ServiceNow ITOM & ITAM Architect

We are seeking a highly experienced ServiceNow ITOM and ITAM Architect to design, implement, and optimize ServiceNow IT Operations Management (ITOM) and IT Asset Management (ITAM) solutions. This role will be responsible for architecting scalable ITOM solutions, integrating with CMDB, and ensuring alignment with ITSM, ITAM, and security operations. The ideal candidate will have deep expertise in ServiceNow Discovery, Service Mapping, Event Management, CSDM, and AIOps, as well as experience working in complex enterprise environments.

The core responsibilities for the job include the following:

ITOM Solution Architecture and Implementation:

• Lead the design and implementation of ServiceNow ITOM solutions, including Discovery, Service Mapping, Event Management, Orchestration, and AIOps.
• Define technical architecture and solution blueprints for ITOM implementations, ensuring scalability and efficiency.
• Develop strategies to automate IT operations using ServiceNow workflows, integrations, and AI/ML capabilities.

ITAM Solution Architecture and Implementation:

• Lead the design and implementation of ServiceNow ITAM solutions, covering Hardware Asset Management (HAM Pro), Software Asset Management (SAM Pro), and Cloud Insights.
• Define the asset data model and its alignment with CMDB and CSDM, including asset-to-CI reconciliation, normalization, and lifecycle states.
• Architect software license management: entitlement ingestion, publisher packs, license metrics, reclamation workflows, and true-up readiness for publishers such as Microsoft, Oracle, IBM, SAP, and VMware.
• Design hardware asset lifecycle processes across procurement, receiving, stockroom, deployment, refresh, and disposal, integrated with procurement and finance systems.
• Establish ITAM governance, KPIs, and dashboards covering license compliance, asset accuracy, cost optimization, and audit readiness.

CMDB and Service Mapping:

• Architect CMDB strategies to ensure accurate data ingestion, normalization, reconciliation, and governance.
• Implement Service Mapping to discover and visualize business services and application dependencies.
• Define CI class structures, reconciliation rules, and CMDB compliance policies.

Event Management and Monitoring:

• Design and implement ServiceNow Event Management to correlate events from monitoring tools (e. g., Splunk, SolarWinds, Dynatrace).
• Optimize Operational Intelligence (AIOps) capabilities to enhance predictive and automated issue resolution.
• Develop alert and incident correlation strategies to reduce noise and improve ITOM efficiency.

Governance, Compliance, and Best Practices:

• Define ITOM governance frameworks to ensure data accuracy, security, and compliance with IT policies.
• Establish KPIs and dashboards to measure ITOM performance, CMDB health, and event management efficiency.
• Conduct ITOM maturity assessments and recommend strategies for continuous improvement.

Stakeholder Engagement and Collaboration:

• Collaborate with ITSM, ITAM, SecOps, DevOps, and Cloud teams to ensure seamless ITOM integration.
• Engage with senior leadership, business owners, and technical teams to drive ITOM adoption.
• Provide technical mentorship to ServiceNow administrators and developers.

Optimization and Best Practices:

• Continually optimize the discovery process to reduce false positives/negatives and improve discovery accuracy.
• Develop and document best practices for cloud discovery, including tuning configurations, optimizing performance, and securing cloud data.
• Monitor and manage the health and performance of cloud discovery jobs to ensure optimal performance and data accuracy.
• Conduct regular audits of cloud resources and align them with enterprise governance and compliance requirements.

Training and Documentation:

• Provide guidance and training to technical staff on cloud discovery architecture, processes, and troubleshooting.
• Develop and maintain comprehensive technical documentation, including architecture diagrams, discovery runbooks, and operational support guides.

Now assist in ITOM and ITAM:

• Define the Now Assist adoption roadmap for ITOM and ITAM, identifying high-value AI use cases and sequencing enablement across environments.
• Implement Now Assist for ITOM capabilities, including AI-generated incident and alert summarization, alert grouping insights, and guided remediation recommendations.
• Enable Now Assist for ITAM use cases such as contract and entitlement summarization, asset request assistance, and AI-supported license optimization insights.
• Configure and govern the underlying AI platform components: Now assist skills, skill kits, AI search, and generative AI controllers with appropriate role-based access.
• Establish responsible-AI governance for Now Assist: data privacy, prompt and response quality review, human-in-the-loop checkpoints, and measurement of deflection and productivity benefits.

Requirements:

• 7+ years of hands-on experience with ServiceNow ITOM (Discovery, Service Mapping, Event Management, Orchestration, AIOps).
• Deep knowledge of CMDB architecture, CSDM 4.0, and Service Graph Connectors.
• Experience integrating ServiceNow with cloud platforms (AWS, Azure, and GCP) and monitoring tools (e. g., Splunk and SolarWinds).
• Strong understanding of ITIL 4, ITSM, SIAM, and ITOM best practices.
• Proficiency in JavaScript, REST API, PowerShell, and automation frameworks.
• Experience with ServiceNow MID Server architecture and secure credential management.

Soft Skills:

• Excellent communication and stakeholder management skills.
• Strong problem-solving skills and ability to troubleshoot complex ITOM issues.
• Ability to lead technical teams and mentor junior architects.

Certifications (Preferred):

• ServiceNow Certified Implementation Specialist - ITOM.
• ServiceNow Certified System Administrator (CSA).
• ServiceNow Certified CMDB/CSDM Specialist.
• ITIL 4 Foundation or higher.
• AWS, Azure, or GCP certification (for cloud automation expertise).

Skills

AIOps, CMDB, CSDM, Discovery, IT Asset Management, IT Operations Management, ITAM, ITOM, Service Mapping, ServiceNow