Enterprise - Senior ServiceNow ITOM Architect

Who You’ll Work With As a modern technology company, our Slalom Technologists are disrupting the market and bringing to life the art of the possible for our clients. We have passion for building strategies, solutions, and creative products to help our clients solve their most complex and interesting business problems. We surround our technologists with interesting challenges, innovative minds, and emerging technologies.

Title:

Enterprise - Senior Service Now ITOM Architect What You'll Do:

As a Senior ITOM Architect, you will serve as a subject matter expert and thought leader for Service Now IT Operations Management (ITOM) engagements and pre-sales activities, spanning Discovery, Service Mapping, Event Management, and cloud governance. You will architect, propose, and lead solution delivery based on requirements provided by the Slalom team and clients. Your solutions will be holistic, scalable, and designed with repeatable patterns for maximum productivity.

You will engage confidently with both business and technology stakeholders, demonstrating high business proficiency, professional maturity, and executive presence. Your primary responsibility is solution architecture and delivery leadership, paired with advisory work and presales solutions consulting. You will assess the current-state maturity of client Service Now platforms, shape and recommend a future state, run gap analysis, build multi-phase roadmaps, and estimate the level of effort required to move clients from where they are to where they want to be.

Your advisory focus is ITOM, with the flexibility to advise across peripheral areas of the platform. That said, this is also a techno-functional role. You bring enough process depth to cover for the business process consultant when an engagement calls for it, and enough commercial judgment to support engagement management periodically on scope, estimation, staffing, and delivery planning.
* Lead Service Now ITOM implementation workshops to deliver business process designs, technical requirements, user stories, and solution artifacts
* Architect end-to-end ITOM solutions including infrastructure and cloud discovery, service mapping, event and alert correlation, health log analytics, proactive incident avoidance, and CMDB identification and reconciliation
* Develop comprehensive solution design documents and roadmaps from complex infrastructure, discovery, monitoring, and data quality requirements
* Partner with clients using a future-focused mindset to understand their infrastructure estate, hybrid and multi-cloud footprint, monitoring tool sprawl, and availability goals, aligning Service Now capabilities to measurable improvements in service uptime and alert noise reduction
* Lead and participate in design workshops, development, testing, deployment, and organizational change activities across enterprise and public sector accounts
* Architect ITOM operating models, CMDB data governance frameworks, discovery and data source precedence strategies, event correlation and noise reduction methodologies, and service mapping approaches
* Ensure quality delivery of ITOM solutions leveraging Service Now best practices, platform standards, and proven implementation patterns
* Advise executive stakeholders on service availability posture, monitoring tool rationalization, CMDB data quality, automation opportunities, and IT operations maturity
* Flex into business process consultant work on an as-needed basis, running discovery and design sessions, eliciting requirements, and writing epics, user stories, and acceptance criteria when an engagement calls for it
* Support engagement management periodically, contributing to scope definition, estimation, staffing plans, risk and dependency management, and delivery planning alongside the engagement lead
* Mentor teammates on ITOM platform best practices including Discovery patterns and MID Server design, Service Mapping, Event Management and alert rules, CMDB identification and reconciliation, and integration architecture
* Conduct current-state maturity assessments of client Service Now platforms, benchmarking ITOM capability, CMDB health, process adoption, and technical debt against leading practice
* Define and recommend future-state platform architectures and ITOM target operating models, then run structured gap analysis between current and future state
* Build phased transformation roadmaps that sequence ITOM capability delivery against client priorities, dependencies, risk…