ServiceNow - Tools Architect

Role Name: ServiceNow - Tools Architect

Location: Fort Mill, SC (Onsite)

Duration: Contract

"The Tools Architect will lead the design, implementation, and optimization of enterprise-grade IT Operations Management (ITOM) and observability solutions. This includes integrating and orchestrating tools such as Dynatrace, SolarWinds, AlertSite, and ServiceNow modules (CMDB, Event Management, CSDM). The role is pivotal in working with the customer to drive Event management, Service Now CMDB accuracy, CI Mapping, automation across hybrid environments.

Key Responsibilities

Service Orchestration & ITOM

• Architect and deploy ServiceNow ITOM modules including Discovery, Service Mapping, Event Management, and Orchestration

• Design workflows for automated remediation, intelligent dispatching, and self-healing using ServiceNow Flow Designer, Ansible, and resolver bots

Observability & Monitoring

• Integrate and optimize monitoring platforms such as Dynatrace, SolarWinds Orion/DPA, and AlertSite for real-time visibility and predictive analytics

• Define dynamic thresholds and anomaly detection models to reduce alert noise and improve MTTR

• Lead tool assessments and configuration workshops with stakeholders to ensure data fidelity and actionable insights

Event Management & Incident Response

• Implement event correlation and deduplication strategies across observability tools to streamline incident workflows

• Collaborate with technical teams to refine alert-to-incident conversion and auto-close logic

CMDB & CSDM Governance

• Architect and maintain a governed CMDB aligned with CSDM best practices

• Ensure accurate service mapping and CI relationships to support impact analysis and change risk predictions

• Lead CMDB health remediation efforts including completeness, staleness, and orphaned records

Skills & Qualifications

• 7+ years of experience in ITOM architecture, preferably with ServiceNow.

• Deep expertise in CMDB, Discovery, Service Mapping, Event Management, and CSDM

• Hands-on experience with Dynatrace, SolarWinds, AlertSite, and other observability platforms

• Strong understanding of ITIL, ITSM, and Change Management processes.

• Certified in one or more areas of ServiceNow/Observability Tools

Tools Ecosystem

Tool Function

Dynatrace -Application & infrastructure monitoring, anomaly detection

SolarWinds Orion/DPA -Network & database performance monitoring

Alert Site - Synthetic monitoring

ServiceNow ITOM - Discovery, orchestration, event management

CMDB & CSDM - Configuration and service data governance

Live NX, ELK, CloudWatch - Supplemental observability tools"