SNow Architect - ITOM or ITAM modules implementation exp.

ServiceNow ITOM Solution Architect

Summary

Hands On ServiceNow ITOM Solution Architect to architect, design, document, and drive enterprise wide ITOM solutions within a heavily customized ServiceNow environment.

The architect must be able to translate business and technical requirements into evaluated solution options, architecture decisions, detailed designs, technical stories, implementation guidance, and production outcomes.

The architect must be able to participate in platform road mapping and architecture governance, while hands on to configure solutions, review code, troubleshoot technical issues, guide developers, and support testing and deployment.

Roles & Responsibilities

1. Requirements Analysis and Solution Ownership

- Lead technical discovery sessions with business stakeholders, Product Owners, Business Analysts, Service Owners, infrastructure teams, developers, and Service Integration Partners.
- Analyze, challenge, clarify, and refine requirements to identify the underlying business need, technical constraints, dependencies, risks, and expected outcomes.
- Own requirements from initial discovery through architecture, implementation, testing, release, and production outcome validation.
- Evaluate the impact of proposed solutions across the broader ServiceNow ecosystem, including data, integrations, security, performance, customizations, CSDM, and ownstream applications.

1. Solution Options and Architecture Decisions

- Develop multiple viable solution options rather than selecting the first technically possible approach.
- Compare OOB configuration, platform extension, custom development, IntegrationHub, middleware, and external-platform approaches.
- Perform cost-benefit and trade-off analysis covering Business value, Implementation effort, Licensing impact, Technical complexity, Security and compliance, Performance and scalability, Upgradeability, Supportability, Technical debt and Operational risk
- Recommend and defend the preferred solution using clear technical and business rationale.
- Present solution options and recommendations to architecture-review forums and participate actively in architecture governance and SAC reviews.
- Create and maintain Architecture Decision Records, assumptions, constraints, risks, dependencies, and architecture exceptions.

1. ITOM Architecture and Technical Design

- Architect enterprise-wide ServiceNow ITOM solutions covering:
- Discovery and Cloud Discovery
- MID Server architecture
- CMDB and IRE
- CSDM and service modeling
- Service Mapping
- Event Management
- Service Operations Workspace
- ITOM AIOps and Alert Intelligence
- Monitoring and observability integrations
- Service Graph integrations
- Automated remediation
- Define current state, transition state, and target state architecture for on-premises, cloud, hybrid, containerized, segmented, and restricted environments.
- Design secure, scalable, and highly available MID Server topology based on workload, network zones, geographic distribution, protocols, security boundaries, integration demand, and recovery requirements.
- Define enterprise CMDB architecture, including:
- CI-class hierarchy
- Identification Rules
- Reconciliation Rules
- Source-native identifiers
- Attribute-level source ownership
- CI lifecycle policies
- Relationship governance
- CMDB Health and certification
- Application Services and service ownership
- Ensure authorized CMDB sources use IRE and approved ingestion patterns. Prevent uncontrolled direct CI creation or updates.
- Architect Service Mapping solutions that support service health, Event correlation, Change impact, Major Incident response, Problem investigation, and operational reporting.
- Design Event Management solutions for event normalization, message keys, open and clear event correlation, CI binding, alert deduplication, topology-based grouping, maintenance suppression, flapping control, and idempotent Incident creation.

1. Hands-On Technical Execution

- Personally configure, develop, test, review, and troubleshoot ServiceNow components, including:
- Discovery schedules and behaviors
- MID Server capabilities and selection
- Credentials and IP ranges
- Custom Discovery Patterns
- Service Mapping patterns and entry points
- Identification and Reconciliation Rules
- Event Rules and alert-management logic
- Script Includes and Business Rules
- Flow Designer flows, subflows, and custom actions
- Scripted REST APIs
- IntegrationHub actions and spokes
- Transform Maps and scripts
- Scheduled jobs and controlled remediation scripts
- Conduct independent technical research using ServiceNow documentation, product capabilities, technical references, prototypes, and platform testing.
- Translate research findings into practical, production-ready recommendations.
- Troubleshoot complex issues using ECC Queue, MID Server logs, Discovery logs, Pattern Debugger, IRE details, Flow contexts, Event Queue, Import Set history, transaction logs, audit history, and Script Tracer.

1. Technical Documentation and Story Creation

- Personally create and maintain Solution-option assessments, Cost-benefit analysis, Architecture diagrams, Detailed solution designs, Data and service models, Integration sequence diagrams, Security designs, NFR specifications, Technical research documents, Architecture Decision Records, Operational and support designs
- Convert approved designs into development-ready technical stories.
- Define stories with Technical objective, Components and tables, Input and output contracts, Processing logic, Security requirements, Error and retry behavior, Performance expectations, Dependencies, Acceptance criteria, Negative scenarios, Testing requirements, Definition of done.
- Maintain traceability from business requirement through architecture decision, technical story, implementation, test evidence, and production outcome.

1. Developer Partnership and Technical Leadership

- Work directly with developers throughout implementation.
- Explain design intent, address technical questions, review implementation approaches, and resolve design ambiguities.
- Review complex code, configurations, integrations, data models, and Flow Designer solutions for architecture conformance.
- Challenge insecure, inefficient, tightly coupled, overly customized, or upgrade-risk designs.
- Coach developers on ServiceNow architecture patterns, custom-development standards, performance, security, integration resilience, and ITOM best practices.
- Promote bi-directional knowledge sharing by mentoring engineers and incorporating implementation feedback into architecture decisions.
- Lead through technical credibility and influence, without direct people-management authority.

1. Testing, Release, and Production Support

- Define architecture-level test requirements covering functional, integration, security, negative, performance, volume, concurrency, failover, recovery, and upgrade scenarios.
- Partner with developers and testers to ensure the implemented solution reflects the approved design and intended business outcome.
- Support release readiness, cutover planning, production deployment, hypercare, technical troubleshooting, and root-cause analysis.
- Validate that delivered solutions meet accepted NFRs, security expectations, operational requirements, and business outcomes.
- Update architecture artifacts and technical-debt records following implementation changes or production learnings.

1. Platform Strategy and Governance

- Contribute to BDs ServiceNow ITOM roadmap, CSDM strategy, platform standards, capability maturity, and technical-debt priorities.
- Evaluate solutions for enterprise-wide impact, including upstream and downstream dependencies, shared data, integrations, custom applications, and long-term platform sustainability.
- Identify capability gaps and recommend incremental platform-evolution strategies.
- Influence architecture direction through evidence, technical knowledge, communication, and consensus building.

Mandatory Skills

- Expert hands-on knowledge of ServiceNow ITOM, including Discovery, MID Server, CMDB, IRE, CSDM, Service Mapping, Event Management, Cloud Discovery, Service Operations Workspace
- Strong expertise in enterprise Discovery architecture, including schedules, behaviors, credentials, IP ranges, MID Server capabilities, ECC Queue, classification, identification, exploration, and custom patterns.
- Advanced CMDB and CSDM knowledge covering CI classes, Application Services, service relationships, source governance, Identification Rules, Reconciliation Rules, CI lifecycle, certification, and data quality.




- Hands-on Event Management experience with normalization, message-key design, CI binding, alert correlation, maintenance suppression, flapping controls, and alert-to-Incident automation.
- Advanced ServiceNow development experience with JavaScript, GlideRecord and GlideAggregate, Script Includes, Business Rules, Flow Designer, Scripted REST APIs, IntegrationHub, Transform Maps, Scheduled and batch processing.
- Strong integration architecture and engineering skills, including OAuth 2.0, Connection and Credential Aliases, API contracts, correlation, idempotency, pagination, rate limiting, retries, backoff, ambiguous-outcome handling, reconciliation, and controlled replay.
- Ability to define measurable NFRs covering performance, scale, availability, security, auditability, recovery, supportability, and upgradeability.
- Strong understanding of architecture patterns, including layered architecture, domain services, strategy, state machines, event-driven processing, Saga and compensation, adapters, circuit breakers, bulkheads, and idempotent consumers.
- Demonstrated ability to create architecture diagrams, technical designs, cost-benefit analysis, decision records, and implementation-ready technical stories.
- Strong requirements-discovery, analytical, research, problem-solving, and technical decision-making skills.
- Excellent written and verbal communication across business, executive, architecture, and engineering audiences.
- Ability to influence technical direction and build alignment without formal authority.
- Ability and willingness to personally configure, develop, review, test, debug, and support the designed solutions.

Good to Have Skills

- ITOM AIOps and Alert Intelligence
- Health Log Analytics
- Metric Intelligence
- Service Observability
- Service Reliability Management
- SLO Management
- Synthetic Monitoring
- Certificate Management
- Service Graph Connectors
- IntegrationHub ETL
- Kubernetes and container visibility
- AWS, Azure, and Google Cloud architecture
- CyberArk or external credential-store integration
- Ansible, PowerShell, or cloud-automation integration
- Manufacturing, laboratory, or medical-device Discovery
- Operational Technology Management
- ServiceNow ATF and Instance Scan
- Source control and CI/CD
- Performance Analytics
- Now Assist or AI-agent integration for IT operations
- Experience in healthcare, life sciences, medical technology, manufacturing, or another regulated environment
- ServiceNow certifications such as CSA, CAD, CIS-Discovery, CIS-Service Mapping, CIS-Event Management, or related ITOM credentials

ServiceNow Experience

- 12+ years of overall IT experience, preferably across infrastructure, cloud, networking, observability, platform engineering, or IT operations.
- 11+ years of hands-on ServiceNow experience involving architecture, solution design, custom development, integrations, testing, release, and production troubleshooting.
- 5+ years of direct hands-on ServiceNow ITOM experience across multiple ITOM capabilities with 5+ ITOM implementations.
- 3+ years as hands-on ITOM Solution Architect, Technical Architect, Principal Engineer, or equivalent senior individual contributor.
- Proven experience taking complex requirements from discovery through solution-option assessment, architecture approval, detailed design, technical stories, developer implementation, testing, and production release.
- Demonstrated personal ownership of:
- Architecture and solution designs
- Cost-benefit and trade-off assessments
- Development-ready technical stories
- Custom Discovery Patterns
- Identification and Reconciliation Rules
- Service Mapping configurations
- Event Rules and alert correlation
- IntegrationHub or REST integrations
- Complex production troubleshooting
- Experience architecting ITOM solutions across large, segmented, multi-cloud, multi-data-center, or regulated enterprise environments.
- Experience with large CMDBs, multiple MID Servers, multiple monitoring sources, high-volume operational data, and business-critical Application Services.
- Experience working in and modernizing a heavily customized ServiceNow instance while preserving production stability and active business processes.
- Experience with at least 2 ServiceNow family upgrades, including impact assessment, skipped-change review, customization remediation, regression testing, cutover, and hypercare.
- Experience collaborating directly with Product Owners, Business Users, Delivery Architects, Service Owners, Enterprise Architects, developers, testers, infrastructure teams, security teams, and operational stakeholders.

OR

ServiceNow ITAM Solution Architect

Summary

Hands On ServiceNow ITAM Solution Architect to architect, design, configure, develop, and support enterprise wide IT Asset Management solutions within a heavily customized ServiceNow environment.

The role requires expert-level Software Asset Management implementation experience and strong hands-on expertise in Hardware Asset Management.

The architect must be able translate business requirements into solution options, cost-benefit assessments, detailed technical designs, architecture artifacts, development-ready stories, implementation guidance, and production outcomes.

Roles & Responsibilities

1. ITAM Solution Architecture

- Own ITAM requirements from discovery and analysis through solution design, implementation, testing, deployment, and production validation.
- Conduct discovery sessions with Asset Management, Software Asset Management, Procurement, Finance, Security, Infrastructure, Legal, Product Owners, Business Analysts, and technical teams.
- Develop and compare multiple solution options using OOB configuration, platform extension, custom development, integrations, and process changes.
- Evaluate solution options based on business value, licensing impact, implementation effort, maintainability, security, scalability, upgradeability, supportability, and technical debt.
- Personally create:
- Solution-option assessments
- Cost-benefit analyses
- Architecture diagrams
- Data and process models
- Detailed technical designs
- Architecture Decision Records
- Integration designs
- Technical stories and acceptance criteria
- NFRs and operational-support designs
- Present and defend recommendations through BDs architecture and solution-review processes.

1. Software Asset Management

- Architect and implement ServiceNow Software Asset Management solutions covering:
- Software discovery and normalization
- Discovery Models and Software Models
- Publisher part numbers
- Software entitlements
- License metrics
- Software installations
- Software suites and suite inference
- License reconciliation
- Compliance position and Effective License Position
- True-up exposure
- Subscription and SaaS license management
- Software usage and reclamation
- Optimization and savings
- Contract and renewal management
- Publisher-specific licensing
- Design and configure reconciliation for major publishers such as Microsoft, Oracle, IBM, Adobe, SAP, VMware, or other enterprise publishers.
- Define entitlement-import, normalization, allocation, consumption, downgrade, upgrade, maintenance, and subscription rules.
- Investigate and resolve:
- Unnormalized software
- Duplicate installations
- Incorrect consumption
- Missing entitlements
- License metric errors
- Reconciliation exceptions
- Incorrect compliance positions
- Virtualization and cluster-consumption issues
- SaaS subscription and usage discrepancies
- Design repeatable processes for audit readiness, publisher true-ups, license optimization, renewal planning, reclamation, and compliance reporting.
- Translate publisher licensing rules into secure, maintainable, and testable ServiceNow designs.

1. Hardware Asset Management

- Architect and implement Hardware Asset Management processes covering:
- Asset request and procurement
- Receiving
- Stockrooms
- Inventory management
- Asset deployment
- Transfer orders
- Consumables
- Asset reservations
- Asset refresh
- Loaner assets
- Asset reclamation
- Retirement and disposal
- Asset attestation and audit
- Warranty and contract association
- Define and govern the Asset-to-CI relationship, including model categories, lifecycle states, synchronization behaviour, ownership,



and authoritative data sources.
- Design stockroom, inventory, transfer, receiving, deployment, return, lost or stolen, retirement, and secure-disposal workflows.
- Resolve duplicate assets, missing serial numbers, invalid lifecycle transitions, Asset-CI mismatches, inventory discrepancies, and ownership conflicts.
- Integrate HAM with procurement, finance, endpoint-management, logistics, warehouse, disposal, and asset-discovery systems.

1. ITAM Data and Integration Architecture

- Define the enterprise ITAM data model, including:
- Hardware and software models
- Model categories
- Assets and CIs
- Entitlements
- Contracts
- Purchase orders
- Stockrooms
- Transfer orders
- Installations
- Usage records
- Allocations
- Cost centers and business entities
- Establish systems of record and authoritative ownership across ServiceNow, procurement, ERP, finance, endpoint-management, CMDB, discovery, vendor, and SaaS platforms.
- Architect secure integrations using REST, SOAP, IntegrationHub, custom spokes, MID Servers, JDBC, enterprise middleware, or file exchange.
- Implement controls for:
- Authentication and authorization
- Correlation and idempotency
- Pagination
- Rate limiting
- Error classification
- Retry and backoff
- Ambiguous outcomes
- Reconciliation
- Transaction monitoring
- Controlled replay
- Design data ingestion for software installations, usage, entitlements, purchase data, contracts, asset inventory, disposal records, and SaaS subscriptions.
- Protect data quality through staging, validation, normalization, quarantine, batch control, reconciliation totals, and restartable processing.

1. Hands-On Development and Engineering

- Personally configure, develop, review, and troubleshoot:
- Script Includes
- Business Rules
- Flow Designer flows and subflows
- Custom Flow Designer actions
- IntegrationHub spokes and actions
- Scripted REST APIs
- Import Sets and Transform Maps
- Scheduled jobs
- Decision Tables
- ACLs
- Controlled Fix Scripts
- Workspace and reporting components
- Follow BD’s custom development practices for separation of concerns, reusable domain services, secure server-side validation, configuration-driven logic, upgrade-safe extensions, and efficient GlideRecord or GlideAggregate usage.
- Design high-volume processing with deterministic batches, checkpoints, concurrency control, idempotency, poison-record isolation, restartability, and reconciliation.
- Review developer implementations for security, performance, maintainability, data integrity, testability, and architecture conformance.
- Partner directly with developers to clarify design intent, answer technical questions, resolve defects, and raise engineering maturity.

1. Testing, Release, and Production Support

- Define test scenarios for functional behavior, publisher reconciliation, entitlement consumption, normalization, Asset-CI synchronization, integrations, security, volume, concurrency, recovery, and upgrades.
- Support SIT, UAT, release readiness, cutover, deployment, hypercare, and production stabilization.
- Troubleshoot data-quality, reconciliation, integration, workflow, performance, and access-control problems using ServiceNow logs and transaction records.
- Confirm that implemented solutions deliver measurable outcomes such as compliance improvement, audit readiness, license optimization, asset accuracy, reduced manual effort, and cost avoidance.
- Contribute to the ITAM roadmap, technical-debt priorities, architecture standards, and capability-maturity plan.

Mandatory Skills

- Expert hands-on implementation experience in ServiceNow Software Asset Management Professional.
- Strong hands-on experience in ServiceNow Hardware Asset Management Professional.
- Expert SAM knowledge covering:
- Software Models and Discovery Models
- Software Entitlements
- License metrics and rights
- Software installations and usage
- Normalization and Content Service
- Software reconciliation
- Compliance and Effective License Position
- License allocation and consumption
- Software reclamation
- Subscription and SaaS optimization
- Publisher packs and publisher-specific licensing
- Contract, renewal, and true-up processes
- Strong HAM knowledge covering:
- Asset lifecycle
- Model categories
- Stockrooms
- Transfer orders
- Receiving and deployment
- Inventory audits
- Consumables
- Reclamation
- Retirement and disposal
- Asset-CI synchronization
- Strong understanding of ITAM integrations with CMDB, Discovery, ITOM, ITSM, Procurement, ERP, Finance, endpoint-management, and security platforms.
- Advanced ServiceNow development expertise in JavaScript, Glide APIs, Script Includes, Business Rules, Flow Designer, IntegrationHub, REST APIs, Transform Maps, scheduled processing, Decision Tables, and ACLs.
- Strong data architecture, data migration, normalization, reconciliation, and high-volume processing experience.
- Ability to interpret complex software-license agreements and convert license rules into ServiceNow configuration and technical designs.
- Solid integration-engineering knowledge covering correlation, idempotency, retry, reconciliation, replay, security, and operational monitoring.
- Ability to create solution options, cost-benefit assessments, architecture diagrams, detailed designs, technical stories, acceptance criteria, and Architecture Decision Records.
- Strong requirements-discovery, independent research, analytical, communication, and stakeholder-alignment skills.
- Ability to work directly with architects, Product Owners, procurement, finance, legal, software owners, developers, testers, and support teams.
- Willingness to remain hands-on with configuration, development, code review, testing, debugging, and production support.

Good to Have Skills

- Publisher-specific depth in Microsoft, Oracle, IBM, SAP, Adobe, VMware, or major SaaS publishers
- SaaS License Management
- Cloud Insights or cloud-cost optimization
- Engineering License Management
- Vendor Management Workspace
- Contract Management
- Procurement Operations
- Enterprise Asset Management
- Service Graph Connectors
- IntegrationHub ETL
- CMDB and CSDM
- ServiceNow Discovery and Software Asset connections
- Microsoft SCCM or MECM, Intune, Jamf, Tanium, ILMT, Flexera, Snow, Qualys, or similar tools
- SAP Ariba, Coupa, Oracle ERP, Workday, or other procurement and finance integrations
- ServiceNow ATF, Instance Scan, source control, and CI/CD
- Performance Analytics and executive ITAM dashboards
- Experience in healthcare, life sciences, medical technology, manufacturing, or another regulated environment
- ServiceNow CSA, CAD, CIS-SAM, CIS-HAM, CIS-Data Foundations, or related certifications

ServiceNow Experience

- 10+ years of overall IT experience, preferably across software licensing, asset management, procurement, finance, infrastructure, compliance, or enterprise platforms.
- 8+ years of hands-on ServiceNow experience in architecture, implementation, custom development, integrations, testing, release, and production support.
- 5+ years of direct ServiceNow ITAM experience, including multiple enterprise implementations.
- Expert-level implementation experience in ServiceNow SAM is mandatory, including at least 2 end-to-end SAM implementations.
- Strong hands-on HAM implementation experience, including lifecycle, inventory, stockroom, procurement, Asset-CI synchronization, reclamation, and disposal processes.
- 3+ years as a hands-on ITAM Solution Architect, Technical Architect, Principal Engineer, or equivalent senior individual contributor.
- Demonstrated personal ownership of:
- SAM solution architecture
- Software-model and entitlement design
- Publisher reconciliation
- License compliance and optimization
- HAM lifecycle architecture
- Asset-CI governance
- ITAM integrations
- Technical stories and design artifacts
- Complex production troubleshooting
- Experience integrating ServiceNow ITAM with discovery, endpoint-management, ERP, procurement, finance, contract, vendor, SaaS, and software-usage data sources.
- Experience handling large asset and software estates, complex organizational entities, multiple publishers, high-volume installation data, and global compliance requirements.
- Experience modernizing ITAM solutions in a heavily customized ServiceNow instance while protecting existing business processes, data integrity, and production stability.
- Experience with at least 2 ServiceNow family upgrades, including impact assessment, skipped-change analysis, SAM or HAM regression, reconciliation validation, cutover, and hypercare.
- Experience collaborating directly with Product Owners, Business Users, Delivery Architects, Service Owners, Enterprise Architects, developers, testers, infrastructure teams, security teams, and operational stakeholders.

📌 ServiceNow Architect (Hyderabad)
🏢 CitiusTech
📍 Hyderabad