ServiceNow Technical Architect - IT Operations Management Lead

Accenture India Private Limited; Bengaluru; On-site; INR 4,200,000 - 6,600,000; Full time

Job summary

Accenture India Private Limited seeks an experienced ServiceNow Technical Architect to lead architecture, design, and implementation of enterprise ServiceNow solutions, with a primary focus on CMDB, ITOM, Discovery, and ATF. You will define platform architecture, establish governance and best practices, ensure CMDB health, and guide teams through large-scale modernization initiatives.

The role requires extensive senior-level expertise across end-to-end ServiceNow solutions, including

Qualifications

• Must have 15 years of full-time education.
• Extensive hands-on experience with ServiceNow ITOM/ITSM and CMDB architecture.
• Proven ability to define platform architecture and governance for enterprise-scale ServiceNow deployments.

Responsibilities

• Define the overall ServiceNow technical architecture and implementation roadmap.
• Design scalable, secure, and high-performing ServiceNow solutions aligned with enterprise architecture.
• Lead solution design workshops with business and technical stakeholders.
• Produce architecture documents, solution designs, and technical specifications.
• Ensure adherence to ServiceNow best practices and platform governance.
• Drive CMDB design, IRE usage, and CMDB health improvements.
• Architect ITOM, Discovery, and integration patterns for on-premises and cloud.
• Lead and mentor teams across globally distributed delivery.

Skills

ServiceNow ITOM

ServiceNow ITSM

CMDB

ITOM

Platform governance

JavaScript (Glide API)

ATF

CI Modeling

CSDM

Architecture leadership

Education

15 years full time education

Tools

REST

SOAP

IntegrationHub

MID Server

Discovery

Cloud Discovery Orchestration

Jenkins

Job description

Custom Software Engineering Lead Project Role : Custom Software Engineering Lead Project Role Description : Own the technical direction and architecture of custom software solutions, leading teams through design and delivery. Set development standards and ensure code quality, scalability, and performance aligned to business objectives. Must have skills : ServiceNow IT Operations Management (ITOM), ServiceNow IT Service Management (ITSM) Good to have skills : NA Minimum 15 year(s) of experience is required Educational Qualification : 15 years full time education Project Role Description : Lead the development of complex solutions across multi-tower and/or multi- service transformational opportunities. Architect end-to-end integrated solutions leveraging the best mix of offerings, assets, and capabilities to maximize value for the client and Accenture. Ensure alignment of solution to client s organization goals. Must have skills : ServiceNow IT Operations Management (ITOM) Good to have skills : ServiceNow IT Service Management (ITSM) Minimum 12 year(s) of experience is required Educational Qualification : 15 years full time education

Job Summary

We are looking for an experienced ServiceNow Technical Architect to lead the architecture, design, and implementation of enterprise ServiceNow solutions, with a primary focus on Configuration Management Database (CMDB), IT Operations Management (ITOM), Discovery, and the Automated Test Framework (ATF). The ideal candidate will define platform architecture, establish governance and best practices, ensure CMDB health, design scalable integrations, and guide technical teams through enterprise implementations and platform modernization initiatives.

Key Responsibilities

• Architecture & Solution Design Define the overall ServiceNow technical architecture and implementation roadmap. Design scalable, secure, and high-performing ServiceNow solutions aligned with enterprise architecture. Lead solution design workshops with business and technical stakeholders. Produce architecture documents, solution designs, and technical specifications. Ensure adherence to ServiceNow best practices and platform governance.
• CMDB Design and govern enterprise CMDB architecture. Define CI classes, relationships, identification rules, and reconciliation strategies. Implement and optimize the Identification and Reconciliation Engine (IRE). Establish CMDB governance, lifecycle management, and data quality processes. Drive adoption of the Common Service Data Model (CSDM). Monitor and improve CMDB health, completeness, correctness, and compliance.
• ITOM Architect and implement ITOM capabilities including: Discovery Service Mapping Event Management Operational Intelligence Cloud Discovery Orchestration Define infrastructure monitoring and event correlation strategies. Optimize ITOM performance and scalability.
• Discovery Design Discovery architecture across on-premises and cloud environments. Configure and optimize MID Server deployments. Develop and maintain Discovery schedules, patterns, probes, and sensors. Troubleshoot Discovery issues and improve coverage and accuracy. Integrate Discovery with enterprise infrastructure tools.
• ATF (Automated Test Framework) Define enterprise testing strategies using ATF. Establish reusable automated test suites for regression testing. Integrate ATF into CI/CD and release pipelines. Drive quality assurance and release validation through automation.
• Platform Architecture Define platform standards, reusable components, and coding guidelines. Review customizations to minimize technical debt. Lead platform upgrades and release planning. Ensure high availability, performance, and scalability.
• Integration Architect integrations using: REST APIs SOAP APIs IntegrationHub MID Server Import Sets Transform Maps Design secure integration patterns with enterprise systems such as monitoring tools, cloud platforms, directory services, and asset management solutions.
• Leadership Mentor developers, administrators, and technical leads. Conduct architecture reviews and code reviews. Provide technical guidance throughout project delivery. Collaborate with enterprise architects, infrastructure teams, and business stakeholders.

Required Technical Skills

• ServiceNow Platform
• Advanced scripting (JavaScript, Glide API)
• Business Rules
• Script Includes
• Flow Designer
• IntegrationHub
• Scoped Applications
• Service Catalog
• ACLs
• UI Policies
• UI Actions
• CMDB
• CMDB Architecture
• CI Modeling
• CSDM
• IRE
• Reconciliation Rules
• Data Certification
• CMDB Health Dashboard
• ITOM
• Discovery
• Service Mapping
• Event Management
• Operational Intelligence
• Cloud Discovery Orchestration
• MID Server
• Discovery
• Discovery Patterns
• Probes & Sensors
• Credentials Management
• Schedule Design
• Troubleshooting and Optimization
• Testing
• Automated Test Framework (ATF)
• Regression Testing
• Test Automation
• Release Validation
• Integration
• REST
• SOAP
• IntegrationHub
• LDAP
• SCCM
• Microsoft Intune
• VMware
• AWS
• Azure
• GCP
• DevOps
• Git
• Jenkins
• CI/CD Pipelines
• Update Sets
• Source Control Integration

Preferred Certifications

• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Application Developer (CAD)
• ServiceNow Certified Technical Architect (CTA) (highly preferred, if achieved)
• Certified Implementation Specialist – Discovery
• Certified Implementation Specialist – Service Mapping
• ITIL Foundation or ITIL 4 Managing Professional

Soft Skills

• Strong architecture and solution design expertise
• Excellent stakeholder management and communication
• Leadership and mentoring capabilities
• Strategic thinking and problem-solving
• Experience leading globally distributed teams
• Ability to influence technical direction and governance

Key Deliverables

• Enterprise ServiceNow architecture and roadmap
• CMDB governance framework
• ITOM and Discovery solution architecture
• Automated testing strategy using ATF
• Integration architecture and security design
• Technical standards and reusable design patterns
• Performance optimization recommendations
• Architecture documentation and review artifacts

Nice to Have

• Service Operations Workspace implementation
• IT Asset Management (ITAM)
• Software Asset Management Professional (SAM Pro)
• Hardware Asset Management (HAM Pro)
• Cloud management and automation
• AI-powered ServiceNow capabilities (such as predictive intelligence and virtual agent integrations)
• Experience with large-scale enterprise ServiceNow transformations

Additional Information:

• The candidate should have minimum 12 years of experience in ServiceNow IT Operations Management (ITOM).
• This position is based at our Pune office.
• A 15 years full time education is required.