What are the responsibilities and job description for the ServiceNow - Tools Architect position at IMR Soft LLC?
Role name: ServiceNow - Tools Architect
Work site: Fort Mill South Carolina (onsite)
Duration: Long-term Contract
Job Summary
The Tools Architect will lead the design, implementation, and optimization of enterprise-grade IT Operations Management (ITOM) and observability solutions. This includes integrating and orchestrating tools such as Dynatrace, SolarWinds, AlertSite, and ServiceNow modules (CMDB, Event Management, CSDM). The role is pivotal in working with the customer to drive Event management, Service Now CMDB accuracy, CI Mapping, automation across hybrid environments.
Key Responsibilities
Strategic Leadership
• Be the primary point of contat for all AIOPs & Automation related discussions
• Identify new business opportunities related to AIOPs automation & Tools
• Define and drive the AIOps and automation roadmap/strategy aligned with business goals.
• Collaborate with senior stakeholders to prioritize automation & AIOPs initiatives and ensure alignment with enterprise architecture.
• Evaluate and recommend appropriate tools, platforms, and frameworks for AIOps and Automation
Technical Implementation
• Oversee the analysis and identification of automatoin opportunities
• Drive development & deployment of automation scripts/workflows
• Lead the analysis, recommendation and deployment of AIOps solutions (e.g., anomaly detection, predictive analytics, root cause analysis).
• Integrate AIOps platforms with existing ITSM, monitoring, and observability tools. - Document recommendations & lead as required
• Architect and maintain a governed CMDB aligned with CSDM best practices
• Ensure accurate service mapping and CI relationships to support impact analysis and change risk predictions
• CMDB health remediation efforts including completeness, staleness, and orphaned records
Data & Analytics
• Ensure effective data ingestion, normalization, and correlation from multiple sources (logs, metrics, events).
• Work with CG & LPL teams to Fine-tune Event Thresholds
• Monitor performance of AIOps models and continuously improve accuracy and relevance.
Weekly & Monthly Performance Tracking
Team & Stakeholder Management
• Conduct training and enablement sessions to build automation capabilities across teams.
• Collaborate with Teams in implemenation & driving AIOPs & Automation
Governance & Compliance
• Define and enforce governance policies for automation and AI usage.
• Ensure security, compliance, and auditability of automated processes.
•Track KPIs and ROI of AIOps and automation initiatives.
Skills & Qualifications
• 7 years of experience in ITOM architecture, preferably with ServiceNow.
• Deep expertise in CMDB, Discovery, Service Mapping, Event Management, and CSDM
• Hands-on experience with Dynatrace, SolarWinds, AlertSite, and other observability platforms
• Strong understanding of ITIL, ITSM, and Change Management processes.
• Certified in one or more areas of ServiceNow/Observability Tools
Tool Function
- Dynatrace -Application & infrastructure monitoring, anomaly detection
- SolarWinds Orion/DPA -Network & database performance monitoring
- AlertSite - Synthetic monitoring
- ServiceNow ITOM - Discovery, orchestration, event management
- CMDB & CSDM - Configuration and service data governance
- LiveNX, ELK, CloudWatch - Supplemental observability tools