Title:  ServiceNow ITOM Engineer

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At Graphic Packaging International, we produce the paper cup that held your coffee this morning, the basket that transported those bottles of craft beer you enjoyed last weekend, and the microwave tray that heated your gourmet meal last night. We’re one of the largest manufacturers of paperboard and paper-based packaging for some of the world’s most recognized brands of food, beverage, foodservice, household, personal care and pet products. Headquartered in Atlanta, Georgia, we are collaborative, diverse, innovative individuals who create inspired packaging while giving back to our communities. 

With over 25,000 employees working in more than 130 locations worldwide, we strive to be environmentally responsible in our industry and in the communities where we operate. We are committed to workplace diversity and offer compensation and benefits programs that are among the industry’s best to reward the talented people who make our company successful.

If this sounds like something you would like to be a part of, we’d love to hear from you.

A World of Difference. Made Possible.

ServiceNow ITOM Engineer (Service Mapping, CSDM, Event Management)

JOB SUMMARY:

The ServiceNow ITOM Engineer is responsible for designing, implementing, and optimizing the ServiceNow Event Management module to proactively monitor enterprise IT systems and ensure operational stability. This role focuses on event correlation, alert optimization, system integrations, and service visibility through CMDB and service mapping.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Event Management and Monitoring
  • Configure, implement, and continuously optimize the ServiceNow Event Management module.
  • Define event sources, create event rules, and configure alerts based on thresholds, patterns, and business impact.
  • Support and mature the current Enterprise Monitoring tool integrations with ServiceNow.
  • Actively learn and expand capabilities in ServiceNow AIOps and predictive analytics, applying evolving knowledge to identify trends and contribute to proactive incident prevention.
  • Manage alert lifecycle, including correlation, deduplication, suppression, and escalation workflows.
  • Establish and maintain alert routing and notification strategies aligned with severity and support ownership.
  • Generate reports and dashboards on event trends, recurring issues, and monitoring effectiveness to drive continuous improvement.
• Service Mapping, CMDB and CSDM Alignment
  • Support CMDB data quality and governance by aligning configuration items (CIs) with the Common Service Data Model (CSDM) framework.
  • Assist in identifying and mapping business applications and technical services in accordance with CSDM to underlying infrastructure and applications.
  • Partner with engineering and operations teams to ensure accurate CI relationships and proper classification within CSDM domains.
  • Maintain service maps and dependency relationships to improve visibility, impact analysis, and incident response.
  • Promote standardization of data models and naming conventions in accordance with CSDM best practices to support scalable and consistent ITOM capabilities.
• Operational Support and Collaboration
  • Collaborate with engineering teams to ensure monitoring readiness for new system deployments and changes.
  • Act as a first responder or escalation participant for SMOC (Service Management Operations Center) bridges when required.
  • Work closely with IT operations, system administrators, and business stakeholders to define monitoring requirements and critical event thresholds.
  • Provide technical oversight and process support for managed service providers (e.g., compute tower/MSP) to ensure adherence to SLAs and KPIs.
  • Participate in incident management and continuous improvement efforts related to system availability and reliability.

POSITION REQUIREMENTS:

• At least 3-5 years of experience as an ITOM Engineer, with a focus on Event Management
• Strong experience with the ServiceNow ITOM Event Management module
• Working knowledge of ServiceNow CMDB, CSDM and Service Mapping
• Experience supporting ServiceNow integrations with monitoring tools (e.g., SCCM, Qualys, InTune, SolarWinds, etc.)
• Familiarity with event correlation and predictive alerting
• Experience with scripting and customization in ServiceNow (JavaScript preferred)
• Understanding of ITIL practices, particularly Incident Management and Service Transition
• Strong analytical and problem-solving skills with the ability to interpret event data and troubleshoot issues
• Excellent communication and collaboration skills across technical and business teams
• Excellent understanding of IT operations and governance, including incident, problem, and change management.

The candidate must be able to perform the essential functions of the position satisfactorily, with or without a reasonable accommodation. Graphic Packaging retains the right to change or assign other duties to this position.

#LI-Hybrid

Pay Range:   $73,100.00 - $97,400.00

Graphic Packaging is an equal opportunity employer and abides by all applicable federal, state provincial and local laws with respect to the recruitment and hiring process.  We are committed to an inclusive, barrier-free recruitment and hiring process free from discrimination or harassment based upon race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.  Should you require an accommodation for a disability, please contact your Human Resources representative or email accommodations@graphicpkg.com. 

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