Graphic Packaging

ServiceNow ITOM Engineer

Graphic Packaging$73K — $97K *
Information Technology
Less than 5 years of experience
Job Overview by Ladders

Qualifications

  • 3-5 years in ITOM engineering focused on Event Management
  • Strong expertise with ServiceNow ITOM Event Management module
  • Knowledgeable in ServiceNow CMDB, CSDM, and Service Mapping
  • Experience with ServiceNow integrations for monitoring tools (e.g., SCCM, Qualys)
  • Familiarity with event correlation and predictive alerting
  • Proficient in scripting and customization in ServiceNow (JavaScript preferred)
  • Understanding of ITIL practices, particularly Incident Management and Service Transition

Responsibilities

  • Configure and optimize the ServiceNow Event Management module
  • Define event sources and configure alerts based on business impact
  • Support integrations of Enterprise Monitoring tools with ServiceNow
  • Learn and apply ServiceNow AIOps and predictive analytics
  • Manage alert lifecycle through correlation and escalation workflows
  • Ensure accurate CI relationships per CSDM framework
  • Collaborate with engineering teams for monitoring readiness on new deployments

Benefits

  • Hybrid work model
  • Opportunities for continuous learning and professional development
  • Collaboration with cross-functional teams
  • Access to cutting-edge IT operational tools
  • Strong focus on system availability and reliability improvement
Full Job Description
If you are a GPI employee, please click the Employee Login before applying.

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

About Graphic Packaging

Graphic Packaging is committed to providing consumer packaging that makes a world of difference. The Company is a provider of sustainable fiber-based packaging solutions for a wide variety of products to food, beverage, foodservice, and other consumer products companies. The Company operates on a global basis, is one of the largest producers of folding cartons and paper-based foodservice products in the United States, and holds strong market positions in coated recycled paperboard, coated unbleached kraft paperboard, and solid bleached sulfate paperboard. The Company's customers include many of the world's most widely recognized companies and brands.

Graphic Packaging Careers

Join the vibrant team at Graphic Packaging, a leader in the packaging industry, where innovation meets sustainability to transform the packaging landscape. As one of the most forward-thinking companies, Graphic Packaging offers a plethora of job opportunities that promise not only professional growth but also a commitment to diversity and leadership development.

Work You’ll Do

At Graphic Packaging, you’ll be part of a culture that values innovation and leadership. Our team is dedicated to mastering the art of high-quality packaging solutions, ensuring that every team member is involved in making a significant impact. Whether you're looking for a position in design, production, sales, or management, Graphic Packaging provides an environment where your skills will be honed and your professional aspirations met.

Explore Career Paths

Graphic Packaging is keen on nurturing talent through comprehensive career paths that include both employment and internship opportunities. Our internship programs are designed to transform academic knowledge into professional real-world experience, providing a robust foundation for a flourishing career in the packaging industry.

Innovate and Lead

Join a team where innovation is at the core of everything we do. Graphic Packaging is home to over 17,000 employees who are encouraged to think big and create smarter packaging solutions. With a focus on sustainable practices and cutting-edge technology, our leadership fosters a workspace where every idea is valued and every individual can thrive.

Diversity and Professional Growth

We believe that a diverse workforce fuels innovation and creates a stronger team. Graphic Packaging is committed to diversity training and leadership development, ensuring that all employees have the opportunity for career advancement and personal growth. Our leadership programs are tailored to nurture your potential and propel you to new heights in your career.

Benefits and Culture

At Graphic Packaging, we understand that job satisfaction extends beyond the office. That’s why we offer competitive benefits that cover health, finance, and family. Be part of a company that supports your well-being and provides the tools you need to achieve your best both professionally and personally.

Join Our Team

Ready to advance your career at Graphic Packaging? Explore the various job opportunities on our careers page. We are continuously hiring and looking for individuals who are passionate, curious, and eager to drive change in the packaging industry.

Stay Connected

Keep up to date with the latest at Graphic Packaging by joining our networking events, reading our careers blog, and subscribing to job alert emails. Tailor your experience and stay ahead in your career with insider tips, industry news, and exclusive looks into life at Graphic Packaging.

Apply Now

Your future at Graphic Packaging is just an interview away. Polish your resume, prepare your skills, and apply for the position that will set you on the path to success. We look forward to seeing how you can contribute to our team and help shape the future of packaging.

Graphic Packaging Jobs

Discover the exciting and rewarding opportunities that await at Graphic Packaging. Whether you’re seeking an internship or a full-time position, our doors are open to those ready to make a significant impact in the industry. Join us and be part of a company that’s leading the way in innovative and sustainable packaging solutions.
Learn more about Graphic Packaging
Size
25,000 employees
Market Cap
$6.8 billion
Industry
Net Income
$167.3 million
Founded
1978
5 Year Trend
+10.7%
Revenue
$6.5 billion
NASDAQ

Similar Jobs

More Jobs at Graphic Packaging

More Information Technology Jobs

Find similar ServiceNow ITOM Engineer jobs: