Role Summary
We are looking for an experienced ServiceNow ITOM Architect to lead the architecture, design, and implementation of enterprise-scale IT Operations Management (ITOM) solutions on the ServiceNow platform. The ideal candidate will possess deep expertise in ITOM, Discovery, Service Mapping, Event Management, CMDB, Cloud Management, AIOps, and enterprise integrations. You will be responsible for defining technical strategy, establishing architecture standards, driving platform modernization, and delivering scalable, secure, and high-performing ITOM solutions aligned with business objectives.
What will your role look like?
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Design and architect enterprise-scale ServiceNow ITOM solutions that are scalable, secure, and aligned with organizational standards.
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Define the enterprise CMDB strategy, including governance, data models, CSDM adoption, and Data Foundation best practices.
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Lead architecture workshops, discovery sessions, and solution blueprint discussions with business and technical stakeholders.
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Design and implement Discovery, Service Mapping, Event Management, Cloud Management, AIOps, and Operational Intelligence solutions.
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Architect integrations with enterprise monitoring tools, cloud platforms, infrastructure management tools, and third-party applications using REST/SOAP APIs, IntegrationHub, MID Servers, and event-based integrations.
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Develop technical roadmaps and implementation strategies for ITOM transformation initiatives.
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Define architecture standards, reusable solution patterns, governance frameworks, and implementation best practices.
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Lead ServiceNow platform modernization, instance health assessments, upgrades, and performance optimization initiatives.
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Collaborate with Enterprise Architects, Solution Architects, Infrastructure teams, Security teams, and Business stakeholders to ensure successful solution delivery.
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Mentor developers and technical leads by providing architectural guidance throughout the implementation lifecycle.
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Identify technical risks, dependencies, and opportunities for automation while ensuring alignment with enterprise architecture standards.
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Ensure compliance with ServiceNow development standards, security guidelines, and governance policies.
Why will you love this role?
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Lead large-scale enterprise IT transformation programs using the ServiceNow platform.
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Design innovative ITOM solutions that improve infrastructure visibility, operational resilience, and service availability.
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Work with cutting-edge technologies including AIOps, Cloud Management, Discovery, Service Mapping, and intelligent automation.
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Collaborate with enterprise architects, infrastructure leaders, and global technology teams.
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Influence long-term platform strategy, architecture standards, and modernization initiatives.
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Enjoy continuous learning, advanced certifications, and career growth opportunities while working with global clients.
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Play a key role in driving operational excellence through automation and AI-enabled IT Operations.
We would like you to bring along
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10–15+ years of overall IT experience with significant expertise in ServiceNow architecture and enterprise IT Operations Management.
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Hands-on architecture and implementation experience in ServiceNow ITOM, including:
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Discovery
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Service Mapping
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Event Management
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CMDB
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Cloud Management
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AIOps
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Strong understanding of CMDB, CSDM, Data Foundation, and configuration management best practices.
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Experience designing enterprise integrations using REST APIs, SOAP APIs, IntegrationHub, MID Servers, and event-driven architectures.
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Expertise in integrating ServiceNow with infrastructure monitoring tools, cloud platforms, and enterprise management systems.
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Experience conducting architecture workshops, solution blueprint sessions, and technical design reviews.
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Strong knowledge of ServiceNow platform architecture, governance, security, and performance optimization.
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Experience defining technical standards, reusable architecture patterns, and enterprise governance frameworks.
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Strong analytical, communication, presentation, and stakeholder management skills.
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Experience working within Agile, Scrum, or SAFe delivery methodologies.
Mandatory Certifications
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ServiceNow Certified System Administrator (CSA)
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ServiceNow Certified Application Developer (CAD)
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ServiceNow Certified Implementation Specialist – ITOM (CIS-ITOM)
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Strong knowledge of CSDM and Data Foundation (certifications preferred where applicable)
Good-to-have skills
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Experience with Now Assist, AI-powered IT Operations, and intelligent automation capabilities within the ServiceNow platform.
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Knowledge of Predictive Intelligence, Virtual Agent, Automation Engine, and Generative AI capabilities.
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Experience with ITSM, ITAM, HAM, SAM, and enterprise asset management solutions.
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Exposure to AWS, Azure, or Google Cloud infrastructure and cloud-native architectures.
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Experience integrating tools such as Dynatrace, Splunk, Datadog, SolarWinds, AppDynamics, or similar monitoring platforms.
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Knowledge of Infrastructure as Code (IaC), DevOps, CI/CD pipelines, and cloud automation.
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TOGAF, ITIL 4 Foundation, AWS, or Azure architecture certifications are an added advantage.
