Analyzing, designing, and documenting client process improvements in ServiceNow at RSM. Collaborating with stakeholders to implement solutions and enhance service management efficiency.
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Hybrid ServiceNow ITSM, ITOM Pro Architect
Posted 5 months ago
About the role
- ServiceNow Architect leading design and implementation of ITSM and ITOM Pro. Collaborate with stakeholders for scalable platform architecture and governance best practices.
Responsibilities
- Lead design and implementation, establish best-practice governance, and guide a high-velocity delivery team
- 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
- Document architectural decision records (ADRs), integration approach, branching/release model
- Ensure designs are upgrade-safe, maintainable, and scalable
- Design and build ITOM Pro layers: Event Management, Discovery, Service Mapping
- Create integrations (REST, webhooks, MID Server, IntegrationHub) to external systems
- Define platform guardrails: naming, update set hygiene vs source control, code review process, versioning, branch promotion, regression testing (ATF)
- Establish and evangelize continuous improvement, modular design, reusable components
- Enforce security (ACLs, roles), 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)
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 (Event Management + Discovery and/or Service Mapping)
- 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
Benefits
- Limited offsite/remote flexibility for documentation and after-hours release activities
Job title
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