Job Summary
We are seeking an experienced Intelligent IT Operations & Automation to design, build, and govern scalable IT operations solutions that reduce manual effort, improve service reliability, and enable data‑driven operational decision making. The role focuses on ServiceNow ITSM/ITOM, automation orchestration, AI-driven insights, and integration with infrastructure and platform ecosystems.
The Solution Architect will translate business and operational needs into robust technical architecture, guide implementation teams, and act as a trusted advisor to stakeholders across IT, operations, and leadership.
Key Responsibilities
Architecture & Solution Design
- Design end‑to‑end architectures for ITSM, ITOM, and AIOps solutions aligned to enterprise standards.
- Define architectural blueprints for incident, request, change, problem, and CMDB-driven workflows.
- Ensure solutions are scalable, secure, highly available, and aligned with target‑state IT strategy.
- Perform gap analysis between current-state operations and future-state capabilities.
Automation & Orchestration
- Architect and govern automation playbooks using tools such as Ansible, AWX, or equivalent orchestration platforms.
- Enable deterministic and probabilistic automation for operational events, changes, and remediation.
- Integrate ServiceNow with specialized agents (e.g., vSphere, storage health, Linux automation agents).
- Promote “automation-first” and “shift-left” operational models.
ServiceNow Platform Leadership
- Lead solutioning for ServiceNow ITSM, ITOM (Discovery, Event Management, Service Mapping), CMDB, and integrations.
- Define CMDB data models, reconciliation strategies, and lifecycle governance.
- Ensure best practices for performance analytics, dashboards, notifications, and operational KPIs.
- Guide upgrades, platform optimization, and roadmap planning.
Analytics, Insights & AI Enablement
- Design environment-on-change analytics to assess operational impact and risk.
- Leverage relevance scoring and knowledge retrieval mechanisms to improve operator efficiency.
- Contribute to AI-driven diagnostics, correlation, and predictive operations where applicable.
- Translate operational data into actionable insights for leadership and stakeholders.
Stakeholder & Delivery Collaboration
- Act as a trusted technical advisor to business, IT operations, and program leadership.
- Partner with delivery, DevOps, SRE, and infrastructure teams to ensure solution adoption.
- Produce high-quality architecture documentation, diagrams, and technical standards.
- Support RFP responses, solution estimations, and technical governance reviews.
Required Skills & Experience
Technical Skills
Hands-on experience with automation