ServiceNow - Tools Architect

The Tools Architect will lead the design, implementation, and optimization of enterprise-grade IT Operations Management (ITOM) and observability solutions. This includes integrating and orchestrating tools such as Dynatrace, SolarWinds, AlertSite, and ServiceNow modules (CMDB, Event Management, CSDM). The role is pivotal in working with the customer to drive Event management, Service Now CMDB accuracy, CI Mapping, automation across hybrid environments.

Key Responsibilities
Service Orchestration & ITOM
* Architect and deploy ServiceNow ITOM modules including Discovery, Service Mapping, Event Management, and Orchestration
* Design workflows for automated remediation, intelligent dispatching, and self-healing using ServiceNow Flow Designer, Ansible, and resolver bots
Observability & Monitoring
* Integrate and optimize monitoring platforms such as Dynatrace, SolarWinds Orion/DPA, and AlertSite for real-time visibility and predictive analytics
* Define dynamic thresholds and anomaly detection models to reduce alert noise and improve MTTR
* Lead tool assessments and configuration workshops with stakeholders to ensure data fidelity and actionable insights
Event Management & Incident Response
* Implement event correlation and deduplication strategies across observability tools to streamline incident workflows
* Collaborate with technical teams to refine alert-to-incident conversion and auto-close logic
CMDB & CSDM Governance
* Architect and maintain a governed CMDB aligned with CSDM best practices
* Ensure accurate service mapping and CI relationships to support impact analysis and change risk predictions
* Lead CMDB health remediation efforts including completeness, staleness, and orphaned records
Skills & Qualifications
* 7+ years of experience in ITOM architecture, preferably with ServiceNow.
* Deep expertise in CMDB, Discovery, Service Mapping, Event Management, and CSDM
* Hands-on experience with Dynatrace, SolarWinds, AlertSite, and other observability platforms
* Strong understanding of ITIL, ITSM, and Change Management processes.
* Certified in one or more areas of ServiceNow/Observability
Tools Ecosystem
Tool Function
Dynatrace -Application & infrastructure monitoring, anomaly detection
SolarWinds Orion/DPA -Network & database performance monitoring
AlertSite - Synthetic monitoring
ServiceNow ITOM - Discovery, orchestration, event management
CMDB & CSDM - Configuration and service data governance
LiveNX, ELK, CloudWatch - Supplemental observability tools"