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ServiceNow ITSM & ITOM Pro Architect

ServiceNow ITSM & ITOM Pro Architect

Scicom Infrastructure ServicesBentonville, AR, US
16 days ago
Job type
  • Full-time
Job description

Job Description

Job Description

Salary :

ServiceNow ITSM & ITOM Pro Architect (Onsite 35 days / week- Bentonville, AR)

Location : Onsite at client (35 days / week) travel / parking details to be confirmed

Schedule : Full-time (40 hrs / week)

Start : ASAP

About the Role

Were seeking a hands-onServiceNow Architectwith deep expertise acrossITSMandITOM Proto lead design and implementation, establish best-practice governance, and guide a high-velocity delivery team. Youll partner with stakeholders, translate business goals into scalable platform architecture, and ensure solutions are maintainable, secure, and aligned to theServiceNow Common Service Data Model (CSDM)and platform best practices.

Key Responsibilities & Focus Areas

Architecture & vision planning

Define target state across ITSM, ITOM, and AIOps (how they tie together)

  • Document architectural decision records (ADRs), integration approach, branching / release model
  • Ensure designs are upgrade-safe, maintainable, and scalable
  • Hands-on implementation & delivery

Lead, configure, and extend ITSM modules (Incident, Change, Problem, Request, SLAs, Catalog, etc.)

  • Design and build ITOM Pro layers : Event Management (alert incident flows, correlation, noise suppression), Discovery (pattern tuning, credentials, MID Server), Service Mapping
  • Ingest telemetry and monitoring / observability data into Event Management / AIOps pipelines
  • Build AIOps-based automation / predictive alerting / anomaly detection (integration with ServiceNows AIOps capabilities)
  • Validate and monitor CMDB health, reconciliation rules, data quality metrics
  • Create integrations (REST, webhooks, MID Server, IntegrationHub) to external systems (observability tools, monitoring, ticketing systems)
  • Governance & standards

    • Define platform guardrails : naming, update set hygiene vs source control, code review process, versioning, branch promotion, regression testing (ATF)

  • Establish and evangelize continuous improvement, modular design, reusable components
  • Enforce security (ACLs, roles), performance, and scalability practices
  • Stakeholder engagement & team leadership

    • Run architecture workshops, stakeholder alignment sessions, governance forums

  • Produce executive summaries / roadmaps / status artifacts
  • Mentor and transfer knowledge to internal teams / admins / developers
  • Measurement & value delivery

    • Set up KPIs and metrics (incident reduction, alert-to-ticket ratios, MTTR improvements, CMDB health, noise reduction)

  • Deliver incremental value : early wins in ITSM while ramping ITOM + AIOps

    • What Were Looking For :

  • 7+ yearstotal experience with35+ yearsfocused on ServiceNow architecture acrossITSMandITOM Pro.
  • Proven delivery ofat least twoenterprise-scale ITOM Pro implementations (Event Management + Discovery and / or Service Mapping).
  • StrongCMDB / CSDMexpertise : class model design, identification / reconciliation, health KPIs.
  • Hands-on withFlow Designer,IntegrationHub, scripting (Glide / APIs), andATFfor regression.
  • Solid grasp of platform security (roles / ACLs), performance, and upgrade-safe design.
  • Excellent facilitation, documentation (diagrams, ADRs), and executive communication skills.

    • Nice to Have (Preferred)

  • Experience integrating with major observability platforms (e.g., Dynatrace, Datadog, Splunk, BigPanda), ITSM / ITOM ecosystem tools, and notification / on-call platforms.
  • Exposure toService Operations Workspace / Operator Workspace,Service Level Management,Reporting / Performance Analytics.
  • Familiarity with source control pipelines for ServiceNow (e.g., Git-backed workflows) and environment promotion strategies.

    • Certifications (Preferred)

  • ServiceNow Certified System Administrator (CSA)
  • ServiceNow Certified Implementation Specialist (CIS) : ITSM and / or Discovery / Service Mapping
  • ServiceNow Certified Technical Architect (CTA)orCertified Application Developer (CAD)is a plus

    • Work Model & Onsite Expectation

  • Onsite 35 days / weekat the clients location; collaborate closely with cross-functional stakeholders and ops teams.
  • Limited offsite / remote flexibility for documentation and after-hours release activities.

    • Success Indicators (First 90120 Days)

  • Approvedtarget-state architectureand delivery roadmap.
  • WorkingITOM Pro pipeline(Event Alert Incident / Task) with documented correlation and noise-reduction rules.
  • Discovery / Service Mappingschedules and credentials operational; baseline CMDB health metrics defined and trending up.
  • Platform governance (environments, release cadence, ATF smoke tests) implemented and adopted.

    • What to Include with Your Application

  • Resume highlighting relevantITSM + ITOM Proimplementations and your role.
  • One-page summary or slide witharchitecture examples(redacted diagrams welcome).
  • Certifications and links (Credly or vendor pages).
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    Servicenow Architect • Bentonville, AR, US