Department: Enabling Technology, Digital & Technology Platform Services.

Location: Cairo, Egypt.

The Senior ServiceNow ITOM Engineer is responsible for designing, implementing, and optimizing IT Operations Management (ITOM) solutions within the ServiceNow platform, ensuring seamless integration with Azure cloud and on-premise infrastructure. This role focuses on improving service visibility, automation, and operational efficiency by leveraging Discovery, Service Mapping, Event Management, Orchestration, and Cloud Management capabilities.

The ITOM Engineer collaborates with stakeholders, platform architects, and IT operations teams to enhance Configuration Management Database (CMDB) accuracy, automate IT operations, and drive service reliability improvements. This position reports to the ServiceNow Technical Lead and plays a critical role in advancing ITOM capabilities to support enterprise IT and cloud strategies.

YOUR KEY RESPONSIBILITIES:

ITOM Solution Design & Implementation

• Configure and implement ServiceNow ITOM modules, including Discovery, Service Mapping, Event Management, Orchestration, and Cloud Management.

• Design and maintain an accurate and high-quality CMDB, ensuring proper data integrity and relationship mapping.

• Integrate Azure cloud services (e.g., Azure VMs, Storage, Networking) with ServiceNow ITOM for real-time visibility and automation.

• Develop event correlation and monitoring solutions using ServiceNow Event Management, integrating with tools like Azure Monitor, Dynatrace, and other observability platforms.

• Implement Orchestration workflows to automate IT operations tasks, reducing manual efforts and improving operational efficiency.

Technical Expertise & Troubleshooting

• Analyze business and IT requirements, translating them into scalable ITOM solutions.

• Troubleshoot and resolve issues related to ITOM configurations, integrations, and CMDB.

• Ensure adherence to ServiceNow best practices, security standards, and compliance requirements.

• Optimize Service Mapping and Discovery schedules for performance and accuracy.

Collaboration & Stakeholder Engagement

• Work closely with infrastructure, cloud, and application teams to ensure seamless integration between ServiceNow ITOM and Azure cloud.

• Provide technical guidance and expertise to support teams using ServiceNow ITOM solutions.

• Assist service owners and ITSM teams in leveraging ITOM insights for improved incident, problem, and change management.

Continuous Improvement & Innovation

• Stay updated with ServiceNow releases, Azure cloud advancements, and ITOM best practices to continuously enhance the platform.

• Identify and implement automation opportunities to improve service reliability and reduce manual intervention.

• Contribute to ServiceNow platform governance, ensuring ITOM aligns with enterprise architecture and business objectives.

Documentation & Knowledge Sharing

• Maintain technical documentation, including CMDB models, ITOM configurations, workflows, and integration details.

• Conduct training sessions and knowledge sharing to enhance ITOM awareness across IT teams.

• Support audits and compliance activities, ensuring proper documentation of ITOM processes.

ARE THESE YOUR SECRET INGREDIENTS

• University Degree in computer science or equivalent.

• 3-5 years of experience in ServiceNow ITOM implementation and configuration.

• Hands-on experience with ServiceNow ITOM modules: Discovery, Service Mapping, Event Management, Orchestration, and Cloud Management.

• Strong understanding of Azure cloud services and their integration with ServiceNow ITOM.

• Proficiency in networking concepts, including IP addressing, DNS, firewalls, and load balancers.

• Experience with Windows and Linux system administration.

• Knowledge of SQL and database technologies for data processing within ServiceNow.

• Proficiency in scripting languages such as JavaScript, PowerShell, Python, or Bash for automation.

• Fluent English communication skills (verbal and written), with the ability to interact with stakeholders.

• Certified System Administrator (CSA) and ITOM Implementation Specialist certifications.

• Experience working in enterprise environments, with exposure to multi-cloud architectures.

• Understanding of CMDB data models, relationship mapping, and best practices.

• Experience integrating ServiceNow with Azure Monitor, Dynatrace, or other observability tools.

• Familiarity with ITIL processes, particularly Incident, Problem, and Change Management.

• Exposure to automation frameworks for cloud and IT operations.

ABOUT YOUR NEW TEAM:

We are Coca-Cola Hellenic, a growth-focused consumer goods business and strategic bottling partner of the Coca-Cola Company. We bottle, distribute and sell an unrivalled range of products in 29 markets in Europe, Africa and Eurasia. As we do, we create value for all stakeholders, support socio-economic growth and build a more positive environmental impact.

We bring together more than 30,000 people from over 70 nationalities, coming from five continents. The diversity of our markets, from mature to emerging economies, provides a wide range of attractive opportunities for growth.

We nurture our talents. We give opportunities to people across all functions and levels, as well as different geographies, backgrounds and education. We are willing to take a risk on the people we believe in, even if they don't have the perfect experience. We have faith in what every person can be.

And although we have so much to be proud of, we always stay humble. We believe the real magic happens – for us and for you – when we OPEN UP.

AT COCA-COLA HBC, DIVERSITY HELPS US THRIVE

At Coca-Cola HBC, we are an inclusive employer that thrives on diversity. This means our environment provides equal opportunities for all, regardless of race, color, religion, age, disability, sexual orientation, or gender identity. Join us in nurturing a culture where everyone belongs and contributes to our collective success.