Job Description
Lead the architecture, design, and implementation of enterprise-scale
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ServiceNow ITOM solutions, including Discovery, Service Mapping, Event
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Management, Cloud Discovery, AIOps, and CMDB.
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Collaborate with business stakeholders, infrastructure teams, cloud teams,
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network teams, application owners, and operations leaders to define the ITOM
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roadmap and target-state architecture.
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Conduct architecture workshops to understand current-state processes,
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technology landscape, operational challenges, and future business requirements.
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Define and maintain the CMDB architecture, including CI classes, data models,
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relationship frameworks, identification and reconciliation rules (IRE), governance
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standards, and alignment with Common Service Data Model (CSDM).
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Design scalable and sustainable ITOM solutions that support digital
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transformation, operational resilience, and service visibility across hybrid
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Provide architectural guidance for Discovery and Service Mapping
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implementations across on-premises, cloud, containerized, and multi-cloud
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infrastructures.
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Establish architecture standards, design principles, and governance models for
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ServiceNow ITOM deployments and integrations.
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Define enterprise integration architecture between ServiceNow and monitoring,
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observability, and management tools such as Splunk, SolarWinds, Dynatrace,
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AppDynamics, Azure Monitor, AWS CloudWatch, LogicMonitor, and other
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third-party platforms.
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Drive Event Management and AIOps strategy, including event ingestion,
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normalization, correlation, alert intelligence, noise reduction, root cause analysis,
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and automated remediation frameworks.
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Partner with Enterprise Architects and Platform Architects to ensure alignment
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with broader IT, cloud, security, and operational strategies.
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Review and approve technical designs, data models, integration patterns, and
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implementation approaches to ensure adherence to architecture standards and
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best practices.
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Provide leadership in complex technical discussions, solution design reviews,
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risk assessments, and architecture governance forums.
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Define automation opportunities leveraging ServiceNow workflows, orchestration,
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integration technologies, and AI-driven operations capabilities.
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Lead platform scalability, performance, security, and operational readiness
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assessments for ITOM implementations.
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standards, and continuous improvement initiatives.
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Mentor solution architects, business analysts, developers, and implementation
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teams on ITOM architecture best practices.
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Support program planning, estimation, architecture documentation, and
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stakeholder presentations for executive and technical audiences.
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Provide strategic recommendations to improve infrastructure visibility, service
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mapping accuracy, operational efficiency, and IT service health monitoring.
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📌 Servicenow Itom Architect (Victoria)
🏢 Ampstek
📍 Victoria