ServiceNow ITOM Solution Consultant (6-9Y)

Company Profile:
Founded in 1976, CGI is among the largest independent IT and business consulting services firms in the world. With 94,000 consultants and professionals across the globe, CGI delivers an end-to-end portfolio of capabilities, from strategic IT and business consulting to systems integration, managed IT and business process services and intellectual property solutions. CGI works with clients through a local relationship model complemented by a global delivery network that helps clients digitally transform their organizations and accelerate results. CGI Fiscal 2024 reported revenue is CA$14.68 billion and CGI shares are listed on the TSX (GIB.A) and the NYSE (GIB). Learn more at cgi.com.
Job Title: ServiceNow ITOM Solution Consultant
Position: Senior Software Engineer/Lead Analyst
Experience: 6-9 Years
Category: Software Development/ Engineering
Shift: Rotational Shift
Main location: Bangalore
Position ID: J0226-1314
Employment Type: Full Time
Education Qualification: Bachelor's degree in Computer Science or related field or higher

Role Summary

Looking for ServiceNow ITOM Architect solution consultant to lead the
architecture, high-level design (HLD), optimization, and governance of all ITOM
capabilities on the ServiceNow platform.
This role is responsible for defining future-state architecture, driving process
improvements, ensuring platform performance and scalability, and enforcing
ServiceNow and industry best practices across the ITOM landscape.
The architect solution consultant will act as the technical authority for ITOM, working
closely with platform teams, ITSM, infrastructure, cloud, and security stakeholders.

Key Responsibilities

ITOM Architecture solution consultant & High-Level Design
. Own and define HLDs for all ServiceNow ITOM capabilities, ensuring
alignment with Amadeus enterprise architecture.
. Design scalable, resilient, and performance-optimized ITOM solutions.
. Define current-state vs future-state architectures and drive roadmap
execution.
. Lead architectural decisions for MID Server strategy (VM,
containerized/Kubernetes, DR, HA).
ITOM Functional Ownership
Act as end-to-end architect for:
. ITOM Discovery (Cloud, Infrastructure, Service Mapping)
. CMDB Architecture, CSDM alignment, and CMDB Health
. Event Management & Alerting
. Operational Intelligence / AIOps
. Service Mapping & Dependency Views
. Cloud Management (where applicable)
. Agent Client Collector (ACC) and modern discovery methods
Process Improvement & Best Practices
. Drive process standardization and optimization across Discovery, CMDB, and
Event Management.
. Define and enforce ServiceNow ITOM best practices, design patterns, and
guardrails.
. Identify performance bottlenecks and lead continuous improvement
initiatives.
. Establish governance models for ITOM configuration, customization, and
integrations.
Platform Performance & Stability
. Ensure ITOM workloads do not negatively impact overall platform
performance.
. Optimize discovery schedules, event processing, ECC queue usage, and
background jobs.
. Define monitoring, alerting, and auto-remediation strategies for long-running
or failed ITOM jobs.
CONFIDENTIAL
Stakeholder Collaboration
. Partner with ITSM, Cloud, Infrastructure, Network, Security, and SRE teams.
. Translate business and operational requirements into technical architecture
and HLDs.
. Provide architectural guidance to developers, admins, and system
integrators.
. Support leadership with architecture reviews, design justifications, and risk
assessments.
Documentation & Governance
. Create and maintain:
o HLDs / LLDs
o Architecture diagrams
o Design decision records
o Best-practice and operating model documentation
. Review and approve ITOM designs and changes from delivery teams.

Required Skills & Experience
Technical Skills
. 8+ years of experience on the ServiceNow platform
. 5+ years of deep hands-on experience with ServiceNow ITOM
. Strong expertise in:
o Discovery architecture & troubleshooting
o CMDB, IRE, CSDM, and data governance
o Event Management & AIOps
o MID Server architecture (scaling, HA, DR)
. Solid understanding of cloud (AWS/Azure/GCP) and on-prem infrastructure
. Experience designing high-volume, enterprise-scale ITOM implementations
Architectural & Process Skills
. Proven experience producing HLDs and future-state architectures
. Strong understanding of ITIL, SRE, and operational processes
. Ability to balance out-of-box capabilities vs customization
. Strong analytical and problem-solving mindset
Certifications (Preferred)
. ServiceNow Certified Technical Architect (CTA) – preferred
. ServiceNow ITOM Implementation Specialist (Mandatory)
. ITIL v4 Certification (Optional)
#LI-NR10

CGI is an equal opportunity employer. In addition, CGI is committed to providing accommodation for people with disabilities in accordance with provincial legislation. Please let us know if you require reasonable accommodation due to a disability during any aspect of the recruitment process and we will work with you to address your needs.

Life at CGI:
It 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

Your future duties and responsibilities

Required qualifications to be successful in this role

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.