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 strong 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 end to end ServiceNow TSOM architecture aligned to enterprise IT Operations strategy

Design scalable and resilient solutions leveraging:

o ITOM Discovery o Service Mapping o Event Management o Operational Intelligence o Cloud Observability o AIOps capabilities

Drive architectural decisions for hybrid, multi cloud, and on prem environments

Implementation & Delivery

Lead and oversee implementation of TSOM solutions across large enterprise landscapes

Define integration patterns with:

o Monitoring tools (Splunk, Dynatrace, AppDynamics, Azure Monitor, AWS CloudWatch, etc.)

o CMDB data sources o Third party 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 pre sales activities including solution design, estimations, and proposals

Required Skills & Qualifications

ServiceNow Expertise

8+ years of hands on experience with ServiceNow ITOM / TSOM

Strong expertise in

o ITOM Discovery o Service Mapping o Event Management o Operational Intelligence o CMDB architecture & data modeling

Experience with ServiceNow scripting (JavaScript, Glide APIs)

IT Operations & Monitoring

Solid understanding of:

o ITSM, ITOM, and IT Operations processes o Enterprise monitoring and observability architectures o Hybrid infrastructure, cloud, containers, and microservices

Experience integrating ServiceNow with leading monitoring tools

Architecture & Design

Proven experience as Architect / Lead Consultant on large scale ServiceNow programs

Deep understanding of:

o Distributed systems o 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 problem solving and analytical mindset

Qualifications:

- 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

Pre sales and proposal solutioning experience

What We Offer

Opportunity to architect enterprise scale TSOM transformations

Work with cutting edge observability and AIOps technologies

Leadership role in high impact digital transformation programs

Collaborate with:

o Architects o Business analysts o Operations teams o Infrastructure teams

Support Agile/Scrum delivery models.

Required Skills & Qualifications

Experience

- 7+ years of IT experience
- 3 to 5 years hands-on experience in ServiceNow development
- Experience working with CMDB, ITOM, TSOM, and TSM modules

Technical Skills

Strong experience with:

- ServiceNow platform development
- JavaScript, Glide APIs
- CMDB architecture & governance
- ServiceNow Discovery & Service Mapping
- Event Management & ITOM modules
- TSOM (Telecom Service Operations Management)
- Telecom Service Management workflows
- REST/SOAP integrations
- MID Server configuration
- Flow Designer & IntegrationHub
- Platform Knowledge
- ServiceNow ITSM
- CMDB data modeling
- ITOM Event Management
- Discovery & Service Mapping
- TSOM network monitoring integrations

Qualifications:

Preferred Qualifications

- ServiceNow Certified System Administrator (CSA)
- ServiceNow Certified Application Developer (CAD)
- ServiceNow ITOM or CMDB certifications
- Experience working in Telecom industry environments
- Knowledge of OSS/BSS integrations
- Experience with Agile / DevOps practices

Soft Skills

- Strong analytical and problem-solving skills
- Excellent communication and stakeholder management
- Ability to lead technical discussions and solution design
- Team mentoring and People Management capabilities

Key Deliverables

- Stable and scalable ServiceNow platform solutions
- High-quality CMDB data with strong CI relationships
- Automated IT operations and event management workflows
- Telecom service operational efficiency improvements
- Well-documented and maintainable codebase

Location: Bengaluru,Chennai,Hyderabad and Pune.

📌 ServiceNow Technical Architect (Bengaluru)
🏢 Shashwath Solution
📍 Bengaluru