Role Overview :

We are looking for an experienced ServiceNow ITOM Architect with strong expertise in ITOM modules, CMDB architecture, CSDM, integrations, and enterprise-scale ServiceNow implementations.

The ideal candidate will lead architecture design, drive ITOM strategy, mentor teams, and collaborate with stakeholders to deliver scalable and efficient ServiceNow solutions.

Must Have :

Technical Competencies :

- Deep expertise in ServiceNow ITOM modules, including Discovery, Service Mapping, Event Management and Cloud Management (AWS, Azure & GCP).

- Strong understanding of the CMDB architecture, CI classes, data models (CSDM), and relationship management.

- Proficiency in ServiceNow development, including JavaScript, Glide APIs, Business Rules, Script Includes, Workflows, Flow Designer, and UI Policies.

- Experience with MID Server deployment and troubleshooting.

- Hands-on experience in developing and customizing Discovery patterns and sensors.

- Experience with enterprise integrations using REST, SOAP, APIs, and Integration Hub.

- Knowledge of IT infrastructure concepts (networking, servers, databases, cloud services).

Certifications :

Mandatory/preferred certifications often include :

- ServiceNow Certified System Administrator (CSA).

- ServiceNow Certified Implementation Specialist (CIS-ITOM).

- ServiceNow Certified Technical Architect (CTA).

Behavioral Competencies :

- Communication Skills: Excellent verbal and written communication skills, with the ability to articulate complex technical information to both technical and non-technical stakeholders.

- Leadership & Mentoring: Strong leadership abilities to lead project teams, manage conflicts, and mentor junior developers.

- Problem-Solving: Strong analytical and problem-solving skills to troubleshoot complex issues and drive root cause analysis.

- Stakeholder Management: Ability to manage customer expectations, lead client workshops, and align stakeholders on solution design.

- Collaboration: A team player who can work effectively with cross-functional and virtual teams in an Agile environment.

- Quality Focus: Attention to detail and a focus on delivering high-quality, maintainable, and secure solutions.

Good-To-Have: ITIL V3/V4.

Key Responsibilities :

- Architectural Design & Strategy: Leading the overall architecture and technical roadmap for ServiceNow ITOM implementations, defining and documenting technical architecture, integrations, and data flows to ensure solutions are scalable and efficient.

- ITOM Implementation: Designing and deploying solutions using the ServiceNow ITOM suite, specifically Discovery, Service Mapping, and Event Management.

- CMDB Management: Taking primary responsibility for the health, accuracy, and integrity of the Configuration Management Database (CMDB), including configuring CI identification, reconciliation, and data governance.

- Integration & Data Management: Designing and implementing integrations between ServiceNow and third-party tools (e.g., SolarWinds, SCCM, SCOM, public/private clouds) using REST, SOAP, MID Servers, APIs, etc.

- Technical Leadership & Mentoring: Serving as a Subject Matter Expert (SME) for the ITOM platform, providing technical guidance, conducting code reviews, and mentoring developers and administrators.

- Stakeholder Collaboration: Collaborating with business analysts, project managers, and clients to translate business requirements into scalable technical solutions.

- Optimization & Compliance: Optimizing platform performance through proactive monitoring and health checks, ensuring compliance with security standards and industry best practices (e.g., ITIL, CSDM).

- Documentation: Maintaining detailed technical documentation, including architecture diagrams, design documents, and configuration guides.