ServiceNow ITOM Architect

Key Responsibilities

- Lead the architecture, design, and implementation of enterprise-scale ServiceNow ITOM solutions, including Discovery, Service Mapping, Event Management, Cloud Discovery, AIOps, and CMDB.

- Collaborate with business stakeholders, infrastructure teams, cloud teams, network teams, application owners, and operations leaders to define the ITOM roadmap and target-state architecture.

- Conduct architecture workshops to understand current-state processes, technology landscape, operational challenges, and future business requirements.

- Define and maintain the CMDB architecture, including CI classes, data models, relationship frameworks, identification and reconciliation rules (IRE), governance standards, and alignment with Common Service Data Model (CSDM).

- Design scalable and sustainable ITOM solutions that support digital transformation, operational resilience, and service visibility across hybrid environments.

- Provide architectural guidance for Discovery and Service Mapping implementations across on-premises, cloud, containerized, and multi-cloud infrastructures.

- Establish architecture standards, design principles, and governance models for ServiceNow ITOM deployments and integrations.

- Define enterprise integration architecture between ServiceNow and monitoring, observability, and management tools such as Splunk, SolarWinds, Dynatrace, AppDynamics, Azure Monitor, AWS CloudWatch, LogicMonitor, and other third-party platforms.





- Drive Event Management and AIOps strategy, including event ingestion, normalization, correlation, alert intelligence, noise reduction, root cause analysis, and automated remediation frameworks.

- Partner with Enterprise Architects and Platform Architects to ensure alignment with broader IT, cloud, security, and operational strategies.

- Review and approve technical designs, data models, integration patterns, and implementation approaches to ensure adherence to architecture standards and best practices.

- Provide leadership in complex technical discussions, solution design reviews, risk assessments, and architecture governance forums.

- Define automation opportunities leveraging ServiceNow workflows, orchestration, integration technologies, and AI-driven operations capabilities.

- Lead platform scalability, performance, security, and operational readiness assessments for ITOM implementations.

- Establish CMDB governance frameworks, data quality controls, compliance standards, and continuous improvement initiatives.

- Mentor solution architects, business analysts, developers, and implementation teams on ITOM architecture best practices.

- Support program planning, estimation, architecture documentation, and stakeholder presentations for executive and technical audiences.

- Provide strategic recommendations to improve infrastructure visibility, service mapping accuracy, operational efficiency, and IT service health monitoring.

📌 ServiceNow ITOM Architect (Melbourne)
🏢 Xpt Software Australia
📍 Melbourne