Job Summary:

We are seeking an experienced ServiceNow TSOM Architect to lead the design, architecture, and implementation of ServiceNow Technology Service Operations Management (TSOM) solutions. The ideal candidate will be responsible for defining scalable IT Operations architectures, driving observability and AIOps initiatives, and enabling proactive operations through ServiceNow TSOM modules, Customer Service Management (CSM), Integrations, and CMDB.

Key Responsibilities:

Architecture & Solution Design:

- Define end-to-end ServiceNow TSOM architecture aligned to enterprise IT Operations strategy.

- Design scalable and resilient solutions leveraging ITOM Discovery, Service Mapping, Event Management, Operational Intelligence, Cloud Observability, and AIOps capabilities.

- Drive architectural decisions for hybrid, multi-cloud, and on-prem environments.

Implementation & Delivery:

- Lead and oversee implementation of TSOM solutions across large enterprise landscapes.

- Define integration patterns with monitoring tools (Splunk, Dynatrace, AppDynamics, Azure Monitor, AWS CloudWatch, etc.), CMDB data sources, and third-party observability platforms.

- Ensure CMDB health, governance, and data accuracy using Discovery and Service Mapping.

Technical Leadership:

- Act as Technical Authority for TSOM solutions and best practices.

- Review and approve technical designs, configurations, and customizations.

- Mentor developers, administrators, and consultants on TSOM architecture and standards.

- Conduct technical workshops and design sessions with stakeholders.

AIOps & Observability:

- Design and implement AIOps-driven event correlation and noise reduction.

- Enable proactive operations through anomaly detection and predictive insights.

- Optimize operational workflows using event rules, alerts, and automations.

Governance & Optimization:

- Define TSOM governance, standards, and architectural guardrails.

- Drive performance optimization, stability, and scalability of the ServiceNow platform.

- Ensure alignment with ServiceNow best practices and upgrade strategies.

Stakeholder & Client Engagement:

- Partner with IT leadership, operations teams, and business stakeholders.

- Translate business requirements into technical solutions.

- Support pre-sales activities including solution design, estimations, and proposals.