Overview
Job Summary
We are seeking an experienced ServiceNow TSOM Architect to lead the design, architecture, and implementation of ServiceNow Technology Service Operations Management (TSOM) solutions. The ideal candidate will be responsible for defining scalable IT Operations architectures, driving observability and AIOps initiatives, and enabling proactive operations through ServiceNow TSOM modules.
This role requires strong technical leadership, hands-on architectural expertise, and the ability to work with enterprise stakeholders to transform IT Operations using ServiceNow best practices.
ServiceNow Technical Architect - ITSM, integration, Custom app development & Architecture
Experience
- Overall Experience: 15+ years in IT Service Management / IT Operations / Enterprise Monitoring
- Relevant Experience: 8+ years in ServiceNow platform.
Responsibilities
Key Responsibilities
Architecture & Solution Design
- Define end‑to‑end ServiceNow TSOM architecture aligned to enterprise IT Operations strategy
- Design scalable and resilient solutions leveraging:
- ITOM Discovery
- Service Mapping
- Event Management
- Operational Intelligence
- Cloud Observability
- AIOps capabilities
- Drive architectural decisions for hybrid, multi‑cloud, and on‑prem environments
Implementation & Delivery
- Lead and oversee implementation of TSOM solutions across large enterprise landscapes
- Define integration patterns with:
- Monitoring tools (Splunk, Dynatrace, AppDynamics, Azure Monitor, AWS CloudWatch, etc.)
- CMDB data sources
- Third‑party observability platforms
- Ensure CMDB health, governance, and data accuracy using Discovery and Service Mapping
Technical Leadership
- Act as Technical Authority for TSOM solutions and best practices
- Review and approve technical designs, configurations, and customizations
- Mentor developers, administrators, and consultants on TSOM architecture and standards
- Conduct technical workshops and design sessions with stakeholders
AIOps & Observability
- Design and implement AIOps-driven event correlation and noise reduction
- Enable proactive operations through anomaly detection and predictive insights
- Optimize operational workflows using event rules, alerts, and automations
Governance & Optimization
- Define TSOM governance, standards, and architectural guardrails
- Drive performance optimization, stability, and scalability of ServiceNow platform
- Ensure alignment with ServiceNow best practices and upgrade strategies
Stakeholder & Client Engagement
- Partner with IT leadership, operations teams, and business stakeholders
- Translate business requirements into technical solutions
- Support pre‑sales activities including solution design, estimations, and proposals.
Requirements
Required Skills & Qualifications
ServiceNow Expertise
- 8+ years of hands‑on experience with ServiceNow ITOM / TSOM
- Strong expertise in:
- ITOM Discovery
- Service Mapping
- Event Management
- Operational Intelligence
- CMDB architecture & data modeling
- Experience with ServiceNow scripting (JavaScript, Glide APIs)
IT Operations & Monitoring
- Strong understanding of:
- ITSM, ITOM, and IT Operations processes
- Enterprise monitoring and observability architectures
- Hybrid infrastructure, cloud, containers, and microservices
- Experience integrating ServiceNow with leading monitoring tools
Architecture & Design
- Proven experience as Architect / Lead Consultant on large‑scale ServiceNow programs
- Deep understanding of:
- Distributed systems
- Network, server, storage, and cloud technologies
- Strong documentation and design skills (HLDs, LLDs, architecture diagrams)
Soft Skills
- Excellent communication and stakeholder management skills
- Ability to influence senior leadership and technical teams
- Strong problem‑solving and analytical mindset
Certifications (Preferred / Mandatory)
- ServiceNow Certified Implementation Specialist - ITOM (Highly Preferred)
- ServiceNow Certified Technical Architect (CTA) - Preferred
- ITIL v3 or ITIL 4 certification
- Cloud certifications (AWS / Azure / GCP) - Preferred
Nice to Have
- Experience with ServiceNow Cloud Observability
- Exposure to DevOps and SRE practices
- Experience in large transformation or CMDB remediation programs
- Pre‑sales and proposal solutioning experience
What We Offer
- Opportunity to architect enterprise‑scale TSOM transformations
- Work with cutting‑edge observability and AIOps technologies
- Leadership role in high‑impact digital transformation programs
