Servicenow ITOM

Role: Servicenow ITOM/CMDB Solution Architect

Location: San Jose, CA - (Onsite)

Duration: 6+ Months

Experience: 12 years

Job Description

Looking for Hands-on ServiceNow CMDB/CSDM & ITAM Solution Architect rather than a consultant who only provides recommendations.

Position Summary

We are seeking an experienced ServiceNow CMDB, CSDM & ITAM Solution Architect to lead the design, implementation, and governance of the ServiceNow platform across ITSM, ITOM, and ITAM. This is a hands-on architecture and delivery role responsible for establishing scalable CMDB and CSDM models, driving Hardware Asset Management (HAM) and Software Asset Management (SAM) programs, and ensuring alignment between configuration items, business services, technical services, and applications.

The ideal candidate will possess deep expertise in ServiceNow platform architecture, CMDB, Discovery, Service Mapping, CSDM, HAM, and SAM, with the ability to work directly with clients, guide technical teams, and make architectural decisions that deliver measurable business value.

Key Responsibilities

ServiceNow Platform Architecture

• Design and govern the ServiceNow ecosystem across ITSM, ITOM, and ITAM modules.
• Define scalable architecture, best practices, and implementation standards for ServiceNow deployments.
• Ensure alignment between CMDB, Asset Management, Discovery, Service Mapping, and operational processes.
• Lead platform design decisions and provide technical leadership throughout project lifecycles.

CMDB & CSDM Leadership

• Design and maintain enterprise CMDB architecture, data models, class structures, and CI relationships.
• Drive implementation and adoption of the Common Service Data Model (CSDM).
• Establish governance processes for CMDB data quality, reconciliation, normalization, and lifecycle management.
• Configure and optimize Discovery, Service Mapping, Identification & Reconciliation Engine (IRE), and related CMDB capabilities.
• Define application, service, and infrastructure modeling strategies that support IT operations and business outcomes.

Hardware Asset Management (HAM)

• Lead end-to-end Hardware Asset Management implementations.
• Design and manage asset lifecycle processes including procurement, receiving, deployment, inventory management, refresh, retirement, and disposal.
• Ensure asset and CMDB alignment to provide accurate visibility and compliance reporting.
• Develop governance processes to improve asset tracking and operational efficiency.

Software Asset Management (SAM)

• Lead Software Asset Management initiatives including software discovery, entitlement management, license compliance, and renewals.
• Design optimization strategies for software utilization and cost reduction.
• Implement software normalization, reclamation, compliance monitoring, and vendor management processes.
• Partner with stakeholders to manage audit readiness and software governance.

Technical Delivery & Integrations

• Develop, review, and troubleshoot ServiceNow scripts including Business Rules, Script Includes, Flow Designer, Integrations, and Automation solutions.
• Design and implement integrations between ServiceNow and external enterprise systems.
• Ensure adherence to coding standards, performance best practices, and security requirements.
• Support platform upgrades, enhancements, and continuous improvement initiatives.

Client & Team Leadership

• Work directly with business stakeholders, IT leadership, and clients to gather requirements and define solutions.
• Translate complex technical concepts into clear business language and architectural decisions.
• Facilitate architecture workshops, solution reviews, and governance discussions.
• Mentor developers, administrators, and implementation teams on best practices and platform standards.
• Provide leadership during project planning, design, implementation, and go-live activities.

Required Qualifications

• Bachelor's Degree in Computer Science, Information Technology, Engineering, or related field.
• 8-12 years of total IT experience.
• Minimum 8 years of hands-on ServiceNow experience.
• Proven experience delivering enterprise-scale ServiceNow implementations.
• Strong hands-on expertise in:
• CMDB Design & Governance
• Discovery
• Service Mapping
• CSDM
• Hardware Asset Management (HAM)
• Software Asset Management (SAM)
• ITSM
• ITOM
• Experience designing configuration item hierarchies, service models, application models, and CI relationships.
• Strong scripting and development experience within the ServiceNow platform.
• Experience integrating ServiceNow with enterprise systems and third-party tools.
• Excellent communication, stakeholder management, and consulting skills.

Preferred Certifications

• ServiceNow Certified Technical Architect (CTA)
• Certified Implementation Specialist Discovery
• Certified Implementation Specialist Hardware Asset Management
• Certified Implementation Specialist Software Asset Management
• ServiceNow Certified Application Developer
• ServiceNow Data Foundations (CMDB & CSDM)
• ServiceNow Certified System Administrator

Key Skills

• ServiceNow Platform Architecture
• CMDB Data Modeling
• CSDM Implementation
• Discovery & Service Mapping
• Hardware Asset Management (HAM)
• Software Asset Management (SAM)
• ITSM & ITOM
• Integration Architecture
• JavaScript & ServiceNow Scripting
• Governance & Data Quality
• Client Engagement & Stakeholder Management
• Team Mentoring & Technical Leadership