ServiceNow

ITOM Solution Architect

ServiceNow • $135K — $160K *
US-AnywhereRemote in Dallas, TX
Information Technology
5 - 7 years of experience
Today
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Job Overview by Ladders

Qualifications

  • 5-7 years of experience with ServiceNow ITOM delivery in architect or lead roles on large programs
  • Expertise in CMDB architecture and CSDM alignment
  • Strong knowledge of ITOM Visibility and Health and enterprise-scale Event Management
  • Experience applying AI to operational tasks, with nuanced judgment about its application
  • Understanding of hybrid and multi-cloud infrastructure and security constraints
  • Proficiency in REST integration, MID Server architecture, and telemetry data handling
  • Strong executive presence to communicate technical concepts effectively

Responsibilities

  • Own and architect the ITOM ecosystem including Discovery and CMDB/CSDM design
  • Design robust, AI-ready data population architectures that withstand enterprise constraints
  • Establish event intelligence and observability layers with a focus on service reliability
  • Integrate existing monitoring tools into the ITOM framework
  • Define metrics for operational success and alert management
  • Advise clients on improving operational practices with honest assessments
  • Support pre-sales processes by objectively scoping project efforts

Benefits

  • Opportunity to shape large-scale transformation projects from inception
  • Engage in solving critical problems related to trustworthy operational data
  • Be part of a team that emphasizes honest delivery and architect development
Full Job Description
Job Description

ServiceNow is moving from a workflow platform with AI features to an AI platform where agents do the work. That shift depends entirely on whether the operational data underneath it can be trusted, which is the problem this role owns.

The ITOM Solution Architect designs and leads technical delivery of ServiceNow ITOM solutions across CMDB and service data foundations, Discovery, Service Mapping, ITOM Health, event intelligence, and service observability, and increasingly designs the agentic layer built on top of them. The role moves fluidly between deep technical design and executive advisory, with the judgement to give customers evidence-based assessments of their operational maturity rather than aspirational ones.

What you'll do:

Architect the data foundation
  • Own ITOM architecture: Discovery, Service Graph Connectors, Agent Client Collector, CMDB/CSDM design, IRE and reconciliation, and Service Mapping strategy
  • Design and data foundations AI-ready and trustworthy
  • Design sustainable data population architecture, including MID Server and collection topologies that hold up under real enterprise network and security constraints

Design the event intelligence and observability layer
  • Architect ITOM Health and Service Observability with SLO-based Service Reliability Management as one signal-to-service model
  • Integrate existing monitoring estates (for example, Dynatrace, Datadog, SolarWinds, Splunk)
  • Define operational success: noise reduction, alert-to-CI coverage, MTTR, and service health accuracy

Design and govern the agentic layer
  • Design where ServiceNow Otto and AI agents fit operationally, including alert triage, detecting and correcting CMDB issues, and autonomous SLO creation
  • Build custom agentic workflows in AI Agent Studio where out-of-box coverage stops
  • Build guardrails before automation, especially in regulated environments

Advise and lead
  • Give honest current-state assessments, including telling customers when they are not ready for the use case they came in asking for
  • Translate architecture into business outcomes for CIOs and infrastructure leaders: risk, cost, and toil avoided
  • Flag integration, data-quality, and scalability risk before it hits delivery
  • Keep architecture consistent with engagement managers, technical consultants, and platform architects
  • Support pre-sales scoping with realistic effort and sequencing
  • Contribute reusable IP to the practice and mentor consultants toward architect capability
  • Advise on release cadence and upgrade sequencing as part of architecture, not an afterthought

Why join us
  • Shape the architecture of multi-million-dollar transformation programs from the first design conversation
  • Work on the problem that determines whether autonomous IT actually works: trustworthy operational data
  • Join a practice that invests in architect development and values honest delivery over optimistic scoping


Qualifications

Required:
  • Substantial ServiceNow ITOM delivery experience at architect or lead level on large, multi-workstream programs
  • Demonstrated depth in CMDB architecture, CSDM alignment, IRE and reconciliation design, and Discovery pattern design
  • Working command of ITOM Visibility and ITOM Health, including enterprise-scale Event Management design
  • Practical experience applying AI to operational work, and the judgement to know where it helps and where it does not
  • Infrastructure and cloud fluency: hybrid and multi-cloud architecture, containers and Kubernetes, and the network and security constraints that affect discovery and monitoring
  • Integration fluency: REST, MID Server architecture, credential and certificate handling, and event and telemetry ingestion patterns
  • Executive presence, with the ability to hold a design position under challenge and explain it without jargon
  • A collaborative, one-team posture across sales, solution consulting, and delivery

Preferred
  • Experience designing agentic solutions in AI Agent Studio
  • Experience governing AI through AI Control Tower, including scope, autonomy, escalation, and value measurement
  • Adjacent ITAM (HAM/SAM) or SecOps experience, given shared CMDB dependencies
  • Scripting fluency sufficient to review and debug pattern, transform, and event-rule logic

Certifications
  • Required: CIS-Data Foundations, CIS-Discovery, CIS-Service Mapping, and CIS-Event Management, held or obtained within an agreed window
  • Preferred: CSA; ArchX, CTA, or CMA for architect-track candidates; and current experience with Now Assist, ServiceNow Otto, and AI Agents


Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

About ServiceNow

ServiceNow provides cloud-based solutions that define, structure, manage, and automate services for enterprise operations in North America, Europe, the Middle East, Africa, the Asia Pacific, and other countries. The company offers service management solutions, including incident, problem, change, request, and cost management as well as service catalogs; and IT, HR, facilities, and field service management solutions. It also provides IT operations management solutions covering service mapping, delivery, and assurance solutions; business management solutions such as financial management, project portfolio suite, vendor performance management, and performance analytics as well as governance, risk, and compliance; and application development services.

ServiceNow Careers

Join the dynamic team at ServiceNow, a global leader in digital workflow solutions, where innovation and leadership converge to shape the future of work. At ServiceNow, we offer more than just job opportunities; we provide a platform for professional growth and a chance to be part of a culture that values diversity, creativity, and continuous learning.

Work You’ll Do

Embark on a career journey with ServiceNow and contribute to the world’s leading enterprises' digital transformation. Our team is at the forefront of developing cutting-edge technologies that improve how people work. With ServiceNow, you will use your skills to impact businesses and industries profoundly, driving efficiency and innovation.

Join Our Market-Leading Team

ServiceNow is not just another technology company. We are a team that thrives on diversity and leadership, fostering an inclusive environment that promotes growth and development. Our commitment to diversity training ensures that every team member can achieve their potential.

Innovative Work

ServiceNow is home to more than 10,000 dedicated professionals who lead the charge in digital workflows and enterprise solutions. As part of our team, you will engage in projects that merge technology with practical applications, creating revolutionary products that advance how services are delivered and managed.

Career Development

At ServiceNow, your career trajectory is filled with boundless opportunities. We support your growth with robust training programs, leadership development courses, and access to global challenges. Whether you are looking for an internship, full-time position, or leadership role, ServiceNow equips you with the tools to excel.

Be Part of a Great Team

Working at ServiceNow means being part of a community that values teamwork and innovation. Our collaborative environment encourages networking and sharing ideas, making our workplace vibrant and dynamic. The benefits of joining ServiceNow extend beyond comprehensive health and wellness; they include fostering professional connections and friendships that last a lifetime.

Explore Job Opportunities and Internships

Whether you’re a seasoned professional or a recent graduate, ServiceNow offers a range of employment options to suit your career goals. From internships that provide real-world experience to full-time positions that challenge you to leverage your expertise, we are committed to hiring the best talent.

Stay Connected

Join Our Team Search open positions that match your skills and interests. At ServiceNow, we look for passionate, curious, and solution-driven team players. Explore the possibilities that await you at a company that is committed to your professional success.

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ServiceNow Careers

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Learn more about ServiceNow
Size
16,881 employees
Market Cap
$76.5 billion
Industry
Information Technology
Net Income
$118.5 million
Founded
2004
5 Year Trend
+33.5%
Revenue
$4.5 billion
NASDAQ
NOW
* Ladders Estimates

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