Role
We are seeking an experienced ServiceNow TSOM Architect to design and lead enterprise-scale Technology Service Operations Management (TSOM) solutions. The role involves architecting scalable IT Operations frameworks, implementing observability and AIOps capabilities, and driving operational excellence across hybrid and multi-cloud environments.
The ideal candidate will possess strong expertise in ServiceNow ITOM/TSOM modules, enterprise integrations, CMDB governance, and operational automation. This is a client-facing role requiring technical leadership, stakeholder engagement, and hands-on architectural delivery.
Responsibilities
- Design and implement end-to-end ServiceNow TSOM architecture aligned with enterprise IT Operations strategy
- Lead large-scale TSOM deployments across hybrid, cloud, and on-premise environments
- Architect solutions using:
- ITOM Discovery
- Service Mapping
- Event Management
- Operational Intelligence
- Cloud Observability
- AIOps
- Define integration frameworks with monitoring and observability platforms
- Ensure CMDB governance, data accuracy, and service mapping optimization
- Implement AIOps-driven event correlation, anomaly detection, and operational automation
- Establish governance standards, architectural best practices, and platform scalability measures
- Collaborate with business stakeholders, IT leadership, and operations teams
- Translate business requirements into scalable technical solutions
- Support solution estimations, technical proposals, and pre-sales initiatives
Skills
- Strong expertise in ServiceNow TSOM and ITOM architecture
- Hands-on experience with:
- Discovery
- Service Mapping
- Event Management
- Operational Intelligence
- CMDB
- Experience integrating monitoring tools such as:
- Splunk
- Dynatrace
- AppDynamics
- Azure Monitor
- AWS CloudWatch
- Strong understanding of AIOps and observability frameworks
- Knowledge of hybrid cloud and enterprise infrastructure environments
- Experience with ServiceNow governance and upgrade strategies
- Excellent stakeholder management and communication skills
- Strong analytical and problem-solving abilities
Preferred
- Experience in enterprise digital transformation programs
- Exposure to cloud-native observability platforms
- Familiarity with Agile and ITIL frameworks
- Pre-sales and solution consulting experience
- Knowledge of automation and orchestration tools
- Experience working within global enterprise environments
- Bachelor's degree in Computer Science, Information Technology, Engineering, or related field
- 5+ years of hands-on ServiceNow ITOM/TSOM architecture experience