Offshore ServiceNow ITOM Architect (8-Week Implementation Contract)

We are seeking a highly skilled Offshore ServiceNow ITOM Architect for a short-term (8-week) implementation engagement. This role is focused on rapidly delivering core ITOM capabilities, including service modeling, service mapping, and event management, while establishing a strong architectural foundation aligned with CSDM best practices.

This is a hands-on delivery role with a clear focus on speed, quality, and measurable outcomes.

Key Responsibilities

• Define and implement CSDM-aligned service modeling standards, including ownership and SLA structures 
• Lead creation of 15–20 business and application services within the CMDB 
• Architect and enable event ingestion from observability tools (e.g., Dynatrace or similar) 
• Design and tune event rules, correlation logic, and incident response policies 
• Oversee Service Mapping for 8–12 priority services across web, application, and database tiers 
• Ensure accurate CI relationships, binding, and data integrity within the CMDB 
• Develop runbooks, SOPs, and operator enablement materials 
• Deliver dashboards and initial KPI reporting (event quality, service coverage, etc.) 
• Produce a documented backlog and roadmap for post-implementation expansion 

Deliverables

• CSDM-based service modeling standards and governance approach 
• 15–20 modeled services with defined ownership and SLAs 
• 8–12 mapped services with validated CI relationships 
• Event ingestion configured and operational with initial correlation rules 
• Incident policies aligned with event management 
• Operator runbooks and enablement documentation 
• Dashboards and KPI baseline reporting 
• 90-day roadmap and prioritized backlog for continued maturity 

Required Qualifications

• 8+ years of ServiceNow experience with strong ITOM specialization 
• Proven hands-on experience with: 
  • ServiceNow Discovery and Service Mapping 
  • Event Management and alert correlation 
  • CMDB architecture and CSDM 
• Experience integrating observability tools (Dynatrace, Splunk, etc.) with ServiceNow 
• Strong understanding of infrastructure environments (cloud and on-prem) 
• Demonstrated ability to deliver fast-paced, outcome-driven implementations 
• Excellent communication skills working with distributed/offshore teams 

Preferred Qualifications

• ServiceNow certifications (CSA, CIS-ITOM, CAD) 
• Experience with AIOps or ITOM Health 
• Familiarity with KPI-driven operational improvement (MTTR, alert reduction, service coverage) 

Success Criteria

• Rapid delivery of modeled and mapped services within 8 weeks 
• High-quality event ingestion and correlation baseline established 
• Accurate CI-to-service binding and CMDB integrity 
• Clear documentation and enablement for client operational teams 

Work Model

• Offshore role with required overlap with US business hours 
• Full-time commitment for the 8-week engagement 
• Highly collaborative with client stakeholders and delivery team