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 our ServiceNow platform. You will lead the design, implementation, and continuous improvement of core ITSM processes, CMDB/CSDM, Discovery, Service Mapping, Event Management, and AI‑driven 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, including data quality governance.
• Architect and optimize ITOM capabilities including Discovery, MID Server topology, Service Mapping, and AIOps‑based event correlation.
• Implement AI‑powered automation using AI Agent Studio, AI Agent Advisor, Now Assist, and AI Control Tower.
• Establish AI governance, setting autonomy boundaries, approval workflows, and performance monitoring.
• Review and govern integrations via REST APIs, SOAP services, Integration Hub, and MID Servers.
• Produce solution architecture documents, technical standards, and implementation roadmaps.
• Lead platform upgrades, release planning, and adoption of best practices.
• Mentor developers, administrators, and consultants, providing architectural guidance.

Required profile

• Minimum 5 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, etc.).
• Proven ability to design and govern CMDB/CSDM and AI automation frameworks.

Required skills

• ServiceNow platform
• ITSM and ITOM modules
• CMDB & CSDM architecture
• Discovery, Service Mapping, Event Management
• AI Agent Studio, AI Agent Advisor, Now Assist, AI Control Tower
• REST API, SOAP, Integration Hub
• MID Server administration