ServiceNow Tools Architect

Client is looking for Service Now Tools Architect

• Be the primary point of contat for all AIOPs & Automation related discussions
• Identify new business opportunities related to AIOPs automation & Tools
• Define and drive the AIOps and automation roadmap/strategy aligned with business goals.
• Collaborate with senior stakeholders to prioritize automation & AIOPs initiatives and ensure alignment with enterprise architecture.
• Evaluate and recommend appropriate tools, platforms, and frameworks for AIOps and Automation
• Technical Implementation
• Oversee the analysis and identification of automation opportunities
• Drive development & deployment of automation scripts/workflows
• Lead the analysis, recommendation and deployment of AIOps solutions (e.g., anomaly detection, predictive analytics, root cause analysis).
• Integrate AIOps platforms with existing ITSM, monitoring, and observability tools.
  
  - Document recommendations & lead as required
• Architect and maintain a governed CMDB aligned with CSDM best practices
• Ensure accurate service mapping and CI relationships to support impact analysis and change risk predictions
• CMDB health remediation efforts including completeness, staleness, and orphaned records
• Data & Analytics
• Ensure effective data ingestion, normalization, and correlation from multiple sources (logs, metrics, events).
• Work with CG & LPL teams to Fine-tune Event Thresholds
• Monitor performance of AIOps models and continuously improve accuracy and relevance.
• Weekly & Monthly Performance Tracking

• Conduct training and enablement sessions to build automation capabilities across teams.
• Collaborate with Teams in implementation & driving AIOPs & Automation
• Governance & Compliance
• Define and enforce governance policies for automation and AI usage.
• Ensure security, compliance, and auditability of automated processes.
• Track KPIs and ROI of AIOps and automation initiatives.

• 7+ years of experience in ITOM architecture, preferably with Service Now.
• Deep expertise in CMDB, Discovery, Service Mapping, Event Management, and CSDM
• Hands-on experience with Dynatrace, Solar Winds, Alert Site, and other observability platforms
• Strong understanding of ITIL, ITSM, and Change Management processes.
• Certified in one or more areas of Service Now/Observability Tools

Dynatrace
-Application & infrastructure monitoring, anomaly detection

Solar Winds Orion/DPA
-Network & database performance monitoring

Alert Site - Synthetic monitoring

Service Now ITOM - Discovery, orchestration, event management

CMDB & CSDM - Configuration and service data governance

LiveNX, ELK, Cloud Watch - Supplemental observability tools?