ServiceNow ITOM / AIOps Solution Architect

Position: ServiceNow ITOM / AIOps Solution Architect

Location: Hybrid- Toronto, ON

Job type: Full-time/Permanent hiring

We are seeking a highly strategic and hands-on ServiceNow ITOM / AIOps Solution Architect to lead the end-to-end architecture of our IT operations transformation initiatives. In this enterprise-level role, you will design modern AIOps frameworks for event ingestion, noise reduction, anomaly detection, and automated remediation. You will bridge the gap between deep infrastructure observability and platform workflow automation, establishing scalable architectural standards and robust CMDB governance across the enterprise.

Core Responsibilities

• Solution Architecture & Strategy: Lead the high-level architecture and technical specifications for ServiceNow ITOM and AIOps platforms, translating complex operational needs into scalable data flows and design patterns.
• AIOps & Event Management: Design advanced configurations for event ingestion, rule-based correlation, alert prioritization, anomaly detection, and operational intelligence to drive service health visibility.
• Enterprise Integration Design: Architect robust, low-latency integrations between ServiceNow and third-party monitoring, observability (APM), cloud providers, network, and infrastructure platforms.
• CMDB & Service Topology: Define dependencies across the Configuration Management Database (CMDB) and Common Service Data Model (CSDM) to ensure accurate service-mapping and automated impact analysis.
• Workflow Automation & Remediation: Design automated incident creation, data enrichment, orchestration, and closed-loop self-remediation pipelines using Flow Designer and IntegrationHub.
• Governance & Best Practices: Establish technical guardrails, review solution designs, maintain architecture decision records, and minimize technical debt by prioritizing out-of-the-box platform capabilities.

Required Technical Skills

• ServiceNow ITOM Architecture: Deep, proven expertise across the entire ServiceNow ITOM suite, specifically Event Management, Health Log Analytics (HLA), Discovery, and Service Mapping.
• AIOps Frameworks: Extensive experience implementing operational intelligence, automated noise reduction models, and proactive incident prevention architectures.
• CSDM Alignment: Comprehensive knowledge of the Common Service Data Model (CSDM), service topology dependencies, Configuration Items (CIs), and relationship mappings.
• Integration Technologies: Strong mastery of REST/SOAP APIs, IntegrationHub, MID Server configurations, and multi-platform event ingestion patterns.
• Flow & Workflow Automation: Hands-on experience developing advanced automation workflows via Flow Designer and platform orchestration utilities.
• ITSM Processes: Strong understanding of core ITSM workflows (Incident, Problem, Change, and Major Incident Management) and how they intersect with AIOps platform alerts.