ServiceNow Architect

Architect · 10+ yrs  |  Remote / hybrid  |  Reports to: Codvo Delivery Lead  |  Openings: 1

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

• CSA — Certified System Administrator
• CAD — Certified Application Developer

Preferred: 

• CIS — ITOM Event Management
• CIS — Discovery
• CTA — Certified Technical Architect (or on track)