PRIMUS Global Solutions (PRIMUS UK & Europe)
Technical Architect
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ServiceNow ITOM Architect
The ServiceNow ITOM Architect will lead the architecture, design, and implementation of ITOM Service Mapping solutions. This role is responsible for defining service mapping strategy, CMDB alignment (CSDM), and ensuring scalable, upgrade-safe ITOM implementations.
Key Responsibilities
- Define end-to-end architecture for ServiceNow ITOM, with a strong focus on Service Mapping and CMDB.
- Design service mapping strategy for business services, applications, and infrastructure.
- Define CI class models, relationships, and service definitions aligned with CSDM and ITIL best practices.
- Provide architectural guidance on discovery patterns, service maps, and data ingestion.
- Govern standards for configuration, customization, and integrations.
- Review and approve technical designs, scripts, and service maps.
- Guide upgrade, performance optimization, and ITOM roadmap initiatives.
- Mentor ITOM leads and developers; provide ongoing technical oversight.
- Collaborate with stakeholders, platform owners, and external system teams.
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Required Skills & Experience
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- 10+ years of ServiceNow experience, with 4+ years in ITOM architecture.
- Strong expertise in ITOM Service Mapping, Discovery, and CMDB.
- Deep understanding of CSDM, CI modeling, and relationship management.
- Experience with integrations (REST/SOAP), MID Servers, and credential management.
- Ability to balance out-of-the-box capabilities with customization best practices.
Certifications (Preferred)
- ServiceNow CSA
- ServiceNow CIS – ITOM
- ServiceNow Certified Application Developer
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