Architect · 10+ yrs | Remote / hybrid | Reports to: Codvo Delivery Lead | Openings: 1
About Us
At Codvo, we build scalable, future-ready digital platforms that drive real business impact. We foster a culture of innovation, collaboration, and ownership—where designers work closely with product and engineering teams to deliver high-quality, user-centered experiences. If you thrive in complex product environments and care deeply about design quality from concept to production, this role is for you.
Own the end-to-end ServiceNow architecture for a 24/7 telecom NOC: migration from legacy ITSM, CMDB/CSDM data model, ITOM Event Management, and all integrations enabling closed-loop ticketing.
Codvo is building a ServiceNow delivery pod for a telecommunications operator that runs a 24/7/365 Network Operations Center (NOC) across North America. The operator is moving off a legacy ITSM platform onto ServiceNow.
The first goal is closed-loop ticketing: bring live network health into the ticket during a customer call, correlate alarms from several sources to the right troubleshooting guide, and trigger log collection and corrective actions in place of manual follow-up. Network KPI data lives in a lakehouse that agents pull by hand today, and a large catalog of network KPIs has no clear mapping to specific faults. You help build the platform and the integrations that close that loop.
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Target architecture across ITSM, ITOM (Event Management, Service Mapping, Discovery), and CSM — with CMDB/CSDM as the foundation.
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Migration design off legacy ITSM: data model mapping, ticket history, and a cutover plan that maintains 24/7 support.
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Closed-loop flow: network KPI and alarm data into Event Management, alarm-to-alert correlation, incident creation with blast radius, and a change gate before network-side actions.
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Integration architecture to the lakehouse (KPI reports), contact center (call-to-ticket linkage), and the NeIO agent layer.
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AI data-sovereignty pattern: where reasoning runs, what crosses instance boundaries, and an air-gapped on-prem option.
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Platform standards: scoped apps, pipeline/update-set strategy, environment topology, security, and ACL model.
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Translate operations requirements into a ServiceNow solution design and phased roadmap.
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Run CMDB/CSDM design so day-one data is clean enough for routing, root cause analysis, and AI.
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Make build, buy, and configure decisions; fill gaps with NeIO where ServiceNow doesn't fit.
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Review Tech Lead and developer designs; own technical quality and non-functional requirements (availability, audit, traceability).
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Serve as technical point of contact to customer data and integration leads on scope and sequencing.
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Signed-off target architecture and CMDB/CSDM design.
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Working closed-loop proof on one alarm signature, end to end.
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Migration and cutover plan agreed with the operations team.
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10+ years in enterprise software; 6+ years on ServiceNow as architect or lead architect.
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Deep ITOM: Event Management, Service Mapping, Discovery, and MID Server topology.
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CMDB and CSDM design at production scale; you have owned a CMDB other teams depend on.
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Delivered at least one migration from a legacy ITSM platform to ServiceNow.
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Integration architecture: IntegrationHub, REST/SOAP, MID Server, event ingestion from external data platforms.
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Contact center platform integration experience (NICE InContact, Genesys, or Amazon Connect).
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Security and ACL design in regulated or data-sensitive environments.
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Telecom or NOC background; TM Forum APIs; ServiceNow TSM/TSOM.
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Lakehouse integration patterns (Databricks preferred) for real-time KPI surfacing.
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ServiceNow Knowledge Management: KB lifecycle, feedback loops, knowledge-centered service.
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ServiceNow Performance Analytics for NOC operational dashboards.
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ServiceNow AI: Now Assist, AI Agents, Predictive Intelligence, grounding/evaluation patterns.
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Integration contracts for external AI/LLM platforms: webhook handoffs, async response handling, confidence-threshold-gated automation.
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Air-gapped or on-prem ServiceNow and OpenShift deployment.
Required:
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CSA — Certified System Administrator
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CAD — Certified Application Developer
Preferred:
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CIS — ITOM Event Management
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CIS — Discovery
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CTA — Certified Technical Architect (or on track)
