ITOM Solution Architect

🔥 42 minutes ago

🤠 Texas – Remote

🤠 Texas – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💻 Solutions Engineer

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ServiceNow

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 2004

🏢 Enterprise

☁️ SaaS

🤖 Artificial Intelligence

💰 Post-IPO Equity on 2022-12

Enterprise • SaaS • Artificial Intelligence

ServiceNow is a platform that offers AI-powered solutions and automation for businesses to enhance productivity and streamline workflows. Its AI agents are designed to autonomously learn, reason, make decisions, and take action to transform business processes across various domains such as IT, HR, customer service, and app development. The platform enables organizations to integrate data from diverse sources, facilitating business transformation and operational efficiency. Recognized for its leadership in AI IT service management and trusted by a significant portion of the Fortune 500, ServiceNow collaborates with other global leaders like Microsoft and AWS to bring advanced AI capabilities to modernize business operations.

📋 Description

• Own ITOM architecture across Discovery, Service Graph Connectors, Agent Client Collector, CMDB/CSDM design, IRE and reconciliation, and Service Mapping • Design sustainable AI-ready data population architectures, including MID Server and collection topologies • Architect ITOM Health and Service Observability with SLO-based Service Reliability Management • Integrate monitoring estates such as Dynatrace, Datadog, SolarWinds, and Splunk • Define operational success metrics including noise reduction, alert-to-CI coverage, MTTR, and service health accuracy • Design the operational fit of ServiceNow Otto and AI agents for alert triage, CMDB correction, and autonomous SLO creation • Build custom agentic workflows in AI Agent Studio and establish guardrails for automation • Provide evidence-based current-state assessments and advise customers on readiness • Translate architecture into business outcomes for CIOs and infrastructure leaders • Identify integration, data-quality, and scalability risks • Align architecture with engagement managers, technical consultants, and platform architects • Support pre-sales scoping with realistic effort and sequencing • Contribute reusable intellectual property and mentor consultants • Advise on release cadence and upgrade sequencing

🎯 Requirements

• Substantial ServiceNow ITOM delivery experience at architect or lead level on large, multi-workstream programs • 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 • Infrastructure and cloud fluency, including hybrid and multi-cloud architecture, containers, Kubernetes, and network/security constraints affecting discovery and monitoring • Integration fluency in REST, MID Server architecture, credential and certificate handling, and event/telemetry ingestion patterns • Executive presence and ability to explain technical positions without jargon • Collaborative posture across sales, solution consulting, and delivery • CIS-Data Foundations, CIS-Discovery, CIS-Service Mapping, and CIS-Event Management certifications, held or obtained within an agreed window • Preferred: experience designing agentic solutions in AI Agent Studio • Preferred: experience governing AI through AI Control Tower • Preferred: adjacent ITAM (HAM/SAM) or SecOps experience • Preferred: scripting fluency to review and debug pattern, transform, and event-rule logic • Preferred: CSA; ArchX, CTA, or CMA certifications; current experience with Now Assist, ServiceNow Otto, and AI Agents

🏖️ Benefits

• Flexible or remote work persona • Architect development investment • Opportunity to shape multi-million-dollar transformation programs • Opportunity to work on AI and autonomous IT transformation • Mentorship and reusable IP contribution opportunities

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