PRIMUS Global Solutions (PRIMUS UK & Europe)
ServiceNow ITOM Architect – Service Mapping
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Role Overview
We are looking for an experienced ServiceNow ITOM Architect to lead the architecture, design, and implementation of enterprise ITOM Service Mapping solutions, with a strong focus on CMDB, CSDM, Discovery, and upgrade-safe architecture.
Must-Have Skills
- ServiceNow ITOM Architecture
- ITOM Service Mapping – Strong Expertise
- ServiceNow Discovery – Strong Expertise
- CMDB – Strong Expertise
- CSDM – Deep Understanding
- CI Class Modelling & CI Relationships
- Service Definitions
- Discovery Patterns
- ServiceNow Data Ingestion
- MID Servers & Credential Management
- REST / SOAP Integrations
- ServiceNow Configuration & Customisation
- ITIL Best Practices
- Technical Design & Architecture Governance
- ServiceNow Upgrade & Performance Optimisation
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Key Responsibilities
- Define end-to-end ServiceNow ITOM architecture and Service Mapping strategy.
- Design Service Maps for business services, applications, and infrastructure.
- Define CI classes, relationships, and service definitions aligned with CSDM/ITIL.
- Provide architectural guidance on Discovery, patterns, and data ingestion.
- Govern ServiceNow configuration, customisation, and integrations.
- Review technical designs, scripts, and Service Maps.
- Support platform upgrades, performance optimisation, and scalability.
- Contribute to ITOM roadmap and transformation initiatives.
- Mentor ITOM leads and developers.
- Ensure solutions remain scalable, maintainable, and upgrade-safe.
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Good to Have
- ServiceNow ITOM Implementation Specialist certification
- ServiceNow Certified System Administrator
- Large-scale enterprise ServiceNow implementations
- ITOM roadmap / transformation experience
- ITOM team leadership and mentoring
- Strong OOTB vs Customisation decision-making experience
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