ServiceNow Technical Architect

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. This role requires strong technical leadership, hands-on architectural expertise, and the ability to work with enterprise stakeholders to transform IT Operations using ServiceNow best practices.

The candidate will have responsibilities across the following functions:

Architecture and 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, AIOps capabilities.
• Drive architectural decisions for hybrid, multi-cloud, and on-premises environments.

Implementation and 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 customisations.
• Mentor developers, administrators, and consultants on TSOM architecture and standards.
• Conduct technical workshops and design sessions with stakeholders.

AIOps and Observability:

• Design and implement AIOps-driven event correlation and noise reduction.
• Enable proactive operations through anomaly detection and predictive insights.
• Optimise operational workflows using event rules, alerts, and automations.

Governance and Optimisation:

• Define TSOM governance, standards, and architectural guardrails.
• Drive performance optimisation, stability, and scalability of the ServiceNow platform.
• Ensure alignment with ServiceNow best practices and upgrade strategies.

Stakeholder and 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.

The core requirements for the job include the following:

ServiceNow Expertise:

• 8+ years of hands-on experience with ServiceNow ITOM / TSOM.
• Strong expertise in: ITOM Discovery, Service Mapping, Event Management, Operational Intelligence, CMDB architecture and data modelling.
• Experience with ServiceNow scripting (JavaScript, Glide APIs).

IT Operations and Monitoring:

• Strong understanding of: ITSM, ITOM, and IT Operations processes, Enterprise monitoring and observability architectures, Hybrid infrastructure, cloud, containers, and microservices.
• Experience integrating ServiceNow with leading monitoring tools.

Architecture and Design:

• Proven experience as Architect / Lead Consultant on large-scale ServiceNow programs.
• Deep understanding of: Distributed systems, Network, server, storage, and cloud technologies.
• Strong documentation and design skills (HLDs, LLDs, architecture diagrams).

Soft Skills:

• Excellent communication and stakeholder management skills.
• Ability to influence senior leadership and technical teams.
• Strong problem-solving and analytical mindset.

Qualifications:

• Certifications (Preferred / Mandatory).
• ServiceNow Certified Implementation Specialist - ITOM (Highly Preferred).
• ServiceNow Certified Technical Architect (CTA) - Preferred.
• ITIL v3 or ITIL 4 certification.
• Cloud certifications (AWS / Azure / GCP) - Preferred.

Nice to Have:

• Experience with ServiceNow Cloud Observability.
• Exposure to DevOps and SRE practices.
• Experience in large transformation or CMDB remediation programs.
• Pre-sales and proposal solutioning experience.

Experience:

• 7+ years of IT experience.
• 3-5 years of hands-on experience in ServiceNow development.
• Experience working with CMDB, ITOM, TSOM, and TSM modules.

Technical Skills:

Strong experience with:

• ServiceNow platform development
• JavaScript, Glide APIs
• CMDB architecture and governance
• ServiceNow Discovery and Service Mapping
• Event Management and ITOM modules
• TSOM (Telecom Service Operations Management)
• Telecom Service Management workflows
• REST/SOAP integrations
• MID Server configuration
• Flow Designer and IntegrationHub
• Platform Knowledge
• ServiceNow ITSM
• CMDB data modelling
• ITOM Event Management
• Discovery and Service Mapping
• TSOM network monitoring integrations

Preferred Qualifications:

• ServiceNow Certified System Administrator (CSA).
• ServiceNow Certified Application Developer (CAD).
• ServiceNow ITOM or CMDB certifications.
• Experience working in Telecom industry environments.
• Knowledge of OSS/BSS integrations.
• Experience with Agile / DevOps practices.

Soft Skills:

• Strong analytical and problem-solving skills.
• Excellent communication and stakeholder management.
• Ability to lead technical discussions and solution design.
• Team mentoring and People Management capabilities.

Key Deliverables:

• Stable and scalable ServiceNow platform solutions.
• High-quality CMDB data with strong CI relationships.
• Automated IT operations and event management workflows.
• Telecom service operational efficiency improvements.
• Well-documented and maintainable codebase.

Skills

CMDB, ITOM, ITSM, ServiceNow, TSOM, Telecom Service Operations Management