ServiceNow ARCHITECT

Role: ServiceNow ARCHITECT

Location: Libertyville, IL (Onsite)

Duration: Contract to Hire.

Key Responsibilities:

ITSM (IT Service Management)
• Gather infrastructure requirements (Network, Server, Cloud, Storage) and configure Incident, Problem, Change, and Request Management modules.
• Design and configure service catalog items for infrastructure services.
• Configure workflows, approvals, assignment rules, SLAs/OLAs, and escalation mechanisms.
• Integrate ServiceNow with monitoring, alerting, and external ticketing tools.
• Configure, manage, and optimize Change and Problem Management processes in ServiceNow, ensuring alignment with ITIL best practices.
• Monitor, analyze, and report on change requests and problem records, facilitating root cause analysis, approvals, and process improvements.
• Configure and maintain infrastructure knowledge articles and runbooks.
• Create operational and SLA compliance reports and dashboards.
• Support UAT, go-live, hypercare, and stabilization activities.

ITOM (IT Operations Management)
• Implement and manage Discovery for on-premise and cloud infrastructure.
• Configure CMDB classes, relationships, and data models aligned to infrastructure.
• Perform CMDB health checks for completeness, correctness, and compliance.
• Configure event ingestion, alert correlation, and noise reduction.
• Enable service maps for critical infrastructure and business services.
• Integrate monitoring tools for event and performance visibility.
• Build ITOM dashboards and operational performance reports.

ITAM (IT Asset Management)
• Configure Hardware and Software Asset Management modules.
• Define and automate asset lifecycle workflows (procure to retire).
• Support asset imports, normalization, and data quality.
• Align assets with CIs and ensure reconciliation accuracy.
• Implement license compliance, usage tracking, and optimization.
• Configure audit, reconciliation, and governance processes.
• Generate asset, license, and compliance reports.