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Job Description
Solution Architect – ServiceNow, ITSM, ITOM, CMDB & SecOps
Experience Required: 10-15 Years
Roles and Responsibilities:
The person will be responsible for the end-to-end ServiceNow solution architecture, with expert-level ownership across ITSM, ITOM, CMDB, SecOps and related platform capabilities. The role requires the ability to define architecture, governance, integration strategy, data model, platform roadmap, upgrade approach and delivery standards while working with customer stakeholders, delivery teams, technical leads, vendors and platform administrators.
Key Accountabilities:
• Own ServiceNow solution architecture across ITSM, ITOM, CMDB, SecOps and related ServiceNow platform capabilities for the Technology tower.
• Assess business requirements, application management scope, enhancement demand, operational pain points and customer objectives, then translate them into scalable ServiceNow solution designs.
• Define and govern ServiceNow architecture principles, CSDM/CMDB strategy, data model, integration patterns, security model, platform governance and upgrade roadmap.
• Lead design for ITSM processes such as incident, problem, change, request, knowledge, service catalog, SLA, major incident and reporting capabilities.
• Lead ITOM architecture involving Discovery, Service Mapping, event/alert integrations, service health, operational visibility and CMDB population/maintenance patterns.
• Define CMDB governance, CI class model, relationship standards, reconciliation rules, data quality controls, ownership model and integration strategy with upstream/downstream sources.
• Provide SecOps solution guidance for security incident response, vulnerability response, threat/vulnerability prioritization workflows, integrations and risk-based remediation processes.
• Design integrations between ServiceNow and enterprise applications using REST/SOAP APIs, MID Server, IntegrationHub, event sources, monitoring tools, identity platforms, DevOps tools and reporting platforms.
• Guide technical leads and developers on configuration, customization, scripting, workflows, Flow Designer, integration patterns, ATF and platform engineering best practices.
• Provide architectural reviews for enhancements, defect fixes, releases and platform changes to ensure maintainability, performance, security, compliance and upgrade safety.
• Work with customer stakeholders to define platform roadmap, governance forums, demand prioritization, release cadence, technical debt remediation and continual improvement opportunities.
• Support proposal, estimation, transition, knowledge transfer, risk analysis, dependency management and delivery quality assurance for ServiceNow workstreams.
Experience required:
• Good executive communication skills with ability to engage customer stakeholders, tower leads, architects, service owners and delivery leadership.
• Minimum 10-15 years of IT experience with strong expert-level ServiceNow architecture, implementation, enhancement and application management experience.
• Strong architecture experience across ServiceNow ITSM, ITOM, CMDB and SecOps modules, with ability to design integrated enterprise workflows.
• Hands-on experience with ServiceNow platform configuration, scripting, Flow Designer, IntegrationHub, MID Server, REST/SOAP integrations and Service Portal/Workspace concepts.
• Experience defining CSDM-aligned CMDB design, Discovery, Service Mapping, CI lifecycle, reconciliation, data certification and CMDB governance processes.
• Experience with ITSM process design including incident, problem, change, request, catalog, knowledge, SLA, reporting and service operations workflows.
• Experience with SecOps capabilities such as security incident response, vulnerability response, security tool integrations and risk/impact-based prioritization is preferred.
• Experience with ITOM capabilities such as Discovery, Service Mapping, Event Management/AIOps, service health and operational visibility is preferred.
• Experience in architecture governance, design reviews, technical standards, release planning, upgrade assessment, instance health and performance optimization.
• Experience with ServiceNow Agile Development, ATF, DevOps integrations, source control, platform testing and release management is preferred.
• Experience in a utility, regulated enterprise, SaaS governance or managed services environment is preferred.
Technical Skills:
• ServiceNow ITSM, ITOM, CMDB, SecOps and platform architecture.
• CSDM, CMDB governance, Discovery, Service Mapping, Event Management / AIOps and service graph concepts.
• Incident, problem, change, request, catalog, knowledge, SLA, major incident, reporting and service operations process design.
• Security Incident Response, Vulnerability Response, threat/vulnerability workflows, risk context and security tool integration awareness.
• ServiceNow scripting: Business Rules, Script Includes, Client Scripts, UI Policies, Scheduled Jobs, Flow Designer and Workflow concepts.
• IntegrationHub, MID Server, REST/SOAP APIs, web services, event integrations and enterprise integration patterns.
• Workspace/Service Portal concepts, UI Builder awareness, ACLs, roles, groups, data policies and platform security.
• Automated Test Framework, ServiceNow upgrade planning, instance health, performance tuning, release management and technical debt management.
• Agile delivery, DevOps toolchain integration, Jira/Azure DevOps/Git awareness and managed services operations.
• ITIL, ITSM governance, service management metrics, operational reporting, compliance and audit support.
Requirements
Sailpoint
