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Service Engineer 2

About Providence

Providence, one of the US’s largest not-for-profit healthcare systems, is committed to high quality, compassionate healthcare for all. Driven by the belief that health is a human right and the vision, ‘Health for a better world’, Providence and its 121,000 caregivers strive to provide everyone access to affordable quality care and services.

Providence has a network of 51 hospitals, 1,000+ care clinics, senior services, supportive housing, and other health and educational services in the US.

Providence India is bringing to fruition the transformational shift of the healthcare ecosystem to Health 2.0. The India center will have focused efforts around healthcare technology and innovation, and play a vital role in driving digital transformation of health systems for improved patient outcomes and experiences, caregiver efficiency, and running the business of Providence at scale.


Why Us?

  • Best In-class Benefits
  • Inclusive Leadership
  • Reimagining Healthcare
  • Competitive Pay
  • Supportive Reporting Relation

Job Title: ServiceNow ITOM Engineer 
Experience: 3–6 Years
Employment Type: Full-time
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Job Summary
We are looking for a skilled ServiceNow ITOM Engineer with hands-on experience in Service Mapping, Event Management, and a solid understanding of Common Service Data Model (CSDM). The ideal candidate will be responsible for designing, implementing, and maintaining IT Operations Management solutions on the ServiceNow platform to improve service visibility, event correlation, and operational efficiency.
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Key Responsibilities
ServiceNow ITOM Implementation & Support
•    Design, develop, and implement ServiceNow ITOM modules, primarily: 
o    Service Mapping
o    Event Management
o    Discovery (good to have)
•    Configure and maintain CMDB aligned with CSDM best practices
•    Ensure data quality, governance, and lifecycle management in CMDB
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Service Mapping
•    Develop and maintain business service maps using: 
o    Top-down Service Mapping
o    Traffic-based mapping
•    Configure patterns, probes, and sensors
•    Troubleshoot service maps and improve accuracy and coverage
•    Collaborate with application and infrastructure teams to onboard services
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Event Management
•    Implement and manage Event Management solutions including: 
o    Event ingestion (connectors, MID Server integrations)
o    Event correlation and alert management
o    Creation and tuning of alert rules and thresholds
•    Integrate monitoring tools (e.g., SolarWinds, Nagios, Azure Monitor, etc.)
•    Configure alert aggregation, deduplication, and noise reduction strategies
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Automation & Integration
•    Develop integrations using: 
o    REST/SOAP APIs
o    MID Server
•    Automate workflows and processes using: 
o    Flow Designer / Workflows
o    Business rules and scripts
•    Support event-driven automation from Event Management
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Collaboration & Support
•    Work closely with stakeholders, architects, and DevOps teams
•    Provide L2/L3 support for ITOM-related issues
•    Participate in platform upgrades and instance maintenance
•    Document solutions, processes, and configurations
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Required Skills & Qualifications
Technical Skills
•    Strong experience in ServiceNow ITOM modules: 
o    Service Mapping (mandatory)
o    Event Management (mandatory)
•    Experience with CMDB design, health, and governance
•    Knowledge of: 
o    Discovery tools (preferred)
o    Integration technologies (REST, SOAP, APIs)
•    Familiarity with cloud platforms (AWS/Azure/GCP) is a plus
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ServiceNow Platform Skills
•    Strong scripting skills: 
o    JavaScript
o    Glide APIs
•    Experience with: 
o    Business Rules
o    Script Includes
o    UI Policies
o    Flow Designer
•    Understanding of MID Server architecture
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Preferred Certifications
•    ServiceNow Certified System Administrator (CSA)
•    ServiceNow Certified Implementation Specialist – ITOM (preferred)
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Nice to Have
•    Experience with Operational Intelligence / AIOps
•    Exposure to ITIL processes (Incident, Problem, Change)
•    Experience in multi-cloud monitoring environments
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Key Success Metrics
•    Accuracy and coverage of service maps
•    Reduction in Event noise and alert duplication
•    Improvement in CMDB data quality
•    Successful onboarding of services into ITOM

Providence’s vision to create ‘Health for a Better World’ aids us to provide a fair and equitable workplace for all in our employment, whether temporary, part-time or full time, and to promote individuality and diversity of thought and background, and acknowledge its role in the organization’s success. This makes us committed towards equal employment opportunities, regardless of race, religion or belief, color, ancestry, disability, marital status, gender, sexual orientation, age, nationality, ethnic origin, pregnancy, or related needs, mental or sensory disability, HIV Status, or any other category protected by applicable law. In furtherance to our mission in building a more inclusive and equitable environment, we shall, from time to time, undertake programs to assist, uplift and empower underrepresented groups including but not limited to Women, PWD (Persons with Disabilities), LGTBQ+ (Lesbian, Gay, Transgender, Bisexual or Queer), Veterans and others. We strive to address all forms of discrimination or harassment and provide a safe and confidential process to report any misconduct.

Contact our Integrity hotline also, read our Code of Conduct.

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