The ServiceNow ITOM Architect is responsible for designing and governing scalable IT Operations Management (ITOM) solutions on the ServiceNow platform, with a strong focus on CMDB, Discovery, Service Mapping, and Event Management. The role ensures that ITOM capabilities support business objectives, follow best practices, and integrate effectively with ITSM and wider enterprise tooling.
Key responsibilities
* Lead end‑to‑end architecture and design of ServiceNow ITOM solutions (CMDB, Discovery, Service Mapping, Event Management, Cloud Management).
* Own the CMDB data model and CSDM alignment, including governance, data quality, and health dashboards.
* Design and oversee Discovery patterns, schedules, MID Server architecture, and integrations with on‑prem and cloud infrastructure.
* Architect integrations between ServiceNow and monitoring/observability tools (e.g., SNMP, REST/SOAP, webhooks, event buses).
* Define ITOM roadmaps and standards in line with enterprise architecture and ITIL processes.
* Provide technical leadership to admins/developers, reviewing designs, scripts, and configurations.
* Conduct workshops with stakeholders to gather requirements and translate them into ITOM capabilities and data models.
* Ensure solutions meet security, compliance, and performance requirements.
* Produce architectural artefacts (reference architectures, sequence/data flow diagrams, design docs).
* Support upgrades and new releases, ensuring ITOM features are leveraged and technical debt is managed.
Required skills and experience
* 7+ years overall IT experience, with 3–5 years specialising in ServiceNow ITOM.
* Strong hands‑on experience with CMDB design, Discovery, Service Mapping, and Event Management.
* Solid knowledge of CSDM and ITIL processes (especially configuration, incident, change, and problem management).
* Experience designing integrations with monitoring, cloud platforms (AWS/Azure/GCP), and CMDB/asset tools.
* Proven track record as a solution/technical architect on medium‑to‑large ServiceNow programmes.
* Excellent communication skills, able to work with both technical and non‑technical stakeholders.
* ServiceNow Certified System Administrator (CSA).
* ServiceNow Certified Implementation Specialist – Discovery, Service Mapping, and/or Event Management.
* ITIL Foundation or higher.
* Experience with automation/orchestration and AIOps within ServiceNow.
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