Website Lorvenk Technologies LLC
Role: ServiceNow ITSM & ITOM Pro Architect
Location: Bentonville, AR (Hybrid 3days)
Duration: 12+ months
Contract: W2
Visa: and EAD
Mode of interview : Video
About the Role
We re seeking a hands-on ServiceNow Architect with deep expertise across ITSM and ITOM Pro to lead design and implementation, establish best-practice governance, and guide a high-velocity delivery team. You ll partner with stakeholders, translate business goals into scalable platform architecture, and ensure solutions are maintainable, secure, and aligned to the ServiceNow Common Service Data Model (CSDM) and platform best practices.
Key Responsibilities & Focus Areas
Architecture & vision planning
Define target state across ITSM, ITOM, and AIOps (how they tie together)
Document architectural decision records (ADRs), integration approach, branching/release model
Ensure designs are upgrade-safe, maintainable, and scalable
Hands-on implementation & delivery
Lead, configure, and extend ITSM modules (Incident, Change, Problem, Request, SLAs, Catalog, etc.)
Design and build ITOM Pro layers: Event Management (alert incident flows, correlation, noise suppression), Discovery (pattern tuning, credentials, MID Server), Service Mapping
Ingest telemetry and monitoring / observability data into Event Management / AIOps pipelines
Build AIOps-based automation / predictive alerting / anomaly detection (integration with ServiceNow s AIOps capabilities)
Validate and monitor CMDB health, reconciliation rules, data quality metrics
Create integrations (REST, webhooks, MID Server, IntegrationHub) to external systems (observability tools, monitoring, ticketing systems)
Governance & standards:
Define platform guardrails: naming, update set hygiene vs source control, code review process, versioning, branch promotion, regression testing (ATF)
Establish and evangelize continuous improvement, modular design, reusable components
Enforce security (ACLs, roles), performance, and scalability practices
Stakeholder engagement & team leadership
Run architecture workshops, stakeholder alignment sessions, governance forums
Produce executive summaries / roadmaps / status artifacts
Mentor and transfer knowledge to internal teams / admins / developers
Measurement & value delivery:
Set up KPIs and metrics (incident reduction, alert-to-ticket ratios, MTTR improvements, CMDB health, noise reduction)
Deliver incremental value: early wins in ITSM while ramping ITOM + AIOps
What We re Looking For:
7+ years total experience with 3 5+ years focused on ServiceNow architecture across ITSM and ITOM Pro.
Proven delivery of at least two enterprise-scale ITOM Pro implementations (Event Management + Discovery and/or Service Mapping).
Strong CMDB/CSDM expertise: class model design, identification/reconciliation, health KPIs.
Hands-on with Flow Designer, IntegrationHub, scripting (Glide/APIs), and ATF for regression.
Solid grasp of platform security (roles/ACLs), performance, and upgrade-safe design.
Excellent facilitation, documentation (diagrams, ADRs), and executive communication skills.
Nice to Have (Preferred)
Experience integrating with major observability platforms (e.g., Dynatrace, Datadog, Splunk, BigPanda), ITSM/ITOM ecosystem tools, and notification/on-call platforms.
Exposure to Service Operations Workspace/Operator Workspace, Service Level Management, Reporting/Performance Analytics.
Familiarity with source control pipelines for ServiceNow (e.g., Git-backed workflows) and environment promotion strategies.
Certifications (Preferred)
ServiceNow Certified System Administrator (CSA)
ServiceNow Certified Implementation Specialist (CIS): ITSM and/or Discovery/Service Mapping
ServiceNow Certified Technical Architect (CTA) or Certified Application Developer (CAD) is a plus