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 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 models, relationship rules, reconciliation strategies, and data‑quality governance.
• Architect and optimize ITOM capabilities including Discovery, MID Server topology, Service Mapping, Event Management, and AIOps‑based correlation.
• Design, implement, and govern AI‑powered automation using AI Agent Studio, AI Agent Advisor, Now Assist, and AI Control Tower.
• Establish AI governance frameworks covering agent autonomy, approval workflows, consumption quotas, performance monitoring, and operational guardrails.
• Review and govern integrations via REST APIs, SOAP services, Integration Hub, MID Servers, and third‑party monitoring platforms.
• Produce solution architecture documents, technical standards, governance frameworks, and implementation roadmaps.
• Lead platform upgrades, release planning, and adoption of best practices.
• Mentor ServiceNow developers, administrators, and consultants, providing architectural guidance.

Required profile

• Minimum 10 years of hands‑on ServiceNow implementation experience.
• At least 2 years in a ServiceNow Architect or Technical Lead role focusing on ITSM and ITOM.
• Strong expertise in ITSM processes (Incident, Problem, Change, Request, SLA/OLA, Major Incident).
• Proven experience designing and governing CMDB/CSDM and AI‑driven automation.

Required skills

• ServiceNow platform (ITSM, ITOM, AI Agent Studio, AI Agent Advisor, Now Assist, AI Control Tower)
• CMDB and CSDM architecture
• Discovery, Service Mapping, Event Management, AIOps
• REST APIs, SOAP, Integration Hub, MID Server
• AI governance and automation design