ServiceNow ITOM /Observability Tools Architect – Dynatrace, Solarwind

Role Name: ServiceNow ITOM /Observability Tools Architect – Dynatrace, Solarwind

Location: Fort Mill, SC – Onsite Role

Duration: 12+ Months

Job Description:
• The Tools Architect will lead the design, implementation, and optimization of enterprise-grade IT Operations Management (ITOM) and observability solutions.
• This includes integrating and orchestrating tools such as Dynatrace, SolarWinds, AlertSite, and ServiceNow modules (CMDB, Event Management, CSDM).
• The role is pivotal in working with the customer to drive Event management, Service Now CMDB accuracy, CI Mapping, automation across hybrid environments.

Key Responsibilities

Strategic Leadership
• Be the primary point of contact 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 automation 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

Shubham Hayaran

Senior Technical Recruiter

Net2Source Inc.