ServiceNow Solution Architect, IT Operations; ITSM​/ITOM

Service Now Solution Architect, IT Operations (ITSM/ITOM)

Edison, NJ | Onsite | Full-time

Our client, a global technology and consulting leader, seeks a Service Now Solution Architect to own the end-to-end architecture, governance, and evolution of an enterprise IT Operations platform spanning ITSM, ITOM, CMDB and service modeling, observability integrations, and Now Assist (GenAI).

In this role, Service Now serves as the system of record and execution control plane for IT Operations. You will design solutions that enable service-aware operations, faster incident recovery, fewer outages, higher change success rates, and AI-assisted productivity, all while safeguarding platform scalability, security, compliance, and upgradeability. This is a customer-facing architecture role: you will defend designs in front of senior stakeholders, lead RFP solutioning, and direct distributed solution and delivery teams.

• 15+ years in IT Operations, ITSM, or platform/enterprise architecture
• 10+ years of enterprise Service Now experience across ITSM, ITOM, and CMDB
• Deep understanding of major incident management, change risk, problem prevention, and service reliability
• Proven experience integrating observability platforms with Service Now workflows
• Hands‑on experience designing and rolling out Now Assist and GenAI-enabled workflows, including conversational AI integrated with automation
• Executive‑level communication with a strong governance and design authority mindset
• Ability to articulate AI solution value to both operations teams and leadership

Required certifications (at least one):
Service Now CSA, CIS-ITSM, CIS-ITOM, or ITIL v4. AIOps and GenAI enablement experience strongly preferred.

If you are an architect who wants to shape how a large enterprise runs IT Operations on Service Now, including its next generation of AI‑assisted workflows, apply now or reach out to us at Claddagh Resources to learn more.