The first goal is closed-loop ticketing: bring live network health into the ticket during a customer call, correlate alarms from several sources to the right troubleshooting guide, and trigger log collection and corrective actions in place of manual follow-up. Network KPI data lives in a lakehouse that agents pull by hand today, and a large catalog of network KPIs has no clear mapping to specific faults. You help build the platform and the integrations that close that loop.

What You Will Own

Target architecture across ITSM, ITOM (Event Management, Service Mapping, Discovery), and CSM with CMDB/CSDM as the foundation.
Migration design off legacy ITSM: data model mapping, ticket history, and a cutover plan that maintains 24/7 support.
Closed-loop flow: network KPI and alarm data into Event Management, alarm-to-alert correlation, incident creation with blast radius, and a change gate before network-side actions.
Integration architecture to the lakehouse (KPI reports), contact center (call-to-ticket linkage), and the NeIO agent layer.
AI data-sovereignty pattern: where reasoning runs, what crosses instance boundaries, and an air-gapped on-prem option.
Platform standards: scoped apps, pipeline/update-set strategy, environment topology, security, and ACL model.

Responsibilities

Translate operations requirements into a ServiceNow solution design and phased roadmap.
Run CMDB/CSDM design so day-one data is clean enough for routing, root cause analysis, and AI.
Make build, buy, and configure decisions; fill gaps with NeIO where ServiceNow doesnt fit.
Review Tech Lead and developer designs; own technical quality and non-functional requirements (availability, audit, traceability).
Serve as technical point of contact to customer data and integration leads on scope and sequencing.

First 90 Days

Signed-off target architecture and CMDB/CSDM design.
Working closed-loop proof on one alarm signature, end to end.
Migration and cutover plan agreed with the operations team.

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.
Delivered at least one migration from a legacy ITSM platform to ServiceNow.
Integration architecture: IntegrationHub, REST/SOAP, MID Server, event ingestion from external data platforms.
Contact center platform integration experience (NICE InContact, Genesys, or Amazon Connect).
Security and ACL design in regulated or data-sensitive environments.

Nice to Have

Telecom or NOC background; TM Forum APIs; ServiceNow TSM/TSOM.
Lakehouse integration patterns (Databricks preferred) for real-time KPI surfacing.
ServiceNow Knowledge Management: KB lifecycle, feedback loops, knowledge-centered service.
ServiceNow Performance Analytics for NOC operational dashboards.
ServiceNow AI: Now Assist, AI Agents, Predictive Intelligence, grounding/evaluation patterns.
Integration contracts for external AI/LLM platforms: webhook handoffs, async response handling, 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)

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

ServiceNow Architect

Job Description

No Referrers Available