Codvo.ai - ServiceNow Architect - ITSM/CMDB/ITOM Modules

Architect : 10+ yrs | Remote / hybrid | Reports to : Codvo Delivery Lead | Openings : 1.About Us : At Codvo, we build scalable, future-ready digital platforms that drive real business impact.We foster a culture of innovation, collaboration, and ownershipwhere designers work closely with product and engineering teams to deliver high-quality, user-centered experiences.If you thrive in complex product environments and care deeply about design quality from concept to production, this role is for you.Role Summary : Own the end-to-end ServiceNow architecture for a 24/7 telecom NOC : migration from legacy ITSM, CMDB/CSDM data model, ITOM Event Management, and all integrations enabling closed-loop ticketing.Codvo is building a ServiceNow delivery pod for a telecommunications operator that runs a 24/7/365 Network Operations Center (NOC) across North America.The operator is moving off a legacy ITSM platform onto ServiceNow.The first goal is closed-loop ticketing : bring live network health into the ticket during a customer call, correlate alarms from several sources to the right troubleshooting guide, and trigger log collection and corrective actions in place of manual follow-up.Network KPI data lives in a lakehouse that agents pull by hand today, and a large catalog of network KPIs has no clear mapping to specific faults.You help build the platform and the integrations that close that loop.What You Will Own : - Target architecture across ITSM, ITOM (Event Management, Service Mapping, Discovery), and CSM with CMDB/CSDM as the foundation.- Migration design off legacy ITSM : data model mapping, ticket history, and a cutover plan that maintains 24/7 support.- Closed-loop flow : network KPI and alarm data into Event Management, alarm-to-alert correlation, incident creation with blast radius, and a change gate before network-side actions.- Integration architecture to the lakehouse (KPI reports), contact center (call-to-ticket linkage), and the NeIO agent layer.- AI data-sovereignty pattern : where reasoning runs, what crosses instance boundaries, and an air-gapped on-prem option.- Platform standards : scoped apps, pipeline/update-set strategy, environment topology, security, and ACL model.Responsibilities : - Translate operations requirements into a ServiceNow solution design and phased roadmap.- Run CMDB/CSDM design so day-one data is clean enough for routing, root cause analysis, and AI.- Make build, buy, and configure decisions; fill gaps with NeIO where ServiceNow doesn't fit.- Review Tech Lead and developer designs; own technical quality and non-functional requirements (availability, audit, traceability).- Serve as technical point of contact to customer data and integration leads on scope and sequencing.First 90 Days : - Signed-off target architecture and CMDB/CSDM design.- Working closed-loop proof on one alarm signature, end to end.- Migration and cutover plan agreed with the operations team.Must Have : - 10+ years in enterprise software; 6+ years on ServiceNow as architect or lead architect.- Deep ITOM : Event Management, Service Mapping, Discovery, and MID Server topology.- CMDB and CSDM design at production scale; you have owned a CMDB other teams depend on.- Delivered at least one migration from a legacy ITSM platform to ServiceNow.- Integration architecture : IntegrationHub, REST/SOAP, MID Server, event ingestion from external data platforms.- Contact center platform integration experience (NICE InContact, Genesys, or Amazon Connect).- Security and ACL design in regulated or data-sensitive environments.Nice to Have : - Telecom or NOC background; TM Forum APIs; ServiceNow TSM/TSOM.- Lakehouse integration patterns (Databricks preferred) for real-time KPI surfacing.- ServiceNow Knowledge Management : KB lifecycle, feedback loops, knowledge-centered service.- ServiceNow Performance Analytics for NOC operational dashboards.- ServiceNow AI : Now Assist, AI Agents, Predictive Intelligence, grounding/evaluation patterns.- Integration contracts for external AI/LLM platforms : webhook handoffs, async response handling, confidence-threshold-gated automation.- Air-gapped or on-prem ServiceNow and OpenShift deployment.Certifications : 1. Required : - CSA Certified System Administrator.- CAD Certified Application Developer.2. Preferred : - CIS ITOM Event Management.- CIS Discovery.- CTA Certified Technical Architect (or on track). (ref:hirist.tech)