Codvo.ai - ServiceNow Architect - ITSM/ITOM/CMDB Modules (10-12 yrs)

Role : ServiceNow Architect

Job Description :

Own the end-to-end ServiceNow architecture for a 24/7 telecom NOC : the migration onto ServiceNow, the CMDB/CSDM data model, ITOM Event Management, and the integrations that make closed-loop ticketing work.

What This Role Is :

You are the single technical owner of the ServiceNow solution.

You design the platform, make the build-versus-configure calls across ITSM, ITOM, and CSM, set the data model every automation depends on, and decide where AI reasoning runs and what data is allowed to leave the instance.

What You Will Own :

- Target architecture across ITSM, ITOM (Event Management, Service Mapping, Discovery), and CSM, with the CMDB/CSDM data model as the foundation.

- Migration design off the legacy ITSM platform : data model mapping, ticket history and categories, and a cutover plan that does not break 24/7 support.

- The closed-loop flow : network KPI and alarm data into Event Management, alarm-to-alert correlation, incident creation with blast radius from Service Mapping, and a change gate before any network-side action.

- Integration architecture to the lakehouse (KPI reports), the contact center (call-to-ticket linkage), and the NeIO agent layer for retrieval and root cause assistance.

- The AI data-sovereignty pattern : where reasoning runs, what crosses the instance boundary, and an air-gapped on-prem option for sensitive operational data.

- Platform standards : scoped applications, pipeline and update-set strategy, environment topology, and the security and ACL model.

Responsibilities :

- Translate operations requirements into a ServiceNow solution design and a phased roadmap.

- Run the CMDB/CSDM design so day-one data is clean enough for routing, root cause analysis, and AI to work.

- Keep ServiceNow where it fits and fill gaps with NeIO; own the build, buy, and configure decisions.

- Review the Tech Lead and developer designs; own technical quality and the non-functional requirements : availability, audit, and traceability.

- Be the technical point of contact to the customer data and integration leads on scope and sequencing.

First 90 Days :

- A signed-off target architecture and CMDB/CSDM design.

- A working closed-loop proof on one alarm signature, end to end.

- A migration and cutover plan the operations team agrees with.

Skills and Experience :

Must Have :

- 10+ years in enterprise software, 6+ years on ServiceNow as architect or lead architect.

- Deep ITOM : Event Management, Service Mapping, Discovery, and MID Server topology.

- CMDB and CSDM design at production scale; you have owned a CMDB other teams depend on.

- A delivered migration from a legacy ITSM platform to ServiceNow.

- Integration architecture : IntegrationHub, REST and SOAP, MID Server, and event ingestion from external data platforms.

- Integration architecture for contact center platforms (NICE InContact, Genesys, or Amazon Connect) for call-to-ticket linkage.

- Security and ACL design, with work in regulated or data-sensitive environments.

Nice to Have :

- Telecom or NOC background; TM Forum APIs and ServiceNow Telecommunications (TSM/TSOM).

- Lakehouse integration patterns (Databricks preferred) for real-time KPI surfacing in the ticket context.

- ServiceNow Knowledge Management : KB0 lifecycle, feedback loops, and knowledge-centered service.

- ServiceNow Performance Analytics and reporting for NOC operational dashboards.

- ServiceNow AI : Now Assist, AI Agents, Predictive Intelligence, and grounding or evaluation patterns.

- Integration contracts for external AI/LLM orchestration platforms : webhook-based event handoffs, async response handling, and confidence-threshold-gated automation.

- Air-gapped or on-prem ServiceNow and OpenShift deployment.

Certifications :

Required :

- CSA - Certified System Administrator.

- CAD - Certified Application Developer.

Preferred :

- CIS - ITOM Event Management.

- CIS - Discovery.

- CTA - Certified Technical Architect (or on track).

How We Work :

Codvo delivers in 6-to-8-week PI increments.

We start small, prove the closed loop on a narrow set of alarm signatures, then widen.

About Codvo :

Codvo is a 200+ person AI engineering firm (1000+ with partners) that builds production AI for regulated industries : healthcare, oil and gas, telecom, and data centers.

We are platform-agnostic and work in ServiceNow, Snowflake, Databricks, and AWS, filling gaps with our NeIO platform rather than replacing what already works.