Role Summary:
The ServiceNow Architect is responsible for the technical strategy, design, and delivery of all ServiceNow components supporting the CCC transformation. This includes AIOps integrations, CMDB & Service Mapping, and the Service Portfolio & Catalog Framework.
The architect will design ServiceNow to act as a manager of managers, aggregating events, telemetry, and service health from multiple monitoring tools into a single command view.
Key Responsibilities:
- Architect the integration of monitoring and observability platforms (e.g., Dynatrace, Splunk, BMC TSOM, SolarWinds) into ServiceNow ITOM Event Management, enabling auto-ticketing, event enrichment, and intelligent incident response.
- Lead the design and execution of CMDB & Service Mapping projects, ensuring accurate modeling of business services, infrastructure, and application dependencies.
- Define the Service Portfolio and Service Catalog framework, aligning services to organizational roles, SLAs, and business outcomes.
- Support implementation of Operational Intelligence and AIOps features within ServiceNow to drive predictive analytics, anomaly detection, and impact analysis.
- Act as a ServiceNow SME to ensure alignment across CMDB, Change Management, and Monitoring Integration modules.
- Collaborate with the Observability Architect to standardize data ingestion models, configuration item (CI) relationships, and service health dashboards.
- Oversee customization, policy design, and configuration of CMDB reconciliation and data federation models.
Requirements
- 8–12 years of experience in ServiceNow architecture and enterprise ITSM/ITOM implementations.
- Demonstrated experience delivering ServiceNow-based AIOps and CMDB integration projects.
- Strong technical knowledge in:
- ServiceNow ITOM Event Management
- Service Mapping and Discovery
- CMDB Modeling and CI Relationships
- Service Portfolio & Catalog Design
- Experience in building ServiceNow as a manager of managers, integrating external systems like Splunk, BMC, Dynatrace, and SolarWinds.
- Familiar with MID Server design, orchestration, and ITOM Health dashboards.
- ServiceNow Certified System Administrator or Certified Implementation Specialist (ITOM or CMDB) preferred.