ServiceNow ITOM & CMDB Architect

Accountabilities:

• Define the overall ServiceNow ITOM and CMDB architecture, roadmap, standards, and governance model, ensuring alignment with CSDM and broader enterprise architecture principles.
• Establish CMDB structures including CI classes, attributes, relationships, identification and reconciliation rules, naming conventions, ownership, lifecycle processes, and data-quality standards.
• Design CMDB integration architecture across infrastructure, applications, cloud, network, security, asset management, monitoring, endpoint management, and enterprise application platforms.
• Lead the implementation and optimization of ServiceNow Discovery, including schedules, credentials, MID Servers, probes, sensors, patterns, discovery behavior, coverage, and troubleshooting across servers, databases, network devices, cloud, virtual environments, storage, applications, and containers/Kubernetes.
• Identify and resolve Discovery gaps, inaccurate CI population, and data-quality issues while establishing measurable Discovery coverage and quality metrics.
• Design and implement ServiceNow Service Mapping, including application and business service maps, service ownership standards, horizontal and top-down discovery, and application dependency models supporting Incident, Problem, Change, Impact Analysis, and AIOps use cases.
• Establish sustainable CMDB governance, including data ownership, accountability, CMDB Health and Data Manager strategies, duplicate CI remediation, CI freshness, completeness, correctness, compliance, uniqueness, and relationship accuracy.
• Lead CSDM adoption by defining appropriate classes and relationships across Business Services, Technical Services, Application Services, Business Applications, Application Components, and Infrastructure CIs, while developing a CSDM maturity roadmap.
• Architect and evaluate integrations using REST, IntegrationHub, MID Server, Import Sets, APIs, and Service Graph Connectors, while ensuring adherence to CMDB identification and reconciliation standards.
• Partner with infrastructure, application, and technology teams to validate service relationships, improve data quality, and ensure that CMDB information supports ITSM, ITOM, Asset Management, Security, AIOps, and future ServiceNow capabilities.

Requirements:

• Bachelor’s degree with 8 years of related experience, master’s degree with 6 years of related experience, or 11 years of related experience without a degree.
• 7+ years of experience working hands-on with the ServiceNow platform, including significant ITOM experience configuring Discovery and building Service Maps.
• 5+ years of hands-on experience establishing and managing foundational Configuration Management Databases and designing enterprise-scale CMDB solutions.
• Strong knowledge of IT infrastructure and enterprise technology environments, including cloud technologies such as Microsoft Azure and/or AWS.
• Strong understanding of ITIL principles and Configuration Management processes.
• Demonstrated ability to operate at both strategic and technical levels, translating enterprise requirements into scalable architecture and practical implementations.
• Strong analytical, troubleshooting, governance, communication, and cross-functional collaboration skills.
• Certified System Administrator (CSA) certification is required.
• Certified Application Developer (CAD) certification is preferred.
• Certified Technical Architect (CTA) certification is preferred.
• Candidates must be prepared to verify and provide documentation for required ServiceNow certifications, licenses, or credentials.
• Must be able to work remotely while remaining accessible and available to perform job functions when required, including nights, weekends, and holidays.
• Ability to travel up to 25% of the time.

Benefits:

• Remote position based in the United States.
• Opportunity to work on enterprise-scale ServiceNow ITOM, CMDB, Discovery, Service Mapping, and CSDM initiatives.
• Exposure to complex infrastructure, cloud, application, security, asset management, and AIOps environments.
• Up to 25% travel associated with the role.
• Inclusive workplace with equal employment opportunity and consideration for candidates from diverse backgrounds, including individuals with disabilities and veterans.