ServiceNow ITSM / ITOM Architect

Role :: ServiceNow ITSM / ITOM Architect

Location :: Philadelphia, PA

Type :: Fulltime

Job Description

Must Have Technical/Functional Skills

ITSM:

• Experience in implementing ITIL processes (Incident, Problem, Change Management, etc.) in ServiceNow

ITOM :

• Experience in multiple End-to-End implementations of ITOM including CMDB processes (Event Management, Discovery, Service Mapping, CMDB/CSDM, Cloud Management, Orchestration)
• CMDB Management: Experience with CMDB design, architecture and implementations with a fair understanding of ServiceNow CMDB model and extensions.
• Hands-on development to include creation, configuration and customization of patterns, Discovery Schedules, probe, sensors and Event rules

Integration :

• Hands-on experience with integrating ServiceNow with other CMDB tools and enterprise monitoring systems
• Familiar with scripting technology such as JavaScript, PowerShell, Perl, wmi, ssh, python, Xpath, SNMP
• App Engine : Expertise in Custom module implementations
• Working experience on Workflow administration, ServiceNow Reporting, Form/UI configurations, Notifications, data imports, custom scripting
• Experience in identifying opportunities for process automation and optimization using advanced ServiceNow features
• CTAs/ ServiceNow Certified Candidates Preferred

Roles & Responsibilities

Requirements Gathering and Process Mapping:

• Conduct workshops with business and IT stakeholders , gather requirements, translate them into functional features.
• Understand business needs and map them to ServiceNow capabilities, ensuring streamlined ITOM and ITSM processes and systems aligned to industry best practices and standard.

Solution and Architecture Design:

• Design ServiceNow ITOM and ITSM architecture collaborating with business teams and development teams
• Define data; models, integrations, workflows, and UI experiences across ITSM and ITOM modules

Implementation:

• Lead and govern technical implementations across ITOM ( Discovery, Service Mapping, Visibility) and ITSM (Incident, Problem, Change, Request, CMDB) and CSM (Case Management, Entitlements, Contracts).
• Ensure delivery aligns with defined architecture and standards.
• Provide oversight on ServiceNow configuration, customization, and integrations.
• Work effectively with geographically diverse teams (offshore) to deliver timely responses to clients and client account teams

Reporting & Dashboards

• Design custom and out-of-the-box performance analytics, reports, and dashboards

Knowledge & Mentorship:

• Guide and mentor development teams, BA teams, and platform administrators.
• Create knowledge artifacts and reusable design templates.
• Stay updated with new ServiceNow releases and ensure roadmap alignment.

Pre Sales & Solutioning:

• Support the pre-sales team with solutioning and effort estimation.
• Provide product demos and support proof of concepts as required
• Identify opportunities in customer landscape and advise customers on ServiceNow solution adoption roadmap

Generic Managerial Skills, If any

Strong communication, presentation and interpersonal skills

Strong analytical and problem-solving skills