ServiceNow Architect

Position Description:

Role Summary
Own end‑to‑end architecture for ServiceNow ITOM Health, covering Event Management and Health Log Analytics. Engage directly with clients to lead discovery, shape roadmaps, and design scalable patterns that reduce event noise, speed up triage, and improve service health. Provide technical leadership to development teams and ensure alignment with CMDB/Service Mapping and CSDM.
Experience: 8+ years ServiceNow experience with 2+ years hands‑on ITOM Health architecture.
Key Responsibilities

. Lead client workshops: discovery, requirements, use‑case definition, and success criteria (MTTD/MTTR, noise reduction, actionable insights).
. Design event ingestion strategies via MID Servers, SNMP, syslog, REST, webhooks, and IntegrationHub spokes/connectors.
. Define normalization, de‑duplication, correlation, and aggregation patterns; Event Rules/Alert Rules; CI association and impact policies.
. Leverage Event Intelligence and AIOps (alert clustering, anomaly detection, probable root cause).
. Architect HLA pipelines: source onboarding, parsers/patterns, enrichment, retention and search performance; enable log‑to‑event insights.
. Design incident/major incident auto‑creation, assignment, suppression; maintenance windows; business service health scores.
. Model dependencies with CMDB/Service Mapping; ensure CI data quality and health KPIs for accurate impact analysis.
. Guide integrations with observability tools (Dynatrace, AppDynamics, Datadog, New Relic, Prometheus, Splunk, SolarWinds, etc.).
. Define dashboards, health reports, and executive scorecards; establish operational runbooks and knowledge assets.
. Establish coding standards, release strategy (Update Sets/Scoped Apps), CI/CD, and testing strategy; mentor developers.
. Promote security by design, RBAC, and performance best practices; support compliance requirements.

Provide thought leadership on Now Assist for ITOM and gen‑AI assisted operations; contribute to proposals/estimates.

Skills: