ServiceNow IT Operations Management Architect

We are seeking a senior ServiceNow IT Operations Management Architect to serve as the technical authority behind a large-scale federal IT infrastructure services program. This is a hands-on, architecture-focused individual-contributor role responsible for designing and delivering the program's Configuration Management Database (CMDB), Discovery and Service Mapping, and AIOps-driven Monitoring & Event Management capabilities.

Job Responsibilities:

• Architect and maintain an enterprise CMDB in ServiceNow, including scheduled Discovery, periodic configuration audits, and dashboard reporting of data inconsistencies.
• Lead Service Mapping of mission-critical applications to their underlying infrastructure, establishing accurate configuration-item (CI) relationships that enable predictive and automated operations.
• Drive data migration from third-party discovery/dependency-mapping tools into ServiceNow, and establish Continuous Discovery and ongoing CMDB management.
• Sustain high CMDB accuracy at scale across tens of thousands of configuration items.
• Architect a ServiceNow Monitoring & Event Management (AIOps) platform, including event correlation, dynamic and predictive thresholds, and automated remediation workflows.
• Design and deliver integrations with Splunk and other enterprise monitoring tools, role-based operational dashboards, standard operating procedures, and readiness-review artifacts.
• Provide architectural support for the consolidation of network and security operations into a unified, AIOps-enabled operations center feeding centralized dashboards.
• Integrate security and infrastructure data sources into ServiceNow, including vulnerability-scan data (e.g., Nexpose) feeding vulnerability-management and risk workflows such as ticket generation, triage, and severity-based prioritization.
• Design integration patterns across Microsoft Azure (Entra ID, data pipelines), Splunk, dependency-mapping tools, and network emulation/test tooling.
• Lead automation and orchestration improvements and infrastructure event management in ServiceNow.
• Advise on and architect for an advanced automation and AI roadmap, including RPA/AI/ML capabilities, AI-powered virtual agents and natural-language interfaces, AI-enabled knowledge management, and AI-powered search.

Required:

• BS and 18 years overall experience (4years experience in lieu of degree).
• 15+ years of enterprise IT architecture experience, with deep specialization in ServiceNow ITOM and CMDB strategy.
• Ability to obtain and maintain a public trust requiring U.S. Citizenship.
• Demonstrated expertise across Discovery, Service Mapping, Event Management, and Software Asset Management.
• Hands-on experience architecting AIOps / Event Management environments, including integrating ServiceNow with monitoring tools such as Splunk, SMARTS, or Dynatrace.
• Proven track record sustaining CMDB accuracy and managing large-scale CI inventories on enterprise or federal programs.
• Strong Microsoft Azure and AWS hybrid-cloud integration experience, including building ServiceNow catalogs aligned to cloud service delivery.
• Experience operating in federal or otherwise regulated environments, bridging mission needs, compliance constraints, and technical execution.
• Core disciplines in automation, orchestration, discovery, and event management.

Desired:

• Experience integrating vulnerability-management tooling (Nexpose or equivalent) into ServiceNow for risk-management workflows.
• Experience with AI-enabled service operations (e.g., ServiceNow with OpenAI / NLP virtual agents) and reference architectures that reduce mean time to resolution (MTTR).
• Background designing multi-year IT modernization roadmaps, service catalogs, automated provisioning, and chargeback models.
• ServiceNow certifications such as CIS–Discovery, CIS–Event Management, and CIS–ITOM/CMDB, and relevant AIOps credentials.
• Experience migrating from third-party discovery or dependency-mapping tools into ServiceNow.