ITOM Solution Architect
ServiceNow22 hours ago
Responsibilities
- Own ITOM architecture across Discovery, Service Graph Connectors, Agent Client Collector, CMDB/CSDM, IRE and reconciliation, and Service Mapping.
- Architect ITOM Health, Service Observability, SLO-based Service Reliability Management, and integrations with existing monitoring estates.
- Design ServiceNow Otto and AI agent use cases, build custom workflows in AI Agent Studio, and establish automation guardrails.
- Assess customer operational maturity, translate architecture into business outcomes, and identify integration, data-quality, and scalability risks.
- Coordinate architecture with engagement managers, technical consultants, and platform architects while supporting pre-sales scoping.
- Contribute reusable intellectual property, mentor consultants, and advise on release cadence and upgrade sequencing.
Requirements
- Substantial ServiceNow ITOM delivery experience at architect or lead level on large, multi-workstream programs.
- Deep experience with CMDB architecture, CSDM alignment, IRE and reconciliation design, and Discovery pattern design.
- Working command of ITOM Visibility, ITOM Health, and enterprise-scale Event Management design.
- Practical experience applying AI to operational work and judging appropriate use cases.
- Infrastructure and cloud fluency across hybrid and multi-cloud architectures, containers, Kubernetes, and network and security constraints.
- Experience with REST, MID Server architecture, credential and certificate handling, and event and telemetry ingestion patterns.
- Executive presence and the ability to explain and defend technical architecture clearly.
- Preferred qualifications include AI Agent Studio, AI Control Tower, ITAM, SecOps, and scripting experience for reviewing and debugging pattern, transform, and event-rule logic.
- Required certifications are CIS-Data Foundations, CIS-Discovery, CIS-Service Mapping, and CIS-Event Management; preferred certifications include CSA, ArchX, CTA, or CMA, with current Now Assist, ServiceNow Otto, and AI Agents experience preferred.
Benefits
- Work on multi-million-dollar transformation programs and the architecture underlying autonomous IT.
- Flexible, remote, or required-in-office work personas are assigned based on the role and location.
- Regular employee position in the North America and Canada region.
Tech Stack
Categories
Solutions Engineering
About ServiceNow
ServiceNow builds a cloud platform for enterprise digital workflows, covering IT service management, customer service, HR service delivery, security operations, and operations management, plus tools for custom app development. It sells subscription SaaS to large organizations and public-sector agencies to automate processes and connect data across systems. Founded in 2004 and headquartered in Santa Clara, California, ServiceNow is a public company listed on the NYSE under the ticker NOW.