We are seeking a skilled ServiceNow ITSM / ITOM Architect to lead the design and implementation of IT Service Management and IT Operations Management solutions. The ideal candidate will have hands-on experience across ITIL processes, CMDB architecture, Discovery, Event Management, Service Mapping, and integrations with enterprise systems.
Key Responsibilities
- Lead architecture and design of ServiceNow ITSM & ITOM solutions including Incident, Problem, Change, CMDB, Discovery, Event Management, and Service Mapping.
- Conduct stakeholder workshops, gather requirements, and translate them into scalable ServiceNow solutions.
- Oversee end-to-end implementation, configuration, and integration with monitoring tools and external CMDBs.
- Define data models, workflows, integrations, and UI/UX experiences aligned with best practices.
- Provide technical leadership and governance across offshore/onshore teams.
- Design reports, dashboards, and performance analytics using ServiceNow reporting tools.
- Mentor teams, create reusable design templates, and support solutioning in pre-sales engagements.
Required Skills
- Strong experience in ITSM implementation based on ITIL standards.
- Expertise in ServiceNow ITOM modules including CMDB, Discovery, Service Mapping, Event Management, and Orchestration.
- Hands-on experience with scripting (JavaScript, PowerShell, Python, etc.), patterns, probes, sensors, and integration technologies (REST, SOAP, SNMP, SSH).
- Knowledge of ServiceNow App Engine and custom module development.
- Experience in workflow configuration, UI customization, and process automation.
Preferred
- ServiceNow Certified Architect / Implementation Specialist.
- Experience in customer-facing roles and pre-sales solutioning.