TQUSI0596_5438 - ServiceNow ITOM Architect

Job Title: ServiceNow ITOM Architect

Location: Hyderabad

Experience: 10–12+ years on ServiceNow ITOM/CMDB architecture and design ( If you have any resources available, please share with us)

Role Overview

Lead the architecture, design, and rollout of ServiceNow IT Operations Management (ITOM) and CMDB capabilities at enterprise scale. Own the end‑to‑end blueprint across Discovery, Service Mapping, Event Management/event correlation, CSDM‑aligned CMDB, and the High‑Level Architecture (HLA) that binds platforms, integrations, and operating processes into a coherent operating model.

Key Responsibilities

Architecture & HLA

1. Define the target ServiceNow architecture and produce HLA artifacts covering environments, MID Server topology, integration patterns, data flows, security zones, and availability/recovery design.
2. Establish architectural guardrails for multi‑cloud and on‑prem landscapes (e.g., AWS, Azure, VMware, network, databases), ensuring scale, performance, and maintainability.

CMDB (Core & Governance)

1. Design and govern the CMDB data model (classes, attributes, relationships), reconciliation and identification rules, and dependency mapping strategy.
2. Implement CMDB health KPIs (completeness, correctness, compliance), data certification, de‑duplication and relationship hygiene, with dashboards for continuous improvement.
3. Operationalize CI lifecycle management (states, ownership, tiering, criticality), change impact analysis, and service‑based reporting.

CSDM (Common Service Data Model)

1. Adopt CSDM (latest version) as the standard: define service taxonomy, service ownership, lifecycle states, and alignment of application services to business capabilities.
2. Coach product and service owners to maintain service portfolios, enforce role‑based ownership, and drive service‑level reporting across ITSM/ITOM.

Discovery

1. Architect and implement Discovery (credentials strategy, probes/sensors, patterns, sharded schedules, failover) to cover servers, network, databases, cloud resources, and SaaS.
2. Establish credential governance, access models, cloud discovery (API‑based), and tuning for performance and accuracy.

Service Mapping

1. Lead top‑down Service Mapping for critical business services; define mapping strategy (seeds, entry points), pattern governance, and evergreen topology processes.
2. Integrate mapping outputs with change, incident, problem, and SLA reporting for service‑centric operations.

Event Management & Event Correlation (AIOps)

1. Implement Event Management with correlation rules, deduplication, suppression, and alert enrichment from monitoring tools; drive noise reduction and MTTR improvements.
2. Design business service health models (KPIs, impact trees) and wire to Service Maps for end‑to‑end situational awareness and RCA.

Integrations & Automation

1. Own integration strategy for ITOM/CMDB with ITSM, asset/finance/procurement tools, discovery sources, and monitoring/observability platforms (via IntegrationHub, APIs, ETL).
2. Introduce auto‑remediation patterns for top use cases, with clear guardrails and rollback.

Security, Compliance & Risk

1. Embed access controls, data obfuscation where required, auditability, and policy compliance within CMDB/ITOM processes.
2. Align with change governance, SoD controls, and regulatory requirements.

Stakeholder Leadership & Delivery

1. Run architecture reviews, backlog shaping, and readiness/KT for operations.
2. Mentor engineers, partner with platform owners, and present options/impacts to senior leadership.

Required Skills & Qualifications

1. Deep hands‑on expertise with ServiceNow CMDB, Discovery, Service Mapping, Event Management/event correlation, CSDM, and HLA (architectural blueprints & decisions).
2. Strong knowledge of ITIL practices (Incident/Change/Problem/CMDB).
3. Proven history designing scalable MID Server topologies, discovery schedules, and mapping patterns in hybrid/multi‑cloud environments.
4. Proficiency in Integrations (REST/SOAP, IntegrationHub, ETL), reconciliation/identification rules, and data quality frameworks.
5. Ability to translate business services and capabilities into service‑centric operating models and KPIs.
6. Excellent stakeholder management, communication, and documentation skills.
7. Certifications (preferred): CSA; CIS–Discovery / CIS–ITOM; ITIL MP/Expert; relevant cloud provider certifications.
8. Experience guideline: 10–12 years for Architect roles (flexible per org ladder).
9. Exposure to Metric Intelligence/Health and performance analytics for service health.
10. Familiarity with asset domains (HAM/SAM) and cost governance to tie CMDB/ITOM outcomes to financials.