ServiceNow – Tools Architect

USC, GC

W2/1099/own corp

Relocation will also work

Location: Fort Mill, SC – Hybrid 3 days a week

Team video INTERVIEW IS MANDATORY

Key Skill Requirements (Reconfirmed)

Strong tools knowledge with hands-on experience

Ability to lead and drive teams during solutioning and architecture design

Tools Integration Expertise, Specifically

AIOps

Ansible

Dynatrace

SolarWinds

End-to-end tools integration experience is mandatory

Where Candidate Lagged Experience

Candidate lacked hands-on tools integration experience.

Responses Indicated Indirect Involvement, Such As

“Another team was responsible for tools integration”

“My team was working on it, but I did not have direct ownership”

“Limited hands-on exposure to integration activities”

Hiring team is specifically looking for candidates with direct, end-to-end ownership of tools integration rather than oversight or coordination experience.

What We Are Expecting From Candidate’s

Candidates must demonstrate clear hands-on experience in tools integration.

Ability to articulate architecture decisions, integration approach, and troubleshooting scenarios is critical.

Preference for candidates who have personally implemented or driven integrations, not just managed teams performing the work.

Call Notes

This is not an individual contributor role — it requires someone who can operate at a broader strategic and coordination level.

Must have strong project management experience, including handling timelines, cross-functional coordination, and stakeholder communication.

Candidate should be able to manage multiple projects simultaneously while keeping priorities aligned and deliverables on track.

Role focuses on optimization across processes, workflows, or technical operations to improve efficiency.

Dynatrace 80% and Solar winds (Good to have )

Service Now Architect Experience Required

AI Ops (AIOps) experience is required — hands-on familiarity with AI-driven operations, automation, or monitoring tools is necessary.

Should have experience managing a team and providing leadership, mentorship, and direction.

Expected to guide customers, participate in discussions, and help develop customer proposals.

Key Responsibilities

Strategic Leadership
• Be the primary point of contat for all AIOPs & Automation related discussions
• Identify new business opportunities related to AIOPs automation & Tools
• Define and drive the AIOps and automation roadmap/strategy aligned with business goals.
• Collaborate with senior stakeholders to prioritize automation & AIOPs initiatives and ensure alignment with enterprise architecture.
• Evaluate and recommend appropriate tools, platforms, and frameworks for AIOps and Automation

Technical Implementation
• Oversee the analysis and identification of automatoin opportunities
• Drive development & deployment of automation scripts/workflows
• Lead the analysis, recommendation and deployment of AIOps solutions (e.g., anomaly detection, predictive analytics, root cause analysis).
• Integrate AIOps platforms with existing ITSM, monitoring, and observability tools. – Document recommendations & lead as required
• 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
• CMDB health remediation efforts including completeness, staleness, and orphaned records

Data & Analytics
• Ensure effective data ingestion, normalization, and correlation from multiple sources (logs, metrics, events).
• Work with CG & LPL teams to Fine-tune Event Thresholds
• Monitor performance of AIOps models and continuously improve accuracy and relevance.

Weekly & Monthly Performance Tracking

Team & Stakeholder Management
• Conduct training and enablement sessions to build automation capabilities across teams.
• Collaborate with Teams in implementation & driving AIOPs & Automation

Governance & Compliance
• Define and enforce governance policies for automation and AI usage.
• Ensure security, compliance, and auditability of automated processes.
• Track KPIs and ROI of AIOps and automation initiatives.

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

AlertSite – Synthetic monitoring

ServiceNow ITOM – Discovery, orchestration, event management

CMDB & CSDM – Configuration and service data governance

LiveNX, ELK, CloudWatch – Supplemental observability tools?