SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
ServiceNow is seeking an ITOM Solution Architect to design and lead technical delivery of ServiceNow ITOM solutions as the company transitions from a workflow platform with AI features to an AI platform where agents do the work. This role owns the critical problem of ensuring operational data can be trusted—the foundation upon which autonomous IT depends.
You will architect the data foundation for ITOM, owning Discovery, Service Graph Connectors, Agent Client Collector, CMDB/CSDM design, IRE and reconciliation, and Service Mapping strategy. You'll design data foundations to be AI-ready and trustworthy, and create sustainable data population architectures including MID Server and collection topologies that work within real enterprise network and security constraints.
You will design the event intelligence and observability layer, architecting ITOM Health and Service Observability with SLO-based Service Reliability Management as a unified signal-to-service model. This includes integrating existing monitoring estates (Dynatrace, Datadog, SolarWinds, Splunk) and defining operational success metrics: noise reduction, alert-to-CI coverage, MTTR, and service health accuracy.
You will design and govern the agentic layer, determining where ServiceNow Otto and AI agents fit operationally—including alert triage, CMDB issue detection and correction, and autonomous SLO creation. You'll build custom agentic workflows in AI Agent Studio where out-of-box coverage stops, and establish guardrails before automation, especially in regulated environments.
In an advisory and leadership capacity, you will give honest current-state assessments, including telling customers when they are not ready for their requested use case. You'll translate architecture into business outcomes for CIOs and infrastructure leaders (risk, cost, toil avoided), flag integration/data-quality/scalability risks early, keep architecture consistent across engagement managers and technical consultants, support pre-sales scoping with realistic effort and sequencing, contribute reusable IP to the practice, mentor consultants toward architect capability, and advise on release cadence and upgrade sequencing.
This role shapes the architecture of multi-million-dollar transformation programs from initial design conversations and works on the foundational problem determining whether autonomous IT actually works: trustworthy operational data. You'll join a practice that invests in architect development and values honest delivery over optimistic scoping.
**Requirements:**
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, with judgment about where it helps and where it does not
- Infrastructure and cloud fluency: hybrid and multi-cloud architecture, containers and Kubernetes, network and security constraints affecting discovery and monitoring
- Integration fluency: REST, MID Server architecture, credential and certificate handling, event and telemetry ingestion patterns
- Executive presence with ability to hold a design position under challenge and explain it without jargon
- 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; current experience with Now Assist, ServiceNow Otto, and AI Agents
