Job Description

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- Lead the architecture, design, and implementation of enterprise-scale ServiceNow ITOM solutions, including Discovery, Service Mapping, Event Management, Cloud Discovery, AIOps, and CMDB.
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- Collaborate with business stakeholders, infrastructure teams, cloud teams, network teams, application owners, and operations leaders to define the ITOM roadmap and target-state architecture.
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- Conduct architecture workshops to understand current-state processes, technology landscape, operational challenges, and future business requirements.
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- 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).
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- Design scalable and sustainable ITOM solutions that support digital transformation, operational resilience, and service visibility across hybrid environments.
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- Provide architectural guidance for Discovery and Service Mapping implementations across on-premises, cloud, containerized, and multi-cloud infrastructures.
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- Establish architecture standards, design principles, and governance models for ServiceNow ITOM deployments and integrations.
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- 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.
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- Drive Event Management and AIOps strategy,



including event ingestion, normalization, correlation, alert intelligence, noise reduction, root cause analysis, and automated remediation frameworks.
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- Partner with Enterprise Architects and Platform Architects to ensure alignment with broader IT, cloud, security, and operational strategies.
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- Review and approve technical designs, data models, integration patterns, and implementation approaches to ensure adherence to architecture standards and best practices.
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- Provide leadership in complex technical discussions, solution design reviews, risk assessments, and architecture governance forums.
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- Define automation opportunities leveraging ServiceNow workflows, orchestration, integration technologies, and AI-driven operations capabilities.
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- Lead platform scalability, performance, security, and operational readiness assessments for ITOM implementations.
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- Establish CMDB governance frameworks, data quality controls, compliance standards, and continuous improvement initiatives.
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- Mentor solution architects, business analysts, developers, and implementation teams on ITOM architecture best practices.
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- Support program planning, estimation, architecture documentation, and stakeholder presentations for executive and technical audiences.
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- Provide strategic recommendations to improve infrastructure visibility, service mapping accuracy, operational efficiency, and IT service health monitoring.
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📌 ServiceNow ITOM Architect (Victoria)
🏢 XPT Software
📍 Victoria