AI-Driven ITOM Architect: Data Foundations & Observability

SmartRecruiters, Inc.; Dallas (TX); Remote; USD 140,000 - 190,000; Full time

Job summary

ServiceNow is seeking an ITOM Solution Architect to lead technical delivery of ITOM across CMDB and Service Mapping, with a focus on AI-enabled observability. The role blends deep technical design with executive advisory, delivering evidence-based assessments and guiding customers toward trusted operational data.

The ideal candidate will architect data foundations, event intelligence, and the agentic layer, while shaping multi-million-dollar transformation programs and mentoring delivery teams

Qualifications

• Substantial ServiceNow ITOM delivery experience at architect or lead level on large programs.
• Deep CMDB/CSDM, IRE, reconciliation design, and Discovery pattern design.
• Fluency in ITOM Visibility and ITOM Health, including enterprise-scale Event Management design.
• Experience applying AI to operational work with sound judgement.
• Hybrid and multi-cloud architecture, containers and Kubernetes, and related security constraints.
• REST, MID Server architecture, credential handling, and event ingestion patterns.
• Executive presence with ability to articulate design to CIOs and leaders across teams.

Responsibilities

• Architect data foundation for ITOM: Discovery, Service Graph Connectors, Agent Client Collector, CMDB/CSDM design, IRE and reconciliation, Service Mapping strategy.
• Design AI-ready data populations and trustworthy foundations.
• Define operational success metrics: noise reduction, alert coverage, MTTR, service health accuracy.
• Design and govern agentic layer with AI agents, including guardrails before automation.
• Support pre-sales scoping with realistic effort estimates and sequencing.
• Mentor consultants toward architect capability and contribute reusable IP.

Skills

ServiceNow ITOM

CMDB architecture

Discovery pattern design

ITOM Health

Event Management

AI in operations

Hybrid cloud

Kubernetes

REST integration

Executive presence

Tools

MID Server

Service Graph Connectors

AI Agent Studio

Job description

ServiceNow is seeking an ITOM Solution Architect to lead technical delivery of ITOM across CMDB and Service Mapping, with a focus on AI-enabled observability. The role blends deep technical design with executive advisory, delivering evidence-based assessments and guiding customers toward trusted operational data.

The ideal candidate will architect data foundations, event intelligence, and the agentic layer, while shaping multi-million-dollar transformation programs and mentoring delivery teams