ITOM解决方案架构师
ITOM Solution Architect
最初，工程师Fred Luddy编写了一段代码，自动化了同事Phyllis的繁琐任务。她感动得热泪盈眶。这一时刻激发了Fred创建一家公司，让每个人都能摆脱琐事，专注于有意义的工作。如今，ServiceNow是业务重塑的AI控制中心。我们的ServiceNow AI平台整合任何AI、任何数据和任何工作流，帮助85%的财富500强®企业更聪明、更快、更好地工作。我们正在构建一种AI原生文化，让技术和人才携手不可阻挡。而我们才刚刚开始。
加入我们，让AI为人们工作。
ServiceNow正从一个带有AI功能的工作流平台，转变为一个AI平台，其中代理执行工作。这种转变完全取决于其底层操作数据是否可信，而这正是这个职位所负责的问题。
ITOM解决方案架构师负责设计并领导ServiceNow ITOM解决方案的技术交付，涵盖CMDB和服务数据基础、发现、服务映射、ITOM健康状况、事件智能和服 务可观测性，并且越来越多地设计建立在这些之上的代理层。该职位在深入的技术设计和高管咨询之间灵活切换，能够为客户提供建设性的运营成熟度评估，而非理想化的评估。
你将负责：
设计数据基础
· 负责ITOM架构：发现、服务图连接器、代理客户端收集器、CMDB/CSDM设计、IRE和对账，以及服务映射策略
· 设计并构建AI就绪且可信赖的数据基础
· 设计可持续的数据填充架构，包括MID Server和收集拓扑结构，能够在真实的企业网络和安全限制下保持稳定
设计事件智能和可观测性层
· 架构ITOM健康状况和服务可观测性，以SLO为基础的服务可靠性管理作为信号到服务模型
· 集成现有的监控系统（例如Dynatrace、Datadog、SolarWinds、Splunk）
· 定义运营成功指标：降噪、告警到CI覆盖率、MTTR和服 务健康准确性
设计和管理代理层
· 设计ServiceNow Otto和AI代理在操作中的适用场景，包括告警分类、检测和修复CMDB问题，以及自主SLO创建
· 在AI Agent Studio中构建定制的代理工作流，当标准功能无法覆盖时
· 在自动化之前建立保障机制
查看英文原文
It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.
Join us to put AI to work for people.
ServiceNow is moving from a workflow platform with AI features to an AI platform where agents do the work. That shift depends entirely on whether the operational data underneath it can be trusted, which is the problem this role owns.
The ITOM Solution Architect designs and leads technical delivery of ServiceNow ITOM solutions across CMDB and service data foundations, Discovery, Service Mapping, ITOM Health, event intelligence, and service observability, and increasingly designs the agentic layer built on top of them. The role moves fluidly between deep technical design and executive advisory, with the judgement to give customers evidence-based assessments of their operational maturity rather than aspirational ones.
What you'll do:
Architect the data foundation
· Own ITOM architecture: Discovery, Service Graph Connectors, Agent Client Collector, CMDB/CSDM design, IRE and reconciliation, and Service Mapping strategy
· Design and data foundations AI-ready and trustworthy
· Design sustainable data population architecture, including MID Server and collection topologies that hold up under real enterprise network and security constraints
Design the event intelligence and observability layer
· Architect ITOM Health and Service Observability with SLO-based Service Reliability Management as one signal-to-service model
· Integrate existing monitoring estates (for example, Dynatrace, Datadog, SolarWinds, Splunk)
· Define operational success: noise reduction, alert-to-CI coverage, MTTR, and service health accuracy
Design and govern the agentic layer
· Design where ServiceNow Otto and AI agents fit operationally, including alert triage, detecting and correcting CMDB issues, and autonomous SLO creation
· Build custom agentic workflows in AI Agent Studio where out-of-box coverage stops
· Build guardrails before automation, especially in regulated environments
Advise and lead
· Give honest current-state assessments, including telling customers when they are not ready for the use case they came in asking for
· Translate architecture into business outcomes for CIOs and infrastructure leaders: risk, cost, and toil avoided
· Flag integration, data-quality, and scalability risk before it hits delivery
· Keep architecture consistent with engagement managers, technical consultants, and platform architects
· Support pre-sales scoping with realistic effort and sequencing
· Contribute reusable IP to the practice and mentor consultants toward architect capability
· Advise on release cadence and upgrade sequencing as part of architecture, not an afterthought
Why join us
· Shape the architecture of multi-million-dollar transformation programs from the first design conversation
· Work on the problem that determines whether autonomous IT actually works: trustworthy operational data
· Join a practice that invests in architect development and values honest delivery over optimistic scoping
Required:
· Substantial ServiceNow ITOM delivery experience at architect or lead level on large, multi-workstream programs
· Demonstrated depth in CMDB architecture, CSDM alignment, IRE and reconciliation design, and Discovery pattern design
· Working command of ITOM Visibility and ITOM Health, including enterprise-scale Event Management design
· Practical experience applying AI to operational work, and the judgement to know where it helps and where it does not
· Infrastructure and cloud fluency: hybrid and multi-cloud architecture, containers and Kubernetes, and the network and security constraints that affect discovery and monitoring
· Integration fluency: REST, MID Server architecture, credential and certificate handling, and event and telemetry ingestion patterns
· Executive presence, with the ability to hold a design position under challenge and explain it without jargon
· A collaborative, one-team posture across sales, solution consulting, and delivery
Preferred
· Experience designing agentic solutions in AI Agent Studio
· Experience governing AI through AI Control Tower, including scope, autonomy, escalation, and value measurement
· Adjacent ITAM (HAM/SAM) or SecOps experience, given shared CMDB dependencies
· Scripting fluency sufficient to review and debug pattern, transform, and event-rule logic
Certifications
· Required: CIS-Data Foundations, CIS-Discovery, CIS-Service Mapping, and CIS-Event Management, held or obtained within an agreed window
· Preferred: CSA; ArchX, CTA, or CMA for architect-track candidates; and current experience with Now Assist, ServiceNow Otto, and AI Agents
Work Personas
We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
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