ServiceNow ITSM & ITOM Pro Architect

Scicom Infrastructure Services • Bentonville, AR

72d

About The Position

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.

Requirements

• 7+ years total experience with 3–5+ years focused on ServiceNow architecture across ITSM and ITOM Pro.
• Proven delivery of at least two enterprise-scale ITOM Pro implementations.
• Strong CMDB/CSDM expertise: class model design, identification/reconciliation, health KPIs.
• Hands-on with Flow Designer, IntegrationHub, scripting (Glide/APIs), and ATF for regression.
• Solid grasp of platform security (roles/ACLs), performance, and upgrade-safe design.
• Excellent facilitation, documentation (diagrams, ADRs), and executive communication skills.

Nice To Haves

• Experience integrating with major observability platforms (e.g., Dynatrace, Datadog, Splunk, BigPanda).
• 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.

Responsibilities

• Define target state across ITSM, ITOM, and AIOps.
• Document architectural decision records (ADRs), integration approach, branching/release model.
• Ensure designs are upgrade-safe, maintainable, and scalable.
• Lead, configure, and extend ITSM modules (Incident, Change, Problem, Request, SLAs, Catalog, etc.).
• Design and build ITOM Pro layers: Event Management, Discovery, Service Mapping.
• Ingest telemetry and monitoring/observability data into Event Management/AIOps pipelines.
• Build AIOps-based automation/predictive alerting/anomaly detection.
• Validate and monitor CMDB health, reconciliation rules, data quality metrics.
• Create integrations (REST, webhooks, MID Server, IntegrationHub) to external systems.
• Define platform guardrails: naming, update set hygiene vs source control, code review process.
• Establish and evangelize continuous improvement, modular design, reusable components.
• Enforce security, performance, and scalability practices.
• Run architecture workshops, stakeholder alignment sessions, governance forums.
• Produce executive summaries/roadmaps/status artifacts.
• Mentor and transfer knowledge to internal teams/admins/developers.
• 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 This Job Offers

• Job Type: Full-time
• Number of Employees: 1-10 employees