Servicenow Architect

Roles & Responsibilities

• Own the architecture, technical design, development, and implementation of additional ServiceNow ITOM features.
• Design and implement capabilities across Event Management, AIOps, Service Mapping, Certificate Management, Health Log Analytics, Metric Intelligence, and automated remediation.
• Technically hands-on in configuration, scripting, integration development, testing, debugging, deployment, and production issue resolution.
• Configure event ingestion, normalization, filtering, deduplication, correlation, alert prioritization, service impact, and automated remediation.
• Build and enhance event rules, alert management rules, correlation rules, service models, operational dashboards, flows, subflows, and remediation workflows.
• Develop custom scripts, Script Includes, Business Rules, Flow Designer actions, Scripted REST APIs, Import Sets, and Transform Maps.
• Integrate ServiceNow with monitoring, observability, infrastructure, cloud, network, and automation platforms using APIs, IntegrationHub, webhooks, and MID Servers.
• Develop proofs of concept and prototypes to validate complex ITOM features and integration approaches.
• Troubleshoot event ingestion, alert correlation, service impact, data mapping, integrations, workflows, and platform performance issues.
• Ensure new ITOM features align with the existing CMDB, CSDM, ITSM processes, security model, platform standards, and performance requirements.
• Conduct code reviews and enforce secure, reusable, maintainable, high-performing, and upgrade-safe development practices.
• Support upgrades, regression testing, deployment, and production stabilization for newly implemented ITOM features.
• Lead technical workshops and mentor developers while serving as the escalation point for complex ITOM and integration issues.
• Proactively identify opportunities to extend ITOM capabilities and improve operational efficiency.

Mandatory Skills

• Strong experience as a technically hands-on ServiceNow ITOM Architect or Technical Lead.
• Deep knowledge of Event and Alert Management, event normalization, deduplication, correlation, Service Mapping, service visibility, AIOps, Certificate Management, Health Log Analytics, Metric Intelligence, and automated remediation.
• Advanced ServiceNow development skills using JavaScript, Glide APIs, Business Rules, Script Includes, Flow Designer, subflows, custom actions, Scripted REST APIs, IntegrationHub, Import Sets, Transform Maps, scheduled jobs, and asynchronous processing.
• Hands-on experience configuring event rules, alert management rules, correlation rules, service-impact calculations, dashboards, and remediation workflows.
• Strong understanding of CMDB, CSDM, CI relationships, application services, and service models.
• Strong integration experience using REST, SOAP, IntegrationHub, APIs, webhooks, MID Servers, OAuth, and certificate-based authentication.
• Ability to independently code, configure, test, troubleshoot, optimize, and deploy complex ITOM solutions.
• Strong troubleshooting experience across event ingestion, data transformation, alert correlation, service impact, integrations, flows, and performance.
• Experience designing secure, scalable, reusable, high-performing, and upgrade-safe solutions.
• Strong technical leadership, stakeholder management, communication, mentoring, and documentation skills.
• Proactive, self-driven, initiative-oriented, and accountable for end-to-end technical outcomes.

**Good to Have Skills:**Good to have SAM/ HAM/ Discovery certified ppl.

• Experience with AIOps, anomaly detection, noise reduction, predictive operations, root-cause analysis, and automated remediation.
• Knowledge of cloud operations across Azure, AWS, or Google Cloud.
• Experience integrating ITOM with Incident, Major Incident, Problem, Change, and Knowledge Management.
• Understanding of Kubernetes, Docker, microservices, serverless applications, and modern observability practices.
• Hands-on experience with PowerShell, Python, Ansible, Terraform, or similar automation technologies.
• Knowledge of Service Reliability Management, Cloud Accelerate, Operational Technology Management, or related ServiceNow capabilities.
• Experience with Performance Analytics, Process Optimization, Predictive Intelligence, or Now Assist.
• Familiarity with Automated Test Framework, source control, CI/CD, and ServiceNow deployment governance.
• Relevant certifications such as ServiceNow CSA, CAD, CIS-Event Management, CTA/CMA certifications.

Experience

• 12+ years of overall IT experience, including 8+ years of ServiceNow experience.
• 4+ years in a ServiceNow ITOM Architect, Solution Architect, or senior technical leadership role.
• Significant and proven hands-on experience in designing and implementing enterprise-scale ServiceNow ITOM and CMDB solutions.
• Proven experience working with extending ITOM functionality complex, highly integrated, and customized ServiceNow environments.

OR
ServiceNow ITAM Architect will also do with SAM HAM cretifications.