TECHNICAL ARCHITECT

Job Description Location: Gr Nodia/ Pune Employment Type: Full-time Experience: 812+ years total; 46+ years hands-on with ServiceNow ITOM Role Level: Architect / Senior Architect Role Summary We are seeking an experienced ITOM Architect to design, implement, and govern ServiceNow IT Operations Management (ITOM) capabilitiesprimarily Discovery, Service Mapping, Event Management, and CMDBto enable accurate service visibility, proactive monitoring, and operational resilience at scale. The ideal candidate is a hands-on architect who can define the target architecture, lead delivery, enforce data governance, and partner with Infrastructure, Cloud, and Application teams to drive adoption and measurable outcomes. Key Responsibilities - Architecture & Roadmap - Define the ITOM target state architecture and delivery roadmap across Discovery, Service Mapping, Event Management (EM), Health/CMDB, and Integrations. - Establish architectural standards, patterns, and best practices for multi-cloud (AWS/Azure/GCP), onprem, containers/K8s, and hybrid estates. - Discovery & Service Mapping - Lead design and rollout of horizontal and topdown Discovery; optimize schedules, MID Server placement, credentials strategies, and probe/sensor tuning. - Architect and implement Service Mapping (Business Services, Technical Services), enabling endtoend dependency views and impact analysis. - Event Management & Observability - Implement and optimize Event Management (EM) including event normalization, alert correlation, CMDB enrichment, and routing. - Integrate with monitoring and AIOps tools (e.g., SolarWinds, Splunk, Dynatrace, Prometheus, AppDynamics, LogicMonitor) and set noise-reduction rules. - CMDB Ownership & Governance - Define CMDB data model (CIs/classes), relationships, identification & reconciliation rules (IRE), and health KPIs (completeness, correctness, compliance). - Build and run CMDB governancedata quality dashboards, audit cadence, and exception handling; champion Service Graph/CI class model alignment. - Integration & Automation - Architect integrations between ITOM and ITSM/CSM/ITAM/DevOps using IntegrationHub, REST/SOAP APIs, and event buses. - Drive operational automation (auto-ticketing, enrichment, remediation workflows) and publish reusable modules. - Security & Compliance - Ensure secure Discovery approaches, credential vaulting, access controls (RBAC/ACL), and compliance with organizational and regulatory standards. - Leadership & Enablement - Lead cross-functional delivery squads; mentor developers and admins. - Run enablement for Infra/App/Cloud teams on service modeling, runbooks, and operationalization of ITOM. - Measurement & Continuous Improvement - Define and track KPIs (MTTA/MTTR impact, alert noise reduction, CMDB health, service coverage, discovery accuracy) and iterate to improve outcomes. Required Qualifications - Hands-on expertise in ServiceNow ITOM: Discovery, Service Mapping, Event Management, CMDB, Identification & Reconciliation (IRE), MID Server design. - Strong knowledge of networking (TCP/IP, ports/protocols, SNMP, WMI, SSH, WinRM), OS platforms (Windows/Linux/Unix), and application/integration patterns. - Proven experience integrating monitoring/observability tools with ServiceNow EM and enriching alerts with CMDB/service context. - Solid understanding of cloud platforms (AWS/Azure/GCP) discovery/connectors, tag/metadata strategies, and modern workloads (containers, K8s). - Proficiency with Scripting (JavaScript/Glide), Flows/Flows Designer, Transform Maps, APIs (REST/SOAP), and IntegrationHub. - Experience setting up CMDB governance, data quality measurements, and reconciliation strategies across multiple data sources. - Strong stakeholder management, documentation, and the ability to translate technical solutions into business value. Certifications (Nice to Have) - ServiceNow Certified System Administrator (CSA) Required/Preferred - ServiceNow Certified Implementation Specialist ITOM (Discovery/Event/Service Mapping) - ServiceNow Certified Application Developer (CAD) - ITIL 4 Foundation - Cloud certs (AWS/Azure/GCP Associate-level or above)