Overview

ServiceNow Technical Architect - ITSM, integration, Custom app development & Architecture

Experience

- Overall Experience: 15+ years in IT Service Management / IT Operations / Enterprise Monitoring
- Relevant Experience: 8+ years in ServiceNow platform with deep focus on TSOM

Job Summary

We are seeking an experienced ServiceNow TSOM Architect to lead the design, architecture, and implementation of ServiceNow Technology Service Operations Management (TSOM) solutions. The ideal candidate will be responsible for defining scalable IT Operations architectures, driving observability and AIOps initiatives, and enabling proactive operations through ServiceNow TSOM modules.

This role requires solid technical leadership, hands-on architectural expertise, and the ability to work with enterprise stakeholders to transform IT Operations using ServiceNow best practices.

Responsibilities

Key Responsibilities

Architecture & Solution Design

- Define endtoend ServiceNow TSOM architecture aligned to enterprise IT Operations strategy
- Design scalable and resilient solutions leveraging:
- ITOM Discovery
- Service Mapping
- Event Management
- Operational Intelligence
- Cloud Observability
- AIOps capabilities

- Drive architectural decisions for hybrid, multicloud, and onprem environments

Implementation & Delivery

- Lead and oversee implementation of TSOM solutions across large enterprise landscapes
- Define integration patterns with:
- Monitoring tools (Splunk, Dynatrace, AppDynamics, Azure Monitor, AWS CloudWatch, etc.)
- CMDB data sources
- Thirdparty observability platforms

- Ensure CMDB health, governance, and data accuracy using Discovery and Service Mapping





Technical Leadership

- Act as Technical Authority for TSOM solutions and best practices
- Review and approve technical designs, configurations, and customizations
- Mentor developers, administrators, and consultants on TSOM architecture and standards
- Conduct technical workshops and design sessions with stakeholders

AIOps & Observability

- Design and implement AIOps-driven event correlation and noise reduction
- Enable proactive operations through anomaly detection and predictive insights
- Optimize operational workflows using event rules, alerts, and automations

Governance & Optimization

- Define TSOM governance, standards, and architectural guardrails
- Drive performance optimization, stability, and scalability of ServiceNow platform
- Ensure alignment with ServiceNow best practices and upgrade strategies

Stakeholder & Client Engagement

- Partner with IT leadership, operations teams, and business stakeholders
- Translate business requirements into technical solutions
- Support presales activities including solution design, estimations, and proposals

Required Skills & Qualifications

ServiceNow Expertise

- 8+ years of handson experience with ServiceNow ITOM / TSOM
- Strong expertise in:
- ITOM Discovery
- Service Mapping
- Event Management




- Operational Intelligence
- CMDB architecture & data modeling

- Experience with ServiceNow scripting (JavaScript, Glide APIs)

IT Operations & Monitoring

- Strong understanding of:
- ITSM, ITOM, and IT Operations processes
- Enterprise monitoring and observability architectures
- Hybrid infrastructure, cloud, containers, and microservices

- Experience integrating ServiceNow with leading monitoring tools

Architecture & Design

- Proven experience as Architect / Lead Consultant on largescale ServiceNow programs
- Deep understanding of:
- Distributed systems
- Network, server, storage, and cloud technologies

- Strong documentation and design skills (HLDs, LLDs, architecture diagrams)

Soft Skills

- Excellent communication and stakeholder management skills
- Ability to influence senior leadership and technical teams
- Strong problemsolving and analytical mindset

Requirements

Certifications (Preferred / Mandatory)

- ServiceNow Certified Implementation Specialist ITOM (Highly Preferred)
- ServiceNow Certified Technical Architect (CTA) Preferred
- ITIL v3 or ITIL 4 certification
- Cloud certifications (AWS / Azure / GCP) Preferred

Nice to Have

- Experience with ServiceNow Cloud Observability
- Exposure to DevOps and SRE practices
- Experience in large transformation or CMDB remediation programs
- Presales and proposal solutioning experience

What We Offer

- Opportunity to architect enterprisescale TSOM transformations
- Work with cuttingedge observability and AIOps technologies
- Leadership role in highimpact digital transformation programs

📌 ServiceNow Technical Architect (Karnataka)
🏢 Prodapt Solutions
📍 Karnataka