ServiceNow Architect - IT Operations Management (ITOM)

This is a remote position.

ServiceNow Architect - IT Operations Management (ITOM)

• Start Date: ASAP
  
• Duration: Contract-to-Hire (TBD)
  
• Daily Working Hours: Full-Time
  
• Travel: TBD
  
• Work authorization: Must be eligible to work in the U.S. without company sponsorship
  
• No Third Parties Please
  

Project Scope

Position Summary The Enterprise Architect II will serve as the primary technical expert responsible for ServiceNow ITOM architecture, discovery configuration, and CMDB data quality across a large-scale healthcare IT environment. This individual will work closely with DTS teams, business users, and vendor partners to provide technical and strategic direction, resolve complex integration challenges, and ensure operational visibility across infrastructure and cloud platforms. The ideal candidate brings deep ServiceNow ITOM expertise, strong enterprise infrastructure knowledge, and the ability to translate complex technical solutions into actionable business outcomes.

Key Responsibilities

• Serve as the technical expert for ServiceNow ITOM capabilities including Discovery, Service Mapping, Event Management, Certificate Management, and CMDB integration.
  
• Configure, tune, and troubleshoot ServiceNow Discovery including MID Server configuration, credential management, patterns, probes and sensors, and discovery error resolution.
  
• Maintain CMDB integrity through identification and reconciliation rules, data normalization, relationship mapping, and alignment with CMDB governance and ITIL best practices.
  
• Discover and manage cloud resources across AWS, Azure, or GCP including cloud-native services, dynamic infrastructure, and integration of cloud assets into the ServiceNow CMDB.
  
• Design and implement automation using ServiceNow workflows, Flow Designer, APIs, and integrations with monitoring and infrastructure tools.
  
• Develop strategic and tactical project plans, feasibility analyses, and recommendations for management and business units.
  
• Perform systems performance analysis and root cause analysis of production incidents, including participation in 24/7 coverage as needed.
  
• Function as a vendor liaison, evaluating and selecting appropriate products to meet business and strategic goals.
  
• Provide capacity planning, performance tuning recommendations, and guidance on consolidation of existing hardware and software applications.
  
• Educate team members on technology trends and investigate emerging technologies aligned with organizational strategy.
  
• Translate complex technical solutions into non-technical requirements documents for business stakeholders.
  

Qualifications

• 5+ years of experience in at least two IT disciplines within a client/server or service-oriented architecture environment including technical architecture, network design, application development, middleware, servers and storage, or database management.
  
• Deep experience implementing and administering ServiceNow ITOM capabilities including Discovery and CMDB integration.
  
• Strong understanding of enterprise infrastructure components including servers, networks, cloud platforms, containers, and applications.
  
• Strong understanding of network architecture, SOA, object-oriented analysis and design, and application development methodologies.
  
• Proven ability to manage competing priorities with minimal supervision.
  
• Exceptional interpersonal skills including teamwork, facilitation, and negotiation.
  
• Must be eligible to work in the U.S. without sponsorship.
  

Preferred Qualifications

• Bachelor's degree in Computer Science, Systems Analysis, or a related field.
  
• Experience with cloud discovery and management across AWS, Azure, or GCP.
  
• Background supporting enterprise infrastructure in a healthcare or similarly complex environment.
  
• Experience managing or coordinating small technical teams.
  
• Familiarity with ITIL best practices and CMDB governance frameworks.
  
• ServiceNow certifications in ITOM or related modules.
  

Ideal Candidate Profile

• Deep ServiceNow ITOM expert who can independently lead discovery architecture and CMDB governance initiatives.
  
• Strong communicator who can bridge the gap between complex technical solutions and non-technical business stakeholders.
  
• Strategic thinker who can develop long-term roadmaps while staying engaged at the operational level.
  
• Collaborative team player who works effectively with technical teams, business users, and vendor partners.
  
• Brings technical depth, professionalism, and accountability to every engagement.
  

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