Roles & Responsibilities
- Ensure the development and continuous improvement of tailored, near-standard solutions in collaboration with process owners and product owners to meet the growing need for information and to avoid technical debt
- Advise and provide functional support to internal departments, including the gathering, analysis, and structuring of requirements
- Take responsibility for holistic solution design that aligns business requirements with specifications as well as compliance and governance requirements
- Ensure the security, quality, and stability of the supported products and solutions throughout the entire lifecycle
- Work closely across teams and products with other ServiceNow product teams as well as relevant stakeholders
- Actively contribute as a central member of the DevOps product team to continuously optimize processes, platform usage, and delivery
- Design and implementation of enterprise-grade ServiceNow ITOM solutions including ITOM Visibility (Discovery, Service Mapping), ITOM Health, and Event Management
- Drive CMDB data quality, governance, and integration strategies as a foundation for ITOM and Asset Management use cases
- Architect scalable event ingestion, correlation, and operational intelligence solutions across global environments
- Define and implement integrations with monitoring tools, cloud platforms, and external data sources
- Align ITOM capabilities with HAM and SAM to ensure end-to-end transparency
- Embed AI capabilities and intelligent automation into ITOM solutions
- Leverage ServiceNow AI features (e.g., recommendations, virtual agents, predictive intelligence) to improve operational efficiency and user experience
Education & Work Experience
- Completed a degree in computer science
- 8+ years of professional experience and proven success as a ServiceNow Solution Architect in the relevant ServiceNow products
- Experience in agile working structures and in the implementation of agile and hybrid projects with strong team skills
- Proven in-depth experience in managing ServiceNow implementation projects and integrating external systems
- Ideally, sound knowledge as a ServiceNow or Full Stack Developer
- ITIL Foundation Level and certification in project management are advantageous
- Strong hands-on experience with ServiceNow ITOM modules (Visibility, Health, Event Management) in a global enterprise environment
- Proven expertise in CMDB architecture, Discovery, Service Mapping, and event correlation
- Experience with integration of monitoring tools and AIOps platforms
- Solid understanding of HAM and SAM and their integration with ITOM
- Experience with AI/ML concepts applied in IT operations (e.g., predictive analytics, intelligent automation)
- Understanding of data-driven architectures and ability to leverage AI for operational insights
