Project Role: Application Tech Support Practitioner

Project Role Description: Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge.

Must have skills: Service Now 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 Service Now 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 Service Now 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 Service Now workflows.
• Develop and optimize dashboards for real-time visibility into service health, operational metrics, and AI-driven insights using Service Now 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
• Service Now ITOM (Discovery, Event Management, Orchestration, CMDB)
• AI/ML frameworks (Tensor Flow, Py Torch, Scikit-learn, or similar)
• Python (for automation and AI integration)
• Cloud platforms (AWS, Azure, GCP)
• Dashboard creation and optimization (Service Now Performance Analytics, custom dashboards)
• Good to Have Skills
• Integration experience with monitoring tools (Data Dog, Thousand Eyes, Splunk)
• Knowledge of ITSM processes
• Experience with Ansible or other automation tools
• Familiarity with Service Now AI features (Predictive Intelligence, Virtual Agent)

Technical Experience:

Minimum of 3 years of experience in Service Now 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. Service Now 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

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.