Architecture & Platform Design
• Define end-to-end ServiceNow platform architecture across ITSM, ITOM, ITAM, CSM, HRSD, SecOps, and custom apps.
• Design scalable, secure, and high-availability ServiceNow solutions aligned with enterprise standards.
• Establish domain separation, CMDB architecture, data models, and integration patterns.
• Act as the final technical authority for ServiceNow design decisions.
ITSM / ITOM / Observability
• Architect ITSM processes: Incident, Problem, Change, Request, Knowledge, and Service Catalog.
• Design ITOM solutions including Discovery, Service Mapping, Event Management, and AIOps.
• Integrate ServiceNow with monitoring & observability tools (Datadog, Splunk, CloudWatch, Azure Monitor, Prometheus).
• Enable event correlation, alert noise reduction, and automated remediation.
• Align ServiceNow with SRE principles (SLIs, SLOs, error budgets, MTTR reduction).
CMDB & Data Governance
• Own CMDB architecture and governance, ensuring data accuracy, completeness, and compliance.
• Define CI classes, relationships, reconciliation rules, and data sources.
• Drive CMDB health KPIs and compliance reporting.
• Align CMDB with cloud, application, and network architectures.
Integrations & Automation
• Architect integrations using REST, SOAP, MID Server, IntegrationHub, Spokes, and Event APIs.
• Design bi-directional integrations with:
• Cloud platforms (AWS, Azure, Google Cloud Platform)
• CI/CD tools (Jenkins, GitHub, GitLab)
• Identity systems (AD, Azure AD, Okta)
• Monitoring, logging, and security platforms
• Implement workflow automation using Flow Designer, Orchestration, and Runbooks.
Security, Compliance & Performance
• Design secure architectures with RBAC, ACLs, data separation, encryption, and audit logging.
• Ensure compliance with SOX, SOC2, ISO, HIPAA (as applicable).
• Lead performance tuning, instance optimization, and upgrade planning.
• Define platform resiliency and DR strategies.
Governance & Best Practices
• Define and enforce ServiceNow development standards and best practices.
• Establish release management, upgrade strategy, and CI/CD for ServiceNow.
• Govern customization vs configuration decisions.
• Mentor developers, admins, and platform owners.
Stakeholder & Leadership Responsibilities
• Partner with business leaders, product owners, and enterprise architects.
• Translate business requirements into technical solutions and roadmaps.
• Lead architecture reviews, technical design sessions, and platform governance boards.
• Provide technical leadership for ServiceNow programs and implementations.
Required Qualifications
• 10+ years of IT experience with 6+ years in ServiceNow.
• Strong hands-on experience as a ServiceNow Architect or Lead Developer.
• Deep expertise in ITSM, ITOM, CMDB, and ServiceNow core platform.
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