Job Title: ServiceNow ITSM & ITOM Pro Architect
Location: Bentonville, AR (Onsite 3 5 days/week)
Duration: 6 months to start but likely ongoing
Start Date: once someone is identified
Client Interview: Yes
About the Role:
We re seeking a hands-on ServiceNow Architect with deep expertise across ITSM and ITOM Pro to lead design and implementation, establish best-practice governance, and guide a high-velocity delivery team. You ll partner with stakeholders, translate business goals into scalable platform architecture, and ensure solutions are maintainable, secure, and aligned to the ServiceNow Common Service Data Model (CSDM) and platform best practices.
- Key Responsibilities & Focus Areas
- Architecture & vision planning
- Define target state across ITSM, ITOM, and AIOps (how they tie together)
- Document architectural decision records (ADRs), integration approach, branching/release model
- Ensure designs are upgrade-safe, maintainable, and scalable
- Hands-on implementation & delivery
- Lead, configure, and extend ITSM modules (Incident, Change, Problem, Request, SLAs, Catalog, etc.)
- Design and build ITOM Pro layers: Event Management (alert incident flows, correlation, noise suppression), Discovery (pattern tuning, credentials, MID Server), Service Mapping
- Ingest telemetry and monitoring / observability data into Event Management / AIOps pipelines
- Build AIOps-based automation / predictive alerting / anomaly detection (integration with ServiceNow s AIOps capabilities)
- Validate and monitor CMDB health, reconciliation rules, data quality metrics
- Create integrations (REST, webhooks, MID Server, IntegrationHub) to external systems (observability tools, monitoring, ticketing systems)
- Governance & standards
- Define platform guardrails: naming, update set hygiene vs source control, code review process, versioning, branch promotion, regression testing (ATF)
- Establish and evangelize continuous improvement, modular design, reusable components
- Enforce security (ACLs, roles), performance, and scalability practices
- Stakeholder engagement & team leadership
- Run architecture workshops, stakeholder alignment sessions, governance forums
- Produce executive summaries / roadmaps / status artifacts
- Mentor and transfer knowledge to internal teams / admins / developers
- Measurement & value delivery
- Set up KPIs and metrics (incident reduction, alert-to-ticket ratios, MTTR improvements, CMDB health, noise reduction)
- Deliver incremental value: early wins in ITSM while ramping ITOM + AIOps
What We re Looking For:
- 7+ yearstotal experience with 3 5+ years focused on ServiceNow architecture across ITSM and ITOM Pro.
- Proven delivery of at least twoenterprise-scale ITOM Pro implementations (Event Management + Discovery and/or Service Mapping).
- Strong CMDB/CSDMexpertise: class model design, identification/reconciliation, health KPIs.
- Hands-on with Flow Designer, IntegrationHub, scripting (Glide/APIs), and ATFfor regression.
- Solid grasp of platform security (roles/ACLs), performance, and upgrade-safe design.
- Excellent facilitation, documentation (diagrams, ADRs), and executive communication skills.
Nice to Have (Preferred):
- Experience integrating with major observability platforms (e.g., Dynatrace, Datadog, Splunk, BigPanda), ITSM/ITOM ecosystem tools, and notification/on-call platforms.
- Exposure to Service Operations Workspace/Operator Workspace, Service Level Management, Reporting/Performance Analytics.
- Familiarity with source control pipelines for ServiceNow (e.g., Git-backed workflows) and environment promotion strategies.
Certifications (Preferred):
- ServiceNow Certified System Administrator (CSA)
- ServiceNow Certified Implementation Specialist (CIS):ITSM and/or Discovery/Service Mapping
- ServiceNow Certified Technical Architect (CTA)or Certified Application Developer (CAD) is a plus
Work Model & Onsite Expectation:
- Onsite 3 5 days/weekat the client s location; collaborate closely with cross-functional stakeholders and ops teams.
- Limited offsite/remote flexibility for documentation and after-hours release activities.
Success Indicators (First 90 120 Days):
- Approved target-state architectureand delivery roadmap.
- Working ITOM Pro pipeline(Event Alert Incident/Task) with documented correlation and noise-reduction rules.
- Discovery/Service Mappingschedules and credentials operational; baseline CMDB health metrics defined and trending up.
- Platform governance (environments, release cadence, ATF smoke tests) implemented and adopted.
What to Include with Your Application:
- Resume highlighting relevant ITSM + ITOM Proimplementations and your role.
- One-page summary or slide with architecture examples(redacted diagrams welcome).
- Certifications and links (Credly or vendor pages).
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