ServiceNow ITOM Architect

Key Responsibilities

Lead the architecture, design, and implementation of enterprise-scale ServiceNow ITOM solutions, including Discovery, Service Mapping, Event Management, Cloud Discovery, AIOps, and CMDB.Collaborate with business stakeholders, infrastructure teams, cloud teams, network teams, application owners, and operations leaders to define the ITOM roadmap and target-state architecture.Conduct architecture workshops to understand current-state processes, technology landscape, operational challenges, and future business requirements.Define and maintain the CMDB architecture, including CI classes, data models, relationship frameworks, identification and reconciliation rules (IRE), governance standards, and alignment with Common Service Data Model (CSDM).Design scalable and sustainable ITOM solutions that support digital transformation, operational resilience, and service visibility across hybrid environments.Provide architectural guidance for Discovery and Service Mapping implementations across on-premises, cloud, containerized, and multi-cloud infrastructures.Establish architecture standards, design principles, and governance models for ServiceNow ITOM deployments and integrations.Define enterprise integration architecture between ServiceNow and monitoring, observability, and management tools such as Splunk, SolarWinds, Dynatrace, AppDynamics, Azure Monitor, AWS CloudWatch, LogicMonitor, and other third-party platforms.Drive Event Management and AIOps strategy, including event ingestion, normalization, correlation, alert intelligence, noise reduction, root cause analysis, and automated remediation frameworks.Partner with Enterprise Architects and Platform Architects to ensure alignment with broader IT, cloud, security, and operational strategies.Review and approve technical designs, data models, integration patterns, and implementation approaches to ensure adherence to architecture standards and best practices.Provide leadership in complex technical discussions, solution design reviews, risk assessments, and architecture governance forums.Define automation opportunities leveraging ServiceNow workflows, orchestration, integration technologies, and AI-driven operations capabilities.Lead platform scalability, performance, security, and operational readiness assessments for ITOM implementations.Establish CMDB governance frameworks, data quality controls, compliance standards, and continuous improvement initiatives.Mentor solution architects, business analysts, developers, and implementation teams on ITOM architecture best practices.Support program planning, estimation, architecture documentation, and stakeholder presentations for executive and technical audiences.Provide strategic recommendations to improve infrastructure visibility, service mapping accuracy, operational efficiency, and IT service health monitoring.