ServiceNow Architect — CMDB/CSDM, ITOM/ITAM, Discovery, Service Mapping

Position title: ServiceNow Architect — CMDB/CSDM, ITOM/ITAM, Discovery, Service Mapping & Integrations.

Location: Remote

Lead the architecture of our ServiceNow platform - own CMDB/CSDM health, enable Discovery and Service Mapping at scale, implement ITOM and ITAM (HAM Pro & SAM Pro), stand up certificate management, and deliver high-fidelity integrations (Service Graph Connectors: SCCM, Jamf, AWS, Nexthink, NetBox, Infoblox, etc.). Explore practical AI/GenAI use cases to boost productivity and decision-making.

Responsibilities:

• Own CMDB architecture, data model, Identification & Reconciliation rules, and CSDM adoption.
• Enable Discovery & Service Mapping; optimize MIDs, probes/patterns, and service maps.
• Implement ITOM (Event/Health/AIOps as applicable) and ITAM end-to-end.
• HAM Pro: asset lifecycle, asset normalization, reconciliation, stockroom & PAR, reclamation/harvesting, refresh & disposal workflows.
• SAM Pro: entitlement/model normalization, discovery/source alignment, software reconciliation, optimization, true-ups, license compliance.
• Integrate external sources via Service Graph Connectors; define source-of-truth & reconciliation.
• Stand up certificate inventory/management; automate issuance/renewal and alerts.
• Drive data quality (de-duplication, stale/archival, unclassified/incomplete remediation).
• Build dashboards/KPIs; establish governance, runbooks, and guardrails.
• Partner cross-functionally (Infra/Cloud/Asset) and mentor engineers.

Required qualifications:

• 8–10+ years on ServiceNow; 5+ in architecture across CMDB/CSDM, ITOM, ITAM (HAM Pro & SAM Pro), Discovery/Service Mapping.
• Hands-on with Service Graph Connectors (SCCM/MECM, Jamf, Nexthink, NetBox, Infoblox) and cloud integrations.
• Strong Identification & Reconciliation, Data Manager, reporting/PA.
• Deep experience in asset lifecycle management, reconciliation, reclamation/harvesting, software entitlement management, and CMDBITAM alignment.
• Scripting (Glide/JS), IntegrationHub/Flow Designer; MID troubleshooting.
• Infra fundamentals: networks, OS, virtualization, cloud, IPAM/DNS, PKI.

Nice to have:

• Certs: CIS–CMDB, CIS–Discovery, CIS–Service Mapping, CIS–ITSM, CAD (Architect track a plus).
• Microsoft CA/public CA integrations; certificate workflows.
• Practical AI/GenAI pilots (intake automation, data quality suggestions).
• Impact/KPIs (typical)
• CMDB Health ≥90% for in-scope classes; duplicates ≤2%; decrease in stale CI backlog by 60%.
• Discovery coverage ≥95%; mapped tier-1 services with ≥95% change-impact accuracy.
• ITAM: Increase in reclamation rate, audit-ready license compliance, license/asset cost savings.