ServiceNow TSOM Architect

Overview

We are seeking an experienced ServiceNow TSOM Architect to design and lead enterprise-scale Technology Service Operations Management (TSOM) solutions. The role involves architecting scalable IT Operations frameworks, implementing observability and AIOps capabilities, and driving operational excellence across hybrid and multi-cloud environments.

Responsibilities

• Design and implement end-to-end ServiceNow TSOM architecture aligned with enterprise IT Operations strategy.
• Lead large-scale TSOM deployments across hybrid, cloud, and on‑premise environments.
• Architect solutions using:
  • ITOM Discovery
  • Service Mapping
  • Event Management
  • Operational Intelligence
  • Cloud Observability
  • AIOps
• Define integration frameworks with monitoring and observability platforms.
• Ensure CMDB governance, data accuracy, and service mapping optimization.
• Implement AIOps-driven event correlation, anomaly detection, and operational automation.
• Establish governance standards, architectural best practices, and platform scalability measures.
• Collaborate with business stakeholders, IT leadership, and operations teams.
• Translate business requirements into scalable technical solutions.
• Support solution estimations, technical proposals, and pre‑sales initiatives.

Qualifications

• Strong expertise in ServiceNow TSOM and ITOM architecture.
• Hands‑on experience with:
  • Discovery
  • Service Mapping
  • Event Management
  • Operational Intelligence
  • CMDB
• Experience integrating monitoring tools such as:
  • Splunk
  • Dynatrace
  • AppDynamics
  • Azure Monitor
  • AWS CloudWatch
• Strong understanding of AIOps and observability frameworks.
• Knowledge of hybrid cloud and enterprise infrastructure environments.
• Experience with ServiceNow governance and upgrade strategies.
• Excellent stakeholder management and communication skills.
• Strong analytical and problem‑solving abilities.
• Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field.
• 5+ years of hands‑on ServiceNow ITOM/TSOM architecture experience.

Preferred

• Experience in enterprise digital transformation programs.
• Exposure to cloud‑native observability platforms.
• Familiarity with Agile and ITIL frameworks.
• Pre‑sales and solution consulting experience.
• Knowledge of automation and orchestration tools.
• Experience working within global enterprise environments.

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