ServiceNow Architect

At CGI, we’re a team of builders. We call our employees members because all who join CGI are building their own company - one that has grown to 72,000 professionals located in 40 countries. Founded in 1976, CGI is a leading IT and business process services firm committed to helping clients succeed. We have the global resources, expertise, stability and dedicated professionals needed to achieve. At CGI, we’re a team of builders. We call our employees members because all who join CGI are building their own company - one that has grown to 72,000 professionals located in 40 countries. Founded in 1976, CGI is a leading IT and business process services firm committed to helping clients succeed. We have the global resources, expertise, stability and dedicated professionals needed to achieve results for our clients - and for our members. Come grow with us. Learn more at www.cgi.com.
This is a great opportunity to join a winning team. CGI offers a competitive compensation package with opportunities for growth and professional development. Benefits for full-time, permanent members start on the first day of employment and include a paid time-off program and profit participation and stock purchase plans. We wish to thank all applicants for their interest and effort in applying for this position, however, only candidates selected for interviews will be contacted. No unsolicited agency referrals please.

Your future duties and responsibilities

Position: Service Now Architect
Experience: 8-15 Years Category: Development location: Hyderabad / Bangalore Position ID:J1225-0623 Employment Type: Full Time Role Summary We are looking for a highly technical ServiceNow Architect with extensive experience in OMT (Order Management for Telco), TSOM (Telecom Service Orchestration & Management), and the ITOM suite. The role focuses on designing and implementing complex telecom-grade ServiceNow solutions involving Discovery, Service Mapping, Event Correlation, Network Inventory synchronization, Telco service lifecycle orchestration, and large-scale CMDB architecture. The candidate must have deep hands-on capability with ServiceNow internals, integrations, low-level APIs, workflow engines, MID Server architecture, and telecom OSS/BSS data models. Technical Responsibilities 1. Platform Architecture & Core Engineering . Architect multi-application ServiceNow solutions involving OMT, TSOM, ITOM, and custom scoped applications. . Build multi-layer service models for telecom (Network Service Customer) using CSDM 4.0/5.0 concepts. . Design scalable CMDB architecture including class extensions, CI relationships, reconciliation rules, identification rules, and CI normalization pipelines. . Develop distributed MID Server strategies for telecom networks, handling network segmentation, load balancing, and discovery performance tuning. . Establish architectural guardrails for runtime performance, asynchronous execution, and integration throughput. 2. ITOM Implementation (Deep Technical) . Architect advanced Discovery patterns for telecom equipment (RAN, Core, Transport, IP/MPLS). . Configure & extend Service Mapping using horizontal/vertical discovery, probes, patterns, SSH/WMI/SNMP/JDBC integrations. . Implement Event Management with complex alert correlation rules, health scoring, anomaly detection, and multi-source event ingestion. . Build AIOps workflows integrating log analytics, ML-based alert noise reduction, and root-cause algorithms. . Configure Orchestration including Workflow Editor, Flow Designer, Integration Hub, REST/SOAP orchestrations, and script actions. 3. TSOM & OMT (Telco-Focused Technical Work) . Model telecom services using TPs (Technical Products), CSRs (Customer Service Records), and network service constructs. . Implement TSOM Service Order Decomposition and E2E Telco lifecycle management including: Service Catalog modeling for telco offerings Technical Order decomposition rules Activation workflows Network provisioning integrations . Build event-to-service correlation using topology mapping, network hierarchy modeling, and service impact analysis. . Integrate TSOM/OMT with OSS/BSS systems using REST, TMF APIs (TMF622, TMF640, TMF638), and message queues (Kafka, AMQP, MQ). 4. Integration Architecture & Data Pipeline Engineering . Design and implement robust, scalable integrations with: NMS/EMS systems OSS/BSS stacks Inventory & topology systems Alarm/event gateways . Create integration patterns: REST/SOAP MID Server JDBC/PowerShell/Shell Kafka streaming File-based ETL pipelines . Build custom IntegrationHub spokes and transform maps for telecom-specific data ingestion. . Optimize processing of high-volume telecom events (e.g., millions/day) through async queues, ECC optimizations, and batch pipelines. 5. Platform Engineering & Production Operations . Own ServiceNow platform performance tuning (script optimization, DB indexes, table partitioning checks, async job tuning). . Manage production instance operations: Upgrade planning Plugin activation Scoped app maintainability Clustering validation . Implement observability for the ServiceNow platform itself (logs, metrics, error telemetry). . Lead troubleshooting of Discovery failures, MID Server outages, integration errors, and CMDB inconsistencies. Technical Skill Requirements ServiceNow Technical Expertise . 10+ years hands-on with ServiceNow; 5+ as a Platform Architect. . Expert-level knowledge of: OMT & TSOM modules ITOM (Discovery, Service Mapping, Event Management, Orchestration, Health Log Analytics) CMDB design, CSDM implementation, CI lifecycle management Glide API, GlideRecord, Script Includes, UI Policies, Business Rules, Flow Designer . Strong knowledge of MID Server architecture, probe/sensor development, pattern creation. Telecom Technology Expertise . Understanding of telecom network domains: RAN (LTE/5G) Core (EPC/5GC) Transport (DWDM, IP/MPLS) . Practical implementation of service assurance workflows: Fault Event normalization Topology-driven RCA Service Impact Analytics . Familiarity with OSS frameworks and TMF standards. Integration & Development Skills . Strong experience with: REST/SOAP API development OAuth, SAML, JWT, Mutual TLS Kafka, MQ, Webhooks, event bus patterns Custom app development & scoped app versioning . Strong JavaScript ES5/ES6, regex, data parsing, and async execution handling. #LI-SA19

Required qualifications to be successful in this role

Computer Science (BE / BTech / MTech / MS) from Tier I Premier institutes
CGI is an equal opportunity employer. In addition, CGI is committed to providing accommodations for people with disabilities in accordance with provincial legislation. Please let us know if you require a reasonable accommodation due to a disability during any aspect of the recruitment process and we will work with you to address your needs.

Together, as owners, let’s turn meaningful insights into action.
Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because… You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction. Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise. You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons. Come join our team—one of the largest IT and business consulting services firms in the world.