ITOM Solution Architect

Job Description

ServiceNow is moving from a workflow platform with AI features to an AI platform where agents do the work. That shift depends entirely on whether the operational data underneath it can be trusted, which is the problem this role owns. 

The ITOM Solution Architect designs and leads technical delivery of ServiceNow ITOM solutions across CMDB and service data foundations, Discovery, Service Mapping, ITOM Health, event intelligence, and service observability, and increasingly designs the agentic layer built on top of them. The role moves fluidly between deep technical design and executive advisory, with the judgement to give customers evidence-based assessments of their operational maturity rather than aspirational ones. 
 

What you'll do: 

Architect the data foundation 

• Own ITOM architecture: Discovery, Service Graph Connectors, Agent Client Collector, CMDB/CSDM design, IRE and reconciliation, and Service Mapping strategy 
• Design and data foundations AI-ready and trustworthy 
• Design sustainable data population architecture, including MID Server and collection topologies that hold up under real enterprise network and security constraints 

Design the event intelligence and observability layer 

• Architect ITOM Health and Service Observability with SLO-based Service Reliability Management as one signal-to-service model 
• Integrate existing monitoring estates (for example, Dynatrace, Datadog, SolarWinds, Splunk) 
• Define operational success: noise reduction, alert-to-CI coverage, MTTR, and service health accuracy 

Design and govern the agentic layer 

• Design where ServiceNow Otto and AI agents fit operationally, including alert triage, detecting and correcting CMDB issues, and autonomous SLO creation 
• Build custom agentic workflows in AI Agent Studio where out-of-box coverage stops 
• Build guardrails before automation, especially in regulated environments 

Advise and lead 

• Give honest current-state assessments, including telling customers when they are not ready for the use case they came in asking for 
• Translate architecture into business outcomes for CIOs and infrastructure leaders: risk, cost, and toil avoided 
• Flag integration, data-quality, and scalability risk before it hits delivery 
• Keep architecture consistent with engagement managers, technical consultants, and platform architects 
• Support pre-sales scoping with realistic effort and sequencing 
• Contribute reusable IP to the practice and mentor consultants toward architect capability 
• Advise on release cadence and upgrade sequencing as part of architecture, not an afterthought 
   

Why join us 

• Shape the architecture of multi-million-dollar transformation programs from the first design conversation 
• Work on the problem that determines whether autonomous IT actually works: trustworthy operational data 
• Join a practice that invests in architect development and values honest delivery over optimistic scoping 
   

Qualifications

Required: 

• Substantial ServiceNow ITOM delivery experience at architect or lead level on large, multi-workstream programs 
• Demonstrated depth in CMDB architecture, CSDM alignment, IRE and reconciliation design, and Discovery pattern design 
• Working command of ITOM Visibility and ITOM Health, including enterprise-scale Event Management design 
• Practical experience applying AI to operational work, and the judgement to know where it helps and where it does not 
• Infrastructure and cloud fluency: hybrid and multi-cloud architecture, containers and Kubernetes, and the network and security constraints that affect discovery and monitoring 
• Integration fluency: REST, MID Server architecture, credential and certificate handling, and event and telemetry ingestion patterns 
• Executive presence, with the ability to hold a design position under challenge and explain it without jargon 
• A collaborative, one-team posture across sales, solution consulting, and delivery 

Preferred 

• Experience designing agentic solutions in AI Agent Studio 
• Experience governing AI through AI Control Tower, including scope, autonomy, escalation, and value measurement 
• Adjacent ITAM (HAM/SAM) or SecOps experience, given shared CMDB dependencies 
• Scripting fluency sufficient to review and debug pattern, transform, and event-rule logic 

Certifications 

• Required: CIS-Data Foundations, CIS-Discovery, CIS-Service Mapping, and CIS-Event Management, held or obtained within an agreed window 
• Preferred: CSA; ArchX, CTA, or CMA for architect-track candidates; and current experience with Now Assist, ServiceNow Otto, and AI Agents 

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity,  veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.  

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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