ServiceNow Architect

This is a fully remote position, open to applicants in Poland, +1 more country.

📋 Description

• Conduct a swift review of the ongoing ServiceNow CMDB program, encompassing completed tasks, defined scope, architectural choices, data models, CI classes, relationship models, integrations, discovery setups, governance artifacts, backlog, and delivery risks.

• Assess if the current CMDB design and construction strategy positions ServiceNow as the enterprise's single source of truth for configuration, service, application, infrastructure, and dependency data.

• Spot gaps, inconsistencies, technical debt, data quality concerns, duplicate CI risks, ownership voids, and design choices that need confirmation, correction, or remediation.

• Enhance the target CMDB architecture, covering CI class structure, attributes, relationships, identification rules, reconciliation rules, authoritative sources, and alignment with the Common Service Data Model.

• Collaborate with the current delivery team to prioritize backlog items, unresolved design queries, integration dependencies, data remediation tasks, service mapping requirements, and delivery obstacles.

• Evaluate and optimize integration patterns utilizing ServiceNow Discovery, Service Graph Connectors, APIs, import sets, IntegrationHub, and other approved ingestion methods.

• Fortify CMDB governance, which includes stewardship, standards, naming conventions, certification, remediation workflows, health dashboards, change control, and continuous improvement processes.

• Work together with ITSM, ITOM, ITAM, SecOps, cloud, infrastructure, network, application, enterprise architecture, operations, and business service owners.

• Offer practical architectural guidance during ongoing build, testing, data loading, discovery tuning, reconciliation, relationship mapping, service mapping, defect resolution, and adoption efforts.

• Develop mid-project recommendations, decision records, remediation plans, implementation guidance, readiness assessments, and transition materials.

⛳️ Requirements

• Extensive experience in ServiceNow CMDB architecture, with the ability to evaluate and enhance an ongoing CMDB implementation instead of starting from scratch.

• Practical knowledge of ServiceNow CMDB, ITSM, ITOM, Discovery, Service Mapping, Service Graph Connectors, CMDB Health, identification rules, and reconciliation rules.

• Capability to quickly and pragmatically review existing architecture, configurations, data models, integrations, discovery schedules, backlog items, design decisions, and delivery artifacts.

• Experience in identifying CMDB data quality issues, duplicate CI risks, integration gaps, ownership uncertainties, process vulnerabilities, and adoption challenges in live or ongoing environments.

• Ability to balance architectural best practices with project realities, maintaining valuable work already completed while addressing significant gaps before they become entrenched.

• Understanding of ITIL configuration management, incident, change, problem, asset, service request, and operational support processes.

• Proven experience integrating ServiceNow with infrastructure, cloud, monitoring, network, application, security, and asset management tools.

• Strong facilitation skills for workshops with existing project teams and stakeholder groups to confirm scope, decisions, risks, dependencies, ownership, and updated delivery priorities.

• Excellent documentation skills, including architecture design reviews, gap assessments, decision logs, remediation plans, integration specifications, test support, and governance artifacts.

• Outstanding stakeholder management skills, with the ability to collaborate across platforms, operations, security, applications, infrastructure, network, cloud, architecture, service ownership, and program delivery teams.

• ServiceNow certifications are preferred, including Certified System Administrator, Certified Implementation Specialist, or relevant architecture certifications.

• Experience joining ServiceNow, CMDB, ITOM, ITSM, or enterprise tooling programs mid-flight and providing recovery, assurance, design correction, or delivery acceleration support is preferred.

• Familiarity with the ServiceNow Common Service Data Model and practical implementation of service, application, and technical service hierarchies is preferred.

• Experience with ServiceNow Discovery, Service Mapping, Event Management, ITOM Visibility, ITAM, HAM, SAM, or SecOps integrations is preferred.

• Experience designing or enhancing CMDB operating models, stewardship models, data certification processes, and CMDB health improvement programs is preferred.

• Knowledge of cloud platforms, hybrid infrastructure, container technologies, network systems, application dependency mapping, and enterprise integration patterns is preferred.

• Experience supporting audit, regulatory, operational resilience, cyber risk, change risk, or business service continuity use cases through CMDB data is preferred.

• Consulting or program delivery experience, particularly with incomplete documentation, inherited decisions, active delivery teams, delivery pressures, and multiple stakeholder groups, is preferred.

🏝️ Benefits

• 20 days of vacation.

• Assistance and support from our dedicated HR team.

• Opportunities to exchange experiences and collaborate with talented colleagues.

• Competitive compensation for your contributions.