We are seeking a highly skilled Offshore ServiceNow ITOM Architect for a short-term (8-week) implementation engagement. This role is focused on rapidly delivering core ITOM capabilities, including service modeling, service mapping, and event management, while establishing a strong architectural foundation aligned with CSDM best practices.
This is a hands-on delivery role with a clear focus on speed, quality, and measurable outcomes.
Key Responsibilities
- Define and implement CSDM-aligned service modeling standards, including ownership and SLA structures
- Lead creation of 15–20 business and application services within the CMDB
- Architect and enable event ingestion from observability tools (e.g., Dynatrace or similar)
- Design and tune event rules, correlation logic, and incident response policies
- Oversee Service Mapping for 8–12 priority services across web, application, and database tiers
- Ensure accurate CI relationships, binding, and data integrity within the CMDB
- Develop runbooks, SOPs, and operator enablement materials
- Deliver dashboards and initial KPI reporting (event quality, service coverage, etc.)
- Produce a documented backlog and roadmap for post-implementation expansion
Deliverables
- CSDM-based service modeling standards and governance approach
- 15–20 modeled services with defined ownership and SLAs
- 8–12 mapped services with validated CI relationships
- Event ingestion configured and operational with initial correlation rules
- Incident policies aligned with event management
- Operator runbooks and enablement documentation
- Dashboards and KPI baseline reporting
- 90-day roadmap and prioritized backlog for continued maturity
Required Qualifications
- 8+ years of ServiceNow experience with strong ITOM specialization
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Proven hands-on experience with:
- ServiceNow Discovery and Service Mapping
- Event Management and alert correlation
- CMDB architecture and CSDM
- Experience integrating observability tools (Dynatrace, Splunk, etc.) with ServiceNow
- Strong understanding of infrastructure environments (cloud and on-prem)
- Demonstrated ability to deliver fast-paced, outcome-driven implementations
- Excellent communication skills working with distributed/offshore teams
Preferred Qualifications
- ServiceNow certifications (CSA, CIS-ITOM, CAD)
- Experience with AIOps or ITOM Health
- Familiarity with KPI-driven operational improvement (MTTR, alert reduction, service coverage)
Success Criteria
- Rapid delivery of modeled and mapped services within 8 weeks
- High-quality event ingestion and correlation baseline established
- Accurate CI-to-service binding and CMDB integrity
- Clear documentation and enablement for client operational teams
Work Model
- Offshore role with required overlap with US business hours
- Full-time commitment for the 8-week engagement
- Highly collaborative with client stakeholders and delivery team
