Senior ServiceNow ITOM Architect

Slalom - Enterprise Senior ServiceNow ITOM Architect

As a modern technology company, our Slalom Technologists are disrupting the market and bringing to life the art of the possible for our clients. We have passion for building strategies, solutions, and creative products to help our clients solve their most complex and interesting business problems. We surround our technologists with interesting challenges, innovative minds, and emerging technologies.

What You'll Do:

• As a Senior ITOM Architect, you will serve as a subject matter expert and thought leader for ServiceNow IT Operations Management (ITOM) engagements and pre-sales activities, spanning Discovery, Service Mapping, Event Management, and cloud governance. You will architect, propose, and lead solution delivery based on requirements provided by the Slalom team and clients. Your solutions will be holistic, scalable, and designed with repeatable patterns for maximum productivity. You will engage confidently with both business and technology stakeholders, demonstrating high business proficiency, professional maturity, and executive presence. Your primary responsibility is solution architecture and delivery leadership, paired with advisory work and presales solutions consulting. You will assess the current-state maturity of client ServiceNow platforms, shape and recommend a future state, run gap analysis, build multi-phase roadmaps, and estimate the level of effort required to move clients from where they are to where they want to be. Your advisory focus is ITOM, with the flexibility to advise across peripheral areas of the platform. That said, this is also a techno-functional role. You bring enough process depth to cover for the business process consultant when an engagement calls for it, and enough commercial judgment to support engagement management periodically on scope, estimation, staffing, and delivery planning.
• Lead ServiceNow ITOM implementation workshops to deliver business process designs, technical requirements, user stories, and solution artifacts
• Architect end-to-end ITOM solutions including infrastructure and cloud discovery, service mapping, event and alert correlation, health log analytics, proactive incident avoidance, and CMDB identification and reconciliation
• Develop comprehensive solution design documents and roadmaps from complex infrastructure, discovery, monitoring, and data quality requirements
• Partner with clients using a future-focused mindset to understand their infrastructure estate, hybrid and multi-cloud footprint, monitoring tool sprawl, and availability goals, aligning ServiceNow capabilities to measurable improvements in service uptime and alert noise reduction
• Lead and participate in design workshops, development, testing, deployment, and organizational change activities across enterprise and public sector accounts
• Architect ITOM operating models, CMDB data governance frameworks, discovery and data source precedence strategies, event correlation and noise reduction methodologies, and service mapping approaches
• Ensure quality delivery of ITOM solutions leveraging ServiceNow best practices, platform standards, and proven implementation patterns
• Advise executive stakeholders on service availability posture, monitoring tool rationalization, CMDB data quality, automation opportunities, and IT operations maturity
• Flex into business process consultant work on an as-needed basis, running discovery and design sessions, eliciting requirements, and writing epics, user stories, and acceptance criteria when an engagement calls for it
• Support engagement management periodically, contributing to scope definition, estimation, staffing plans, risk and dependency management, and delivery planning alongside the engagement lead
• Mentor teammates on ITOM platform best practices including Discovery patterns and MID Server design, Service Mapping, Event Management and alert rules, CMDB identification and reconciliation, and integration architecture
• Conduct current-state maturity assessments of client ServiceNow platforms, benchmarking ITOM capability, CMDB health, process adoption, and technical debt against leading practice
• Define and recommend future-state platform architectures and ITOM target operating models, then run structured gap analysis between current and future state
• Build phased transformation roadmaps that sequence ITOM capability delivery against client priorities, dependencies, risk tolerance, and funding cycles
• Estimate level of effort, duration, and resourcing for transition and transformation programs, translating roadmap phases into defensible scope and investment cases
• Advise beyond core ITOM into peripheral platform areas including ITSM, ITAM, SecOps, Enterprise Architecture, and Data Foundations where client outcomes depend on them
• Lead presales solutions consulting, partnering with sales and account teams on opportunity shaping, client discovery, solution demonstrations, oral presentations, and proposal defense
• Respond to Requests for Information and Proposals (RFIs/RFPs) with authoritative ITOM content, implementation approaches, and value propositions
• Contribute to practice development through delivery accelerators, thought leadership, industry insights, and ITOM-focused client offerings
• Collaborate across ServiceNow ITOM and adjacent workflows including IT Service Management, IT Asset Management, Security Operations, Enterprise Architecture, AI, and Data Foundations to deliver integrated platform solutions

What You'll Bring:

You are a seasoned IT Operations Management practitioner who thrives in complex enterprise environments and has a track record of delivering transformational ServiceNow ITOM implementations. You lead from the architecture seat, you are credible in front of a client executive during an advisory assessment or a presales pursuit, and you are equally comfortable stepping into process work or helping steer an engagement when the team needs it.

• 7+ years of hands-on ServiceNow ITOM design and delivery experience, with deep expertise across IT Operations Management, Discovery, Service Mapping, Event Management, or Cloud Provisioning and Governance
• Proven ability to deliver complex implementations with multiple stakeholders, recommending and executing solutions that drive measurable business value, adoption, and organizational alignment
• Passion for leveraging ServiceNow ITOM to streamline infrastructure and operations, improve operations engineer and service owner experiences, and bring visibility and control to service health across hybrid and multi-cloud estates
• Ability to communicate and build relationships at all levels of an organization, from infrastructure and operations leads and platform teams to VP of Infrastructure, CIO, and C-suite executives, translating infrastructure, availability, and data quality concepts for both technical and non-technical audiences
• Strong consultative approach with the ability to assess ITOM and CMDB maturity, define roadmaps, manage client expectations, and deliver on tight schedules with high attention to detail
• Experience leading solution design across infrastructure and cloud discovery, service mapping, event and alert correlation, health log analytics, proactive incident avoidance, and CMDB identification and reconciliation
• Enough process and functional fluency across infrastructure operations, event and alert handling, and CMDB data governance to run a requirements or design workshop and cover for the business process consultant when needed
• Commercial and delivery judgment sufficient to support engagement management periodically, including estimation, scope and change control, staffing models, and risk management
• Demonstrated ability to act as a trusted advisor and relationship manager to client stakeholders throughout engagement lifecycles
• Advisory consulting experience with an ITOM focus and the flexibility to engage on peripheral areas of the ServiceNow platform, advising clients on capability strategy rather than implementation alone
• Proven experience assessing current-state platform maturity, defining future-state architecture, performing gap analysis, and producing phased t