ServiceNow Architect - AIOps & Service Management Integration

Role Summary:

The ServiceNow Architect is responsible for the technical strategy, design, and delivery of all ServiceNow components supporting the CCC transformation. This includes AIOps integrations, CMDB & Service Mapping, and the Service Portfolio & Catalog Framework.

The architect will design ServiceNow to act as a manager of managers, aggregating events, telemetry, and service health from multiple monitoring tools into a single command view.

Key Responsibilities:

• Architect the integration of monitoring and observability platforms (e.g., Dynatrace, Splunk, BMC TSOM, SolarWinds) into ServiceNow ITOM Event Management, enabling auto-ticketing, event enrichment, and intelligent incident response.
• Lead the design and execution of CMDB & Service Mapping projects, ensuring accurate modeling of business services, infrastructure, and application dependencies.
• Define the Service Portfolio and Service Catalog framework, aligning services to organizational roles, SLAs, and business outcomes.
• Support implementation of Operational Intelligence and AIOps features within ServiceNow to drive predictive analytics, anomaly detection, and impact analysis.
• Act as a ServiceNow SME to ensure alignment across CMDB, Change Management, and Monitoring Integration modules.
• Collaborate with the Observability Architect to standardize data ingestion models, configuration item (CI) relationships, and service health dashboards.
• Oversee customization, policy design, and configuration of CMDB reconciliation and data federation models.

 Qualifications:

• 8–12 years of experience in ServiceNow architecture and enterprise ITSM/ITOM implementations.
• Demonstrated experience delivering ServiceNow-based AIOps and CMDB integration projects.
• Strong technical knowledge in:
• ServiceNow ITOM Event Management
• Service Mapping and Discovery
• CMDB Modeling and CI Relationships
• Service Portfolio & Catalog Design
• Experience in building ServiceNow as a manager of managers, integrating external systems like Splunk, BMC, Dynatrace, and SolarWinds.
• Familiar with MID Server design, orchestration, and ITOM Health dashboards.
• ServiceNow Certified System Administrator or Certified Implementation Specialist (ITOM or CMDB) preferred.