Role Overview
The ServiceNow Architect – ITSM & ITOM (AI Control Tower Inclusive) is responsible for defining the technical architecture, governance, and strategic direction of the ServiceNow ITSM and ITOM platform. This role leads the design, implementation, and optimization of core ITSM processes, CMDB/CSDM, Discovery, Service Mapping, Event Management, and AI-powered automation capabilities. The architect establishes governance for AI Agent Studio, AI Agent Advisor, Now Assist, and AI Control Tower, ensuring AI agents operate within clearly defined autonomy boundaries while maintaining platform reliability, security, compliance, and operational excellence. The role also provides architectural leadership, mentors technical teams, and drives continuous improvement across the ServiceNow ecosystem.
Responsibilities
- Lead the architecture and technical direction for ServiceNow ITSM and ITOM solutions.
- Design and govern ITSM processes, including Incident, Problem, Change, Request Management, SLA/OLA architecture, and Major Incident Management.
- Define and maintain CMDB and CSDM architecture, including class 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 event correlation.
- Design and implement AI-powered automation using AI Agent Studio, AI Agent Advisor, Now Assist, and AI Control Tower.
- Establish AI governance by defining agent autonomy boundaries, approval workflows, consumption quotas, performance monitoring, and operational guardrails.
- Deploy AI capabilities such as incident categorization, triage, summarization, change risk assessment, remediation recommendations, and resolution note generation.
- Evaluate and prioritize automation opportunities using AI Agent Advisor based on production instance data.
- Review and govern integrations using 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 ServiceNow platform upgrades, release planning, technical reviews, and adoption of best practices.
- Mentor ServiceNow developers, administrators, and consultants by providing architectural guidance and technical leadership.
- Monitor CMDB health, Discovery coverage, Service Mapping completeness, and develop prioritized remediation plans.
- Optimize Event Management correlation rules to reduce alert noise and enable intelligent AI-driven incident creation.
- Collaborate with business stakeholders, operations teams, and delivery teams to ensure ServiceNow solutions align with organizational objectives and governance standards.
Requirements
- Minimum 5 years of hands-on ServiceNow implementation experience, including at least 2 years as a ServiceNow Architect or Technical Lead specializing in ITSM and ITOM.
- Strong expertise in ITSM processes (Incident, Problem, Change, and Request Management), ITOM (Discovery, Service Mapping, Event Management), CMDB/CSDM architecture, Event Management correlation, JavaScript, Glide API, Flow Designer, Business Rules, and ACL development.
- Hands-on experience with AI Agent Studio, AI Agent Advisor, AI Control Tower, and Now Assist for designing and governing AI-powered automation.
- Experience designing and reviewing REST/SOAP integrations, Integration Hub solutions, and MID Server architecture.
- ServiceNow Certified System Administrator (CSA) certification.
- Certified Implementation Specialist – ITSM (CIS-ITSM).
- Certified Implementation Specialist – ITOM or equivalent Discovery, Service Mapping, or Event Management micro-certifications.
- Certified Implementation Specialist – Data Foundations (CIS-Data Foundations) is preferred.
- ServiceNow Certified Technical Architect (CTA) certification is highly desirable.
- Experience with AIOps platforms, enterprise monitoring, and log aggregation solutions is preferred.
- Demonstrated experience implementing AI Control Tower governance within live production environments.
- Experience working in regulated, mission-critical, or high-availability enterprise environments.
- Proven success delivering multiple enterprise-scale ServiceNow ITSM and ITOM implementations.
- Experience conducting CMDB/CSDM health assessments and developing prioritized remediation roadmaps.
- Demonstrated ability to implement AI Agent Advisor using live production data to identify and prioritize automation opportunities.
- Experience defining AI governance policies that clearly distinguish autonomous AI actions from activities requiring human approval.
- Proven ability to optimize Event Management correlation rules to reduce alert noise and integrate AI Control Tower for intelligent incident creation.
- Strong experience producing solution architecture documentation, governance standards, and technical design artifacts.
- Excellent leadership, stakeholder management, mentoring, communication, and problem-solving skills, with a proven track record of improving operational efficiency through AI-enabled automation and ServiceNow platform optimization.
