ServiceNow Architect

ServiceNow Architect

AT&T is seeking a highly experienced ServiceNow Architect with deep expertise in ITSM, ITOM, CMDB, Service Mapping, Discovery, Event Management, and AIOps to lead the design and implementation of enterprise-scale ServiceNow solutions. The ideal candidate will possess extensive experience in large telecommunications environments, driving platform architecture, service visibility, operational excellence, and automation initiatives across complex hybrid infrastructure ecosystems.

Key Responsibilities

• Define and govern the overall ServiceNow platform architecture aligned with AT&T's enterprise IT and telecom operations strategy.
• Design scalable and secure ServiceNow solutions supporting ITSM, ITOM, CMDB, Service Mapping, Discovery, and AIOps capabilities.
• Establish platform standards, governance models, architecture principles, and best practices.
• Provide technical leadership for ServiceNow implementations, upgrades, integrations, and platform modernization initiatives.

ITSM Architecture

• Lead architecture and implementation of: Incident Management, Problem Management, Change Management, Request Management, Knowledge Management, Service Catalog, SLA Management.
• Drive ITIL-aligned process improvements and operational efficiencies.

ITOM & Discovery

• Design enterprise-wide Discovery solutions across Data Centers, Cloud Platforms (AWS, Azure, GCP), Network Infrastructure, Telecom Infrastructure, Hybrid Environments.
• Architect automated infrastructure discovery and service dependency mapping.
• Improve infrastructure visibility and configuration management maturity.

CMDB Governance

• Establish CMDB architecture, governance, and data quality frameworks.
• Define CI classes, relationships, reconciliation rules, and identification policies.
• Ensure CMDB compliance with ServiceNow CSDM standards.
• Drive CMDB health initiatives, audits, and continuous improvement programs.

Service Mapping

• Lead implementation of business service mapping for critical telecom services.
• Design application and infrastructure dependency models.
• Build end-to-end service visibility across complex enterprise environments.
• Improve root cause analysis and service impact assessment capabilities.

AIOps & Event Management

• Architect ServiceNow Event Management and AIOps solutions.
• Integrate monitoring tools such as Dynatrace, Splunk, AppDynamics, SolarWinds, ThousandEyes, Moogsoft, SCOM, Prometheus.
• Implement intelligent alert correlation, noise reduction, and predictive operations.
• Design automated remediation workflows and operational intelligence capabilities.

Telecom Domain Solutions

• Design ServiceNow solutions supporting telecom operations environments.
• Collaborate with NOC, OSS/BSS, and Network Engineering teams.
• Support telecom service assurance, outage management, and operational workflows.
• Implement service impact analysis for network and customer-facing services.

Integration Architecture

• Design integrations using REST APIs, SOAP APIs, MID Servers, Integration Hub, Event-Driven Architecture.
• Integrate ServiceNow with monitoring, cloud, network, and enterprise applications.
• Ensure scalable and secure data exchange across platforms.

Leadership & Stakeholder Management

• Serve as the primary ServiceNow architecture SME.
• Mentor developers, administrators, and technical leads.
• Conduct architecture reviews and governance sessions.
• Present architecture recommendations to senior leadership and executive stakeholders.

Required Qualifications

• 15+ years of overall IT experience.
• 8+ years of ServiceNow architecture experience.
• Extensive experience implementing large-scale enterprise ServiceNow solutions.
• Strong expertise in ITSM, ITOM, CMDB, Discovery, Service Mapping, Event Management, AIOps.
• Experience with ServiceNow Common Service Data Model (CSDM).
• Deep understanding of ITIL frameworks and best practices.
• Strong knowledge of enterprise infrastructure, networking, cloud, and telecom environments.
• Experience integrating ServiceNow with enterprise monitoring and observability platforms.
• Expertise in JavaScript, ServiceNow scripting, Flow Designer, and Integration Hub.
• Experience leading global implementation teams.

Preferred Qualifications

• Telecommunications industry experience (AT&T, Verizon, T-Mobile, Comcast, Charter, or similar).
• Experience with cloud platforms: AWS, Azure, GCP.
• Knowledge of OSS/BSS systems and telecom service assurance processes.
• Experience with DevOps and Site Reliability Engineering (SRE) practices.
• Exposure to AI-driven operations and predictive analytics solutions.
• Enterprise architecture experience within Fortune 500 organizations.