ServiceNow and Datadog Operations Support Engineer
3 weeks ago
This role will focus on the integration, monitoring, and support of both ServiceNow and Datadog platforms
Key Responsibilities:
- Providing support and administration for ServiceNow platform operations, including incident management, change management, problem management, and service request management.
- Ensuring ServiceNow modules like IT Service Management (ITSM), IT Operations Management (ITOM), and IT Asset Management (ITAM) are configured and working optimally.
- Troubleshooting and resolving issues related to the ServiceNow instance, workflows, and integrations.
- Managing integrations between ServiceNow and other systems (e.g., monitoring tools, third-party apps) to ensure smooth data flow and automation.
- Managing and supporting the Datadog monitoring platform to track the health and performance of cloud services, applications, and infrastructure.
- Setting up and managing custom dashboards, monitors, and alerts to track key performance indicators (KPIs) and identify anomalies.
- Working with the engineering and development teams to define monitoring requirements and ensure proper instrumenting of applications for performance monitoring.
- Troubleshooting and resolving issues related to data collection, integrations, and alert configurations in Datadog.
- Integrating Datadog with other IT service management tools (e.g., ServiceNow) to automate incident creation, ticketing, and alerting.
- Managing and responding to incidents using ServiceNow's incident management tools, ensuring proper escalation procedures.
- Working closely with other teams to diagnose and resolve technical issues related to both ServiceNow and Datadog.
- Maintaining detailed logs and documentation for troubleshooting and post-incident reviews.
- Working with DevOps and engineering teams to automate workflows between ServiceNow and Datadog, reducing manual tasks and improving operational efficiency.
- Using APIs and webhooks to connect ServiceNow with Datadog and other internal systems to provide end-to-end visibility and automation.
- Implementing and maintaining processes for continuous improvement within the platforms.
Skills & Qualifications:
- Strong knowledge of ServiceNow, especially ITSM, ITOM, and other modules (ServiceNow Admin or Developer certifications are a plus).
- Experience with Datadog for monitoring infrastructure, services, and applications.
- Experience in scripting or automation tools (e.g., Python, JavaScript, or Bash).
- Proficiency with APIs to integrate and automate between ServiceNow and Datadog.
- Experience with cloud technologies (e.g., AWS, Azure, Google Cloud) as both platforms integrate with cloud environments.
- Ability to diagnose, troubleshoot, and resolve complex system issues across ServiceNow and Datadog.
- Familiarity with log aggregation, metrics collection, and performance tuning in a cloud environment.
- Ability to work closely with cross-functional teams, such as development, operations, and security teams, to ensure smooth operation and incident resolution.
- Strong written and verbal communication skills to provide updates, document issues, and deliver presentations on system performance.
Certifications:
- ServiceNow certifications such as Certified System Administrator (CSA), Certified Implementation Specialist (CIS), or Certified Application Developer (CAD) are beneficial.
- Datadog certifications or experience with monitoring solutions like Prometheus, Grafana, or other APM tools.
Tools:
- ServiceNow ITSM, ITOM, ITAM, CMDB, Datadog, APM, Log Management, Alerting, Python, JavaScript, Bash, GitHub, GitLab
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