ServiceNow AIOps Architect / Toronto, ON / Onsite - (FTE)

Job Description: ServiceNow AIOps Architect

Location: Toronto, ON

Work Mode: Onsite

Role Overview

We are seeking an experienced ServiceNow AIOps Architect to lead end-to-end architecture and solution design for enterprise IT Operations Management (ITOM) and AIOps initiatives. The ideal candidate will have deep expertise in ServiceNow ITOM, Event Management, CMDB, Service Mapping, intelligent event correlation, automation, and enterprise integrations.

This role will focus on improving service availability, reducing event noise, enabling proactive incident prevention, and driving operational efficiency through scalable, secure, and service-aware ServiceNow solutions.

Key Responsibilities

• Lead end-to-end solution architecture and design for ServiceNow AIOps and IT operations transformation initiatives.
• Architect AIOps solutions for event ingestion, correlation, deduplication, alert prioritization, anomaly detection, service health monitoring, and operational intelligence.
• Design and oversee integrations between ServiceNow and enterprise monitoring, observability, cloud, network, infrastructure, application performance, and security platforms.
• Define CMDB architecture, service topology, Configuration Item (CI) relationships, and service dependencies to enable accurate event correlation and business impact analysis.
• Design automated incident management and remediation workflows, including incident creation, enrichment, assignment, escalation, resolution, and closure.
• Develop high-level architecture designs, solution blueprints, data flows, integration specifications, and technical design documents aligned with business and operational requirements.
• Establish architectural standards and best practices for scalability, availability, performance, security, maintainability, and platform governance.
• Review technical designs and implementations to ensure compliance with ServiceNow best practices, enterprise architecture standards, and platform capabilities.
• Collaborate with SRE, IT operations, infrastructure, application development, security, and enterprise architecture teams to deliver integrated solutions.
• Identify architectural risks, integration dependencies, CMDB data-quality issues, and operational constraints, and define appropriate mitigation strategies.
• Maintain architecture documentation, architecture decision records, reusable design patterns, and operational support models.
• Provide technical leadership and guidance throughout development, testing, deployment, production stabilization, and continuous improvement.

Required Skills and Qualifications

• Extensive hands-on experience in ServiceNow architecture, with strong expertise in AIOps, ITOM, and enterprise IT service operations.
• Strong knowledge of ServiceNow ITOM capabilities, including:
• Event Management
• Health Log Analytics
• Discovery
• Service Mapping
• Operational Intelligence and service health monitoring
• Proven experience designing AIOps solutions for event correlation, noise reduction, alert prioritization, anomaly detection, and proactive incident prevention.
• Deep understanding of CMDB, Common Service Data Model (CSDM), Configuration Items, service topology, dependency mapping, and service-aware monitoring.
• Experience integrating ServiceNow with enterprise observability, monitoring, cloud, network, infrastructure, application performance monitoring (APM), and security tools.
• Strong understanding of REST/SOAP APIs, IntegrationHub, MID Server, web services, event ingestion, and enterprise integration patterns.
• Experience designing automated workflows and remediation solutions using Flow Designer, IntegrationHub, orchestration, and related automation capabilities.
• Strong understanding of ITSM processes, including Incident, Problem, Change, and Major Incident Management, and their integration with ITOM/AIOps workflows.
• Experience defining platform architecture, security controls, governance frameworks, reusable design standards, and scalable integration patterns.
• Ability to evaluate out-of-the-box capabilities versus customization and minimize technical debt.
• Excellent analytical, problem-solving, communication, stakeholder management, and technical leadership skills.

Key Expectations and Deliverables

• Deliver scalable, secure, resilient, and maintainable ServiceNow AIOps architecture aligned with enterprise operational objectives.
• Improve service availability and operational efficiency through intelligent event management, automation, and proactive issue identification.
• Reduce alert noise, duplicate events, and manual intervention through event correlation, prioritization, enrichment, and automated remediation.
• Enable reliable integrations between ServiceNow and enterprise monitoring, observability, cloud, infrastructure, and application platforms.
• Improve CMDB accuracy and service topology visibility to support reliable impact analysis and service-aware operations.
• Promote adoption of standard ServiceNow capabilities while minimizing unnecessary customization and technical debt.
• Establish architecture governance and provide technical direction throughout the solution lifecycle.
• Ensure production readiness through effective architecture validation, operational documentation, stakeholder alignment, and continuous improvement.

Preferred Experience

• ServiceNow Certified Technical Architect (CTA), Certified Master Architect (CMA), or relevant architecture-level certifications, where applicable.
• ServiceNow Certified Implementation Specialist (CIS) certifications in ITOM or related modules.
• Experience delivering large-scale ServiceNow ITOM/AIOps implementations in complex enterprise environments.
• Experience working with enterprise observability and monitoring tools such as Splunk, Dynatrace, Datadog, AppDynamics, or Prometheus/Grafana.
• Familiarity with cloud platforms, infrastructure automation, SRE practices, and enterprise operational resilience.