It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. Backed by Greylock and Sequoia.
About the role
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.
What they're looking for
- 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
More about this role
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.
- 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
- Architect ITOM Health and Service Observability with SLO-based Service Reliability Management...
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