ServiceNow ITOM Architect
Work Location: Hybrid onsite/offshore (Perth, Australia and India) Job Type: Contract
We are seeking an experienced ServiceNow ITOM Architect to lead the implementation of full-stack observability within our IT applications and infrastructure. The ideal candidate will possess a strong background in IT operations, observability, and deep expertise across ServiceNow ITOM modules, including Discovery, Event Management, and Operational Intelligence. This role is pivotal in enhancing monitoring, visibility, and automation to drive proactive IT operations.
Job Overview:
As a ServiceNow ITOM Architect, you will be responsible for designing, configuring, and implementing comprehensive ServiceNow ITOM solutions for full-stack observability. You will integrate ServiceNow with existing monitoring tools, automate IT operations workflows, and optimize observability strategies to ensure real-time monitoring, event correlation, and efficient incident response.
Key Responsibilities:
- ServiceNow ITOM Implementation:Design, configure, and implement ServiceNow ITOM solutions for full-stack observability, specifically focusing on Discovery, Service Mapping, Event Management, and AIOps.
- Integrate ServiceNow ITOM with existing monitoring tools such as Splunk, Datadog, Prometheus, New Relic, and Dynatrace to centralize event correlation and facilitate root cause analysis.
- Automate IT operations workflows utilizing ServiceNow Orchestration and AI-driven insights.
- Observability Strategy Optimization:Define and implement best practices for real-time monitoring, event correlation, and incident response.
- Develop comprehensive dashboards, reports, and KPIs to effectively track system health, performance, and availability.
- Ensure CMDB (Configuration Management Database) accuracy to robustly support automated service mapping and dependency tracking.
- Integration and Automation:Collaborate with DevOps, Cloud, and IT teams to seamlessly integrate ServiceNow ITOM with hybrid and multi-cloud environments (AWS, Azure, GCP).
- Implement automation for self-healing IT operations and proactive issue resolution.
- Enhance ITSM (ServiceNow IT Service Management) workflows by integrating critical observability insights.
- Incident and Problem Management:Set up advanced alerting and event correlation rules to significantly reduce noise and improve incident detection capabilities.
- Support robust root cause analysis and proactive problem resolution leveraging Operational Intelligence and Predictive AIOps.
Required Skills & Qualifications:
- Experience:4-7 years of hands-on experience in IT operations, Observability, and ServiceNow ITOM implementation.
- Direct hands-on experience with ServiceNow Discovery, Event Management, and Service Mapping.
- Strong understanding of ITIL practices and IT operations workflows.
- Technical Skills:Proficiency in ServiceNow ITOM, CMDB, and automation workflows.
- Proven experience integrating various monitoring tools (Splunk, New Relic, Datadog, Prometheus, etc.) with ServiceNow.
- Solid knowledge of APIs, scripting (JavaScript, Python, PowerShell), and automation frameworks.
- Familiarity with cloud observability tools for AWS, Azure, and GCP.
- Soft Skills:Strong problem-solving skills with a distinct focus on proactive IT operations.
- Excellent communication and stakeholder management skills.
- Demonstrated ability to work effectively in cross-functional teams with IT, DevOps, and business units.
Certifications Required:
- ServiceNow CIS-SM
- ServiceNow CIS-Discovery
- ServiceNow CIS-EM
- ITIL v4 Foundation Certification (Preferred)
- Certifications in Splunk, New Relic, AWS/Azure/GCP Observability Tools (Preferred)
