ITOM Architect – ServiceNow
Location: Gr Nodia/ Pune
Employment Type: Full-time
Experience: 8–12+ years total; 4–6+ years hands-on with ServiceNow ITOM
Role Level: Architect / Senior Architect
We at Coforge are seeking an experienced ITOM Architect to design, implement, and govern ServiceNow IT Operations Management (ITOM) capabilities—primarily Discovery, Service Mapping, Event Management, and CMDB—to enable accurate service visibility, proactive monitoring, and operational resilience at scale. The ideal candidate is a hands-on architect who can define the target architecture, lead delivery, enforce data governance, and partner with Infrastructure, Cloud, and Application teams to drive adoption and measurable outcomes.
Key Responsibilities
Architecture & Roadmap
- Define the ITOM target state architecture and delivery roadmap across Discovery, Service Mapping, Event Management (EM), Health/CMDB, and Integrations.
- Establish architectural standards, patterns, and best practices for multi-cloud (AWS/Azure/GCP), on‑prem, containers/K8s, and hybrid estates.
Discovery & Service Mapping
- Lead design and rollout of horizontal and top‑down Discovery; optimize schedules, MID Server placement, credentials strategies, and probe/sensor tuning.
- Architect and implement Service Mapping (Business Services, Technical Services), enabling end‑to‑end dependency views and impact analysis.
Event Management & Observability
- Implement and optimize Event Management (EM) including event normalization, alert correlation, CMDB enrichment, and routing.
- Integrate with monitoring and AIOps tools (e.g., SolarWinds, Splunk, Dynatrace, Prometheus, AppDynamics, Logic Monitor) and set noise-reduction rules.
CMDB Ownership & Governance
- Define CMDB data model (CIs/classes), relationships, identification & reconciliation rules (IRE), and health KPIs (completeness, correctness, compliance).
- Build and run CMDB governance—data quality dashboards, audit cadence, and exception handling; champion Service Graph/CI class model alignment.
Integration & Automation
- Architect integrations between ITOM and ITSM/CSM/ITAM/DevOps using Integration Hub, REST/SOAP APIs, and event buses.
Required Qualifications
- Hands-on expertise in ServiceNow ITOM: Discovery, Service Mapping, Event Management, CMDB, Identification & Reconciliation (IRE), MID Server design.
- Strong knowledge of networking (TCP/IP, ports/protocols, SNMP, WMI, SSH, WinRM), OS platforms (Windows/Linux/Unix), and application/integration patterns.
- Proven experience integrating monitoring/observability tools with ServiceNow EM and enriching alerts with CMDB/service context.
- Solid understanding of cloud platforms (AWS/Azure/GCP) discovery/connectors, tag/metadata strategies, and modern workloads (containers, K8s).
- Proficiency with Scripting (JavaScript/Glide), Flows/Flows Designer, Transform Maps, APIs (REST/SOAP), and IntegrationHub.
- Experience setting up CMDB governance, data quality measurements, and reconciliation strategies across multiple data sources.
- Strong stakeholder management, documentation, and the ability to translate technical solutions into business value.
Certifications (Nice to Have)
- ServiceNow Certified System Administrator (CSA) – Required/Preferred
- ServiceNow Certified Implementation Specialist – ITOM (Discovery/Event/Service Mapping)
- ServiceNow Certified Application Developer (CAD)
- ITIL 4 Foundation
- Cloud certs (AWS/Azure/GCP Associate-level or above)
