Servicenow Architect

Role & responsibilities

• Implement automated workflows for creation and maintenance of Configuration Items (CIs) from requests, ordered catalogue items, and other sources.
• Apply and enforce the

  Common Service Data Model (CSDM)

  for both service and technical CIs.
• Analyse, Configured & Integrate CIs in T-Systems standard CMDBs (ServiceNow, HP AM CDS, ITSM).
• Migration of existing CI database to ServiceNow CMDB.
• Configured CI data maintenance and reconciliation procedures to ensure accuracy and completeness.
• Develop, update, and maintain process documentation and Work Instructions (WI), including definitions of mandatory fields, relationships, and reconciliation procedures.
• Establish

  data quality checks

  and implement corrective actions and continuous improvement measures.
• Participate in project audits, workshops, and governance reviews.
• Collaborate with engineers and architects when new technologies are introduced into the CMS infrastructure.
• Define, track, and report

  internal SACM KPIs

  , including advisory on KPI performance, root cause analysis for quality decreases, and mitigation planning.
• Provide knowledge-sharing, data exports, and approvals to colleagues in ServiceNow, HP AM CDS, and ITSM.
• Support

  data transformation and validation

  to ensure consistency during database transfers into ServiceNow.

Preferred candidate profile

• Strong expertise in

  ServiceNow (CMDB, SACM, ISP, and CSDM)

  .
• Solid understanding of

  Configuration Management processes

  and ITIL practices.
• Hands-on experience with

  data quality management, validation, and reconciliation

  .
• Ability to write, update, and maintain

  process documents and work instructions

  .
• Strong analytical skills to track KPIs, perform root cause analysis, and propose improvement measures.
• Excellent stakeholder engagement, with the ability to consult, train, and guide colleagues.