ServiceNow Architect

The CMDB / ServiceNow Architect will join an in-flight ServiceNow CMDB programme where the ServiceNow platform is already in place and delivery activity has already begun. The role will rapidly assess the current architecture, build progress, data model, integrations, discovery configuration, governance approach, project decisions, risks and delivery backlog, then provide architectural leadership to stabilise and accelerate the work. The architect will ensure the programme remains aligned to the objective of making ServiceNow the trusted single source of truth for configuration item, service, asset, application and relationship data across the enterprise. This includes validating design decisions already made, identifying gaps or rework, resolving data and integration issues, strengthening governance, and collaborating with the essential platform, infrastructure, application, operations, security, service management, asset, cloud, network and business service teams required for successful delivery and adoption.
Requirements:

- Strong ServiceNow CMDB architecture experience, including the ability to assess and improve an in-progress CMDB implementation rather than start from a blank page;

- Hands-on knowledge of ServiceNow CMDB, ITSM, ITOM, Discovery, Service Mapping, Service Graph Connectors, CMDB Health, identification rules and reconciliation rules;

- Ability to review existing architecture, configuration, data models, integrations, discovery schedules, backlog items, design decisions and delivery artefacts quickly and pragmatically;

- Experience identifying CMDB data quality issues, duplicate CI risks, integration gaps, ownership ambiguity, process weaknesses and adoption barriers in live or in-flight environments;

- Ability to balance architectural best practice with project realities, preserving useful work already completed while correcting material gaps before they become embedded;

- Understanding of ITIL configuration management, incident, change, problem, asset, service request and operational support processes;

- Experience integrating ServiceNow with infrastructure, cloud, monitoring, network, application, security and asset management tooling;

- Strong facilitation skills for workshops with existing project teams and stakeholder groups to confirm scope, decisions, risks, dependencies, ownership and revised delivery priorities;

- Strong documentation skills, including architecture design reviews, gap assessments, decision logs, remediation plans, integration specifications, test support and governance artefacts;

- Excellent stakeholder management skills with the ability to work across platform, operations, security, application, infrastructure, network, cloud, architecture, service ownership and programme delivery teams.

Nice to Have:

- ServiceNow Certified System Administrator, Certified Implementation Specialist or relevant ServiceNow architecture certifications;

- Experience joining a ServiceNow, CMDB, ITOM, ITSM or enterprise tooling programme mid-flight and providing recovery, assurance, design correction or delivery acceleration support;

- Experience with the ServiceNow Common Service Data Model and practical implementation of service, application and technical service hierarchies;

- Experience with ServiceNow Discovery, Service Mapping, Event Management, ITOM Visibility, ITAM, HAM, SAM or SecOps integrations;

- Experience designing or improving CMDB operating models, stewardship models, data certification processes and CMDB health improvement programmes;

- Knowledge of cloud platforms, hybrid infrastructure, container platforms, network technologies, application dependency mapping and enterprise integration patterns;

- Experience supporting audit, regulatory, operational resilience, cyber risk, change risk or business service continuity use cases through CMDB data;

- Consulting or programme delivery experience, including working with incomplete documentation, inherited decisions, active d