ServiceNow Architect – ITSM & ITOM (AI Control Tower)

About the role

The ServiceNow Architect – ITSM & ITOM (AI Control Tower Inclusive) will define the technical architecture, governance, and strategic direction of the ServiceNow platform. You will lead design, implementation, and optimisation of core ITSM processes, CMDB/CSDM, Discovery, Service Mapping, Event Management and AI‑powered automation.

Key responsibilities

• Lead architecture and technical direction for ServiceNow ITSM and ITOM solutions.
• Design and govern ITSM processes such as Incident, Problem, Change, Request Management, SLA/OLA and Major Incident Management.
• Define and maintain CMDB and CSDM architecture, data quality governance and reconciliation strategies.
• Architect and optimise ITOM capabilities including Discovery, MID Server topology, Service Mapping and AIOps‑based event correlation.
• Design and implement AI automation using AI Agent Studio, AI Agent Advisor, Now Assist and AI Control Tower.
• Establish AI governance – autonomy boundaries, approval workflows, consumption quotas and performance monitoring.
• Review and govern integrations via REST APIs, SOAP services, Integration Hub and third‑party monitoring platforms.
• Produce architecture documents, technical standards, governance frameworks and implementation roadmaps.
• Lead platform upgrades, release planning and best‑practice adoption.
• Mentor developers, administrators and consultants, and monitor CMDB health, discovery coverage and event‑management efficiency.

Required profile

• Minimum 10 years of hands‑on ServiceNow implementation experience.
• At least 2 years in a ServiceNow Architect or Technical Lead role focused on ITSM and ITOM.
• Strong expertise in ITSM processes (Incident, Problem, Change, Request, SLA/OLA, Major Incident).

Required skills

• ServiceNow ITSM & ITOM modules
• CMDB and CSDM architecture
• Discovery, MID Server, Service Mapping
• Event Management and AIOps correlation
• AI Agent Studio, AI Agent Advisor, Now Assist, AI Control Tower
• REST API, SOAP, Integration Hub
• Platform upgrade and release management