ServiceNow Architect - IT Operations Management (ITOM)

Key Responsibilities

• Serve as the technical expert for ServiceNow ITOM capabilities including Discovery, Service Mapping, Event Management, Certificate Management, and CMDB integration.
• Configure, tune, and troubleshoot ServiceNow Discovery including MID Server configuration, credential management, patterns, probes and sensors, and discovery error resolution.
• Maintain CMDB integrity through identification and reconciliation rules, data normalization, relationship mapping, and alignment with CMDB governance and ITIL best practices.
• Discover and manage cloud resources across AWS, Azure, or GCP including cloud-native services, dynamic infrastructure, and integration of cloud assets into the ServiceNow CMDB.
• Design and implement automation using ServiceNow workflows, Flow Designer, APIs, and integrations with monitoring and infrastructure tools.
• Develop strategic and tactical project plans, feasibility analyses, and recommendations for management and business units.
• Perform systems performance analysis and root cause analysis of production incidents, including participation in 24/7 coverage as needed.
• Function as a vendor liaison, evaluating and selecting appropriate products to meet business and strategic goals.
• Provide capacity planning, performance tuning recommendations, and guidance on consolidation of existing hardware and software applications.
• Translate complex technical solutions into non-technical requirements documents for business stakeholders.

Qualifications

• 5+ years of experience in at least two IT disciplines within a client/server or service-oriented architecture environment including technical architecture, network design, application development, middleware, servers and storage, or database management.
• Deep experience implementing and administering ServiceNow ITOM capabilities including Discovery and CMDB integration.
• Strong understanding of enterprise infrastructure components including servers, networks, cloud platforms, containers, and applications.
• Strong understanding of network architecture, SOA, object-oriented analysis and design, and application development methodologies.
• Proven ability to manage competing priorities with minimal supervision.
• Exceptional interpersonal skills including teamwork, facilitation, and negotiation.
• Must be eligible to work in the U.S. without sponsorship.

Preferred Qualifications

• Bachelor's degree in Computer Science, Systems Analysis, or a related field.
• Experience with cloud discovery and management across AWS, Azure, or GCP.
• Background supporting enterprise infrastructure in a healthcare or similarly complex environment.
• Experience managing or coordinating small technical teams.
• Familiarity with ITIL best practices and CMDB governance frameworks.
• ServiceNow certifications in ITOM or related modules.