Role Overview
We're seeking a senior ServiceNow Architect to own the end-to-end technical design and delivery of a ServiceNow platform for a major North American telecommunications operator. You'll architect the migration from legacy ITSM onto ServiceNow, design the CMDB/CSDM data model, and build the integrations that enable closed-loop ticketing in a 24/7/365 Network Operations Center. This is a high-impact role where your decisions directly improve operational efficiency and customer support for millions of users.
What You'll Do
- Design the target architecture across ITSM, ITOM (Event Management, Service Mapping, Discovery), and CSM, establishing the CMDB/CSDM data model as the foundation for all downstream automation and AI reasoning.
- Lead the migration strategy from the legacy ITSM platform to ServiceNow, including data model mapping, ticket history preservation, and a cutover plan that maintains 24/7 operational continuity.
- Own the closed-loop ticketing flow: architect the ingestion of network KPI and alarm data into Event Management, design alarm-to-alert correlation logic, and define incident creation with blast radius analysis from Service Mapping.
- Build integration architecture to the data lakehouse (KPI reports), contact center platforms (call-to-ticket linkage), and the NeIO agent layer for retrieval-augmented root cause assistance.
- Define the AI data-sovereignty pattern: determine where reasoning runs, what data crosses the instance boundary, and design an air-gapped on-premises option for sensitive operational data.
- Establish platform standards including scoped applications, pipeline and update-set strategy, environment topology, security models, and ACL frameworks.
- Review technical designs from the delivery team; own quality gates for non-functional requirements including availability, audit trails, and traceability.
- Partner with customer stakeholders as the technical point of contact on data integration and operations requirements, translating business needs into phased delivery roadmaps.
What We're Looking For
Required Experience & Skills:
- 10+ years in enterprise software delivery; 6+ years as a ServiceNow architect or lead architect
- Deep expertise in ITOM: Event Management, Service Mapping, Discovery, and MID Server topology
- Proven experience designing and owning production-scale CMDB and CSDM implementations that other teams depend on
- Delivered at least one migration from a legacy ITSM platform to ServiceNow
- Strong integration architecture skills: IntegrationHub, REST/SOAP APIs, MID Server, and event ingestion from external data platforms
- Experience integrating contact center platforms (NICE InContact, Genesys, or Amazon Connect) for call-to-ticket workflows
- Security and ACL design experience, with demonstrated work in regulated or data-sensitive environments
- Proficiency in frontend and backend development, cloud practices, and database design
- Scrum/Agile process management experience
Required Certifications:
- CSA (Certified System Administrator)
- CAD (Certified Application Developer)
Nice to Have
- Telecom or Network Operations Center background; familiarity with TM Forum APIs and ServiceNow Telecommunications (TSM/TSOM)
- Lakehouse integration patterns, particularly Databricks, for real-time KPI surfacing in ticket context
- ServiceNow Knowledge Management expertise: KB0 lifecycle, feedback loops, and knowledge-centered service
- ServiceNow Performance Analytics and NOC operational dashboarding
- ServiceNow AI experience: Now Assist, AI Agents, Predictive Intelligence, and grounding/evaluation patterns
- Integration with external AI/LLM orchestration platforms: webhook-based event handoffs and confidence-threshold-gated automation
- Air-gapped or on-premises ServiceNow and OpenShift deployment experience
- CIS (ITOM Event Management or Discovery) or CTA (Certified Technical Architect) certifications
What We Offer
- Remote work with flexible scheduling (shift: 2:30 PM – 11:30 PM)
- Opportunity to architect a transformational platform for a major telecommunications operator
- Collaborative environment with a 200+ person AI engineering firm (1000+ with partners)
- Work on cutting-edge AI and automation in regulated industries
- Exposure to modern platforms: ServiceNow, Snowflake, Databricks, AWS, and proprietary NeIO technology
- 6-to-8-week PI delivery cycles with clear milestones and measurable impact
- Professional growth through complex, high-visibility technical challenges
About CODVO.AI
Codvo is an AI engineering firm specializing in production AI solutions for regulated industries including healthcare, oil and gas, telecom, and data centers. We're platform-agnostic, integrating best-of-breed tools like ServiceNow, Snowflake, Databricks, and AWS while filling gaps with our proprietary NeIO platform. We deliver measurable outcomes through disciplined, iterative delivery and deep domain expertise.