ServiceNow Architect - AIOps & Service Management Integration

Role Summary :

The ServiceNow Architect is responsible for the technical strategy, design, and delivery of all ServiceNow components supporting the CCC transformation. This includes AIOps integrations, CMDB & Service Mapping, and the Service Portfolio & Catalog Framework.

The architect will design ServiceNow to act as a manager of managers, aggregating events, telemetry, and service health from multiple monitoring tools into a single command view.

Key Responsibilities :

• Architect the integration of monitoring and observability platforms (e.g., Dynatrace, Splunk, BMC TSOM, SolarWinds) into ServiceNow ITOM Event Management, enabling auto-ticketing, event enrichment, and intelligent incident response.
• Lead the design and execution of CMDB & Service Mapping projects, ensuring accurate modeling of business services, infrastructure, and application dependencies.
• Define the Service Portfolio and Service Catalog framework, aligning services to organizational roles, SLAs, and business outcomes.
• Support implementation of Operational Intelligence and AIOps features within ServiceNow to drive predictive analytics, anomaly detection, and impact analysis.
• Act as a ServiceNow SME to ensure alignment across CMDB, Change Management, and Monitoring Integration modules.
• Collaborate with the Observability Architect to standardize data ingestion models, configuration item (CI) relationships, and service health dashboards.
• Oversee customization, policy design, and configuration of CMDB reconciliation and data federation models.

Qualifications :