ServiceNow ITOM Architect

As a ServiceNow ITOM Architect, you will be responsible for defining the architecture, strategy, governance, and implementation roadmap for enterprise-scale IT Operations Management solutions. You will partner with business and technology leaders to drive ITOM transformation, operational excellence, service visibility, observability, and automation across a complex global technology landscape.

You will serve as the technical authority for ServiceNow ITOM, ensuring alignment between enterprise architecture, operational processes, cloud strategy, and business objectives while delivering scalable, robust, and sustainable platform solutions.

Key Responsibilities :

Architecture & Strategy :

- Define, design, and implement end-to-end ServiceNow ITOM architecture aligned with enterprise IT governance and ITIL framework best practices.

- Establish architectural standards, design principles, and best practices for ServiceNow ITOM deployment across hybrid and multi-cloud environments.

- Lead service mapping, discovery, and CMDB governance strategies to ensure a unified, accurate, and single source of truth for configuration data.

Technical Leadership & Implementation :

- Architect and lead the implementation of key ITOM modules, including Discovery, Service Mapping, Event Management, Cloud Provisioning & Governance (CPG), Health Log Analytics (HLA), and Operational Intelligence.

- Drive integration architecture connecting ServiceNow ITOM with third-party monitoring, observability, SIEM, APM, and cloud infrastructure management tools (e.g., Dynatrace, Datadog, Splunk, AWS, Azure, GCP).

- Design scalable Mid Server architecture and pattern definitions for complex, secured, and global network environments.

Advisory & Stakeholder Engagement :

- Serve as the trusted technical advisor to C-level executives, enterprise architects, and operational heads on ITOM strategy and digital transformation roadmaps.

- Translate complex business requirements into high-level and detailed technical architecture design documents (SDDs/ADDs).

- Facilitate technical design reviews, architectural advisory boards (AAB), and solution governance discussions.

Continuous Improvement & Innovation :

- Drive automation initiatives (using Orchestration, Flow Designer, IntegrationHub, and Auto-remediation) to reduce Mean Time to Resolution (MTTR) and improve system availability.

- Conduct platform performance tuning, technical debt assessments, and platform upgrade impact analyses.

- Mentor, guide, and upskill junior architects, technical leads, and ServiceNow developers.

Qualifications & Required Skills :

Experience :

- 10 - 17 years of experience in IT infrastructure, operational architecture, and enterprise software implementation.

- Minimum 5+ years of dedicated hands-on experience in architecting and implementing ServiceNow ITOM solutions for large-scale enterprise clients.

Mandatory Technical Skills :

- ServiceNow Platform : Deep expertise in ServiceNow platform core functionalities, data schema, security models, scripting (JavaScript, Glide API), and IntegrationHub.

- ServiceNow ITOM Modules : Comprehensive mastery of Discovery, Service Mapping (Pattern-based and Tag-based), Event Management, CMDB, and Cloud Management.

- Integrations : Strong understanding of REST/SOAP APIs, Webhooks, SNMP, WMI, SSH, and integration with enterprise observability platforms.

- Infrastructure & Cloud Knowledge : Deep understanding of networking concepts (firewalls, load balancers, VLANs), operating systems (Linux, Windows), containerization (Kubernetes, Docker), and cloud ecosystems (AWS, Azure, GCP).

Certifications (Preferred / Highly Desirable) :

- ServiceNow Certified System Administrator (CSA)

- Certified Implementation Specialist - Discovery (CIS-Discovery)

- Certified Implementation Specialist - Service Mapping (CIS-Mapping)

- Certified Implementation Specialist - Event Management (CIS-EM)

- ServiceNow Certified Application Developer (CAD) or ServiceNow Certified Implementation Specialist - ITOM

- ITIL v3 / v4 Foundation or Intermediate Certification