ServiceNow ITOM Architect - LATAM

Excellent opportunity to work REMOTELY with a U.S.-based company. Candidates living in Mexico, Central, or South America are welcome to apply.

About the Company

Bydrec, Inc. is a California-based company that connects top Tech talent from Latin America with U.S. companies looking to expand their development teams. Learn more at bydrec.com.

About the Role
We are looking for a highly skilled ServiceNow ITOM Architect/Senior Consultant who will own and lead the end-to-end ITOM implementation.
The resource will be responsible for driving customer workshops, requirements gathering, solution design, implementation, ITOM capabilities, including Discovery, Event Management, Service Mapping, and Integrations. This role requires full ownership of delivery and close collaboration with business stakeholders, infrastructure teams, and third-party vendors to ensure scalable, reliable, and business-aligned ITOM solutions.
Should have strong knowledge in OOB ITOM AI capabilities.

Key Responsibilities

• Design and implement ServiceNow Discovery for on-premises, cloud, and hybrid environments.
• Configure MID servers, credentials, schedules, probes, and sensors. Ensure proper CMDB loading and maintenance, in accordance with the CSDM.
• Troubleshoot discovery issues and optimize performance and coverage.
• Validate CI relationships and data quality through reconciliation and normalization.
• Design and implement a top-down, tag-based service mapping.
• Define business services, application services, and dependencies.
• Collaborate with application and infrastructure teams to validate service maps.
• Ensure that service maps support incident, change, and event management use cases.
• Implement and configure ServiceNow Event Management (ITOM Health).
• Integrate monitoring tools (e.g., Dynatrace, Splunk, SolarWinds, CloudWatch, and Solaris, etc.). Configure event rules, alert aggregation, correlation, and noise reduction.
• Enable automated workflows for incident creation and remediation.
• Support for status dashboards and service status views.
• Design and develop integrations using REST, SOAP, MID Server, and IntegrationHub.
• Implement bidirectional integrations with monitoring, asset, and third-party systems.
• Manage authentication methods (OAuth, Basic, API Keys, Certificates).
• Ensure secure, scalable, and high-performance integrations.
• Define the ITOM architecture aligned with standards and business best practices.
• Ensure CMDB governance, data quality, and CSDM compliance.
• Provide technical guidance and mentorship to junior developers and consultants.
• Support solution design, estimations, and pre-sales activities as needed.

Required Skills & Experience

• 8 - 12+ years in IT Service Management, with strong hands-on experience in ServiceNow ITOM.
• Strong Hands-on Experience with ServiceNow ITOM Modules:
• Discovery, Service Mapping., Event Management (ITOM Health).
• Deep understanding of CMDB, CI relationships, and CSDM framework.
• Experience with MID Server architecture and infrastructure protocols (SNMP, WMI, SSH, PowerShell, APIs).
• Proven expertise in ServiceNow scripting (JavaScript, Business Rules, Script Includes).
• Experience with monitoring tools integrations.
• Strong troubleshooting and problem-solving skills.
• Strong expertise on OOB AI ITOM use cases implementation.