm providing management consulting, systems integration and technology, cybersecurity, and business process outsourcing for enterprises and governments. It operates a services-driven model delivering projects and managed services, often with major cloud and software partners, across industries worldwide. Headquartered in Dublin and publicly traded on the NYSE (ACN), it originated as Andersen Consulting and adopted the Accenture name in 2001.