Job Description: ServiceNow ITOM Solution Consultant
Role Summary
CGI is seeking a ServiceNow ITOM Architect solution consultant to lead the architecture, high-level design (HLD), optimization, and governance of all ITOM capabilities on the ServiceNow platform. This role is responsible for defining future-state architecture, driving process improvements, ensuring platform performance and scalability, and enforcing ServiceNow and industry best practices across the ITOM landscape.
The architect solution consultant will act as the technical authority for ITOM, working closely with platform teams, ITSM, infrastructure, cloud, and security stakeholders.
Key Responsibilities
3.1.1 ITOM Architecture solution consultant & High-Level Design
- Own and define HLDs for all ServiceNow ITOM capabilities, ensuring alignment with the enterprise architecture.
- Design scalable, resilient, and performance-optimized ITOM solutions.
- Define current-state vs future-state architectures and drive roadmap execution.
- Lead architectural decisions for MID Server strategy (VM, containerized/Kubernetes, DR, HA).
3.1.2 ITOM Functional Ownership
Act as end-to-end architect for:
- ITOM Discovery (Cloud, Infrastructure, Service Mapping)
- CMDB Architecture, CSDM alignment, and CMDB Health
- Event Management & Alerting
- Operational Intelligence / AIOps
- Service Mapping & Dependency Views
- Cloud Management (where applicable)
- Agent Client Collector (ACC) and modern discovery methods
3.1.3 Process Improvement & Best Practices
- Drive process standardization and optimization across Discovery, CMDB, and Event Management.
- Define and enforce ServiceNow ITOM best practices, design patterns, and guardrails.
- Identify performance bottlenecks and lead continuous improvement initiatives.
- Establish governance models for ITOM configuration, customization, and integrations.
3.1.4 Platform Performance & Stability
- Ensure ITOM workloads do not negatively impact overall platform performance.
- Optimize discovery schedules, event processing, ECC queue usage, and background jobs.
- Define monitoring, alerting, and auto-remediation strategies for long-running or failed ITOM jobs.
3.1.5 Stakeholder Collaboration
- Partner with ITSM, Cloud, Infrastructure, Network, Security, and SRE teams.
- Translate business and operational requirements into technical architecture and HLDs.
- Provide architectural guidance to developers, admins, and system integrators.
- Support leadership with architecture reviews, design justifications, and risk assessments.
3.1.6 Documentation & Governance
- Create and maintain: HLDs / LLDs
- Architecture diagrams
- Design decision records
- Best-practice and operating model documentation
- Review and approve ITOM designs and changes from delivery teams.
Required Skills & Experience
3.1.7 Technical Skills
- 8+ years of experience on the ServiceNow platform
- 5+ years of deep hands-on experience with ServiceNow ITOM
Strong expertise in:
- Discovery architecture & troubleshooting
- CMDB, IRE, CSDM, and data governance
- Event Management & AIOps
- MID Server architecture (scaling, HA, DR)
- Solid understanding of cloud (AWS/Azure/GCP) and on-prem infrastructure
- Experience designing high-volume, enterprise-scale ITOM implementations
3.1.8 Architectural & Process Skills
- Proven experience producing HLDs and future-state architectures
- Strong understanding of ITIL, SRE, and operational processes
- Ability to balance out-of-box capabilities vs customization
- Strong analytical and problem-solving mindset
Certifications (Preferred)
- ServiceNow Certified Technical Architect (CTA) – preferred
- ServiceNow ITOM Implementation Specialist (Mandatory)
- ITIL v4 Certification (Optional)
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