Principal Engineer - AIOps ServiceNow

Job Title

Principal Engineer I - AIOps Service Now

Block 23

As a Principal Engineer I for Service Now AIOPS, you'll provide SME expertise in your respective domain as well as adjacent domains to ensure solutions are safe, secure, compliant, and reliable. You'll identify development and support needs as well as take on large and complex design responsibilities supporting project tasks. You'll also engage with project and business sponsors refining requirements and objectives of targeted solutions.

As a Principal Engineer I, you also facilitate dialogue and activities, and work to ensure team collaboration including teams outside of your domain. You'll develop effective presentations and narratives for IT audiences. In this role, you'll also develop the technical skills of one more junior engineers.

• Define the multi-year roadmap for Service Now AIOps/ITOM, aligned to business SLAs, SRE objectives, and platform governance.
• Architect event correlation, noise reduction, anomaly detection and root cause workflows leveraging Service Now Event Management, Predictive AIOps, and Health Log Analytics.
• Establish design patterns for service maps and dependency models using CMDB, Discovery, and Service Graph.
• Lead build-out and optimization of Event Management
  , Cloud Observability
  , Metric Intelligence
  , and Log Analytics (including parsers, classifiers, deduplication).
• Implement automation for enrichment and remediation (Flow Designer, Orchestration, Integration Hub, custom actions) and guide "self-healing" runbooks.
• Integrate Service Now with monitoring/logging tools (e.g., Dynatrace, App Dynamics, Datadog, New Relic, Splunk, Elastic), cloud providers (AWS/GCP/Azure), and messaging/ITSM systems.
• Build the solution design for Service Now AIOps efforts that can be handed off to lower-level engineers for execution assuring reuse of platforms where possible.
• Review technical plans developed by lower-level engineers and analysts to assure quality designs prevail which can support the volumetrics of our business partners objectives.
• Build comprehensive measurement dashboards that give performance insight into key applications of the bank which can feed operational results of our business partners.
• Work independently or sometimes with architecture team counterparts to lay out the final documentation required for proper ongoing reference of the given solution, including physical and logical layouts with cross reference to use case models while enforcing standards, as well as assisting in the modification or buildout of procedures that support areas of operations across IT.

• 8+ years of related experience in enterprise IT Operations/Observability with deep hands‑on Service Now ITOM/AIOPS experience
• Proven delivery of Event Management, Predictive AIOps, Health Log Analytics, Metric Intelligence, and Discovery/Service Mapping at scale.
• Strong architecture skills across CMDB modeling, data pipelines, and large-scale alert/event processing.
• Hands‑on with Integration Hub, Flow Designer, MID Server, REST/SOAP APIs, and scripting (JavaScript) in Service Now.
• Experience integrating with modern observability stacks (Dynatrace, Datadog, App Dynamics/New Relic, Splunk/Elastic) and cloud-native telemetry (Cloud Watch, Azure Monitor, Stackdriver).
• Solid understanding of SRE/ITIL practices (incident/problem/change), reliability engineering, and automation-first operations.
• Certified System Administrator (CSA)
• Certified Implementation Specialist
  - ITOM (Event Mgmt, Discovery, Service Mapping)
• Service Now Micro‑Certs for AIOps/Health Log Analytics/Cloud Observability
• Certified Application Developer (CAD) (nice-to-have)
• Bachelor's degree in related field required;
  Masters or MBA in related field preferred.
• Previous leadership experience preferred.
• Advanced to expert knowledge of general Financial Services or Banking is preferred.
• Advanced to expert knowledge of applicable regulatory and legal compliance obligations, rules and regulations, industry standards, and practices.
• Advanced to expert experience in leading cross-functional teams and managing multiple projects simultaneously with an established expertise in one or…