ServiceNow Architect

Position Description

Company Profile:

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.

Job Title: ServiceNow Architect

Position: Architect

Experience: 9 yrs to 12 Yrs

Category: Software Development

Main location: Bangalore / Chennai

Position ID: J1125-1296

Employment Type: Full time

Role Summary

Own end‑to‑end architecture for ServiceNow ITOM Health, covering Event Management and Health Log Analytics. Engage directly with clients to lead discovery, shape roadmaps, and design scalable patterns that reduce event noise, speed up triage, and improve service health. Provide technical leadership to development teams and ensure alignment with CMDB/Service Mapping and CSDM.

Experience: 8+ years ServiceNow experience with 2+ years hands‑on ITOM Health architecture.

Your future duties and responsibilities

Key Responsibilities

• Lead client workshops: discovery, requirements, use‑case definition, and success criteria (MTTD/MTTR, noise reduction, actionable insights).
• Design event ingestion strategies via MID Servers, SNMP, syslog, REST, webhooks, and IntegrationHub spokes/connectors.
• Define normalization, de‑duplication, correlation, and aggregation patterns; Event Rules/Alert Rules; CI association and impact policies.
• Leverage Event Intelligence and AIOps (alert clustering, anomaly detection, probable root cause).
• Architect HLA pipelines: source onboarding, parsers/patterns, enrichment, retention and search performance; enable log‑to‑event insights.
• Design incident/major incident auto‑creation, assignment, suppression; maintenance windows; business service health scores.
• Model dependencies with CMDB/Service Mapping; ensure CI data quality and health KPIs for accurate impact analysis.
• Guide integrations with observability tools (Dynatrace, AppDynamics, Datadog, New Relic, Prometheus, Splunk, SolarWinds, etc.).
• Define dashboards, health reports, and executive scorecards; establish operational runbooks and knowledge assets.
• Establish coding standards, release strategy (Update Sets/Scoped Apps), CI/CD, and testing strategy; mentor developers.
• Promote security by design, RBAC, and performance best practices; support compliance requirements.
  
  

Provide thought leadership on Now Assist for ITOM and gen‑AI assisted operations; contribute to proposals/estimates.

Required Qualifications To Be Successful In This Role

Must Have skills:

8+ years ServiceNow experience with 2+ years hands‑on ITOM Health architecture.

Own end‑to‑end architecture for ServiceNow ITOM Health, covering Event Management and Health Log Analytics.

Lead client workshops.

Design event ingestion strategies via MID Servers, SNMP, syslog, REST, webhooks, and IntegrationHub spokes/connectors.

Good to have skills:

• Guide integrations with observability tools (Dynatrace, AppDynamics, Datadog, New Relic, Prometheus, Splunk, SolarWinds, etc.).
• Define dashboards, health reports, and executive scorecards; establish operational runbooks and knowledge assets.
• Establish coding standards, release strategy (Update Sets/Scoped Apps), CI/CD, and testing strategy; mentor developers.
• Promote security by design, RBAC, and performance best practices; support compliance requirements.
  
  

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.

ServiceNow Architect

Job Description

Qualifications – Must Have

• Hands‑on ServiceNow platform expertise with focus on ITOM Health (Event Management & HLA).
• Demonstrated experience architecting high‑volume event/log solutions and normalizing data from multiple tools.
• Strong client‑facing communication and stakeholder management; ability to lead solution walkthroughs.
• Proficiency with REST APIs, scripting (JavaScript/Glide), data models, ACLs/RBAC, and MID Server design.
• Working knowledge of CMDB/CSDM and service dependency mapping; alignment with ITIL v4 and SRE KPIs (MTTD, MTTR, availability, SLOs).
• Experience with Event Intelligence/AIOps and Now Assist for ITOM or equivalent.
  
  

Qualifications – Good To Have

• ServiceNow CSA (Certified System Administrator) – required or to be obtained within 3 months of joining.
• ServiceNow CIS – Event Management; CIS – Discovery and/or Service Mapping (preferred).
• ServiceNow CAD (Certified Application Developer) and micro‑certifications (e.g., IntegrationHub, Flow Designer).
• ITIL v4 Foundation; certifications with major monitoring tools (Dynatrace/AppDynamics/Datadog/New Relic/Splunk).
• Experience with ATF, automated testing, and CI/CD (Jenkins/Azure DevOps/GitLab) for ServiceNow.
• Exposure to cloud and container platforms (AWS/Azure/GCP, Kubernetes) and their observability signals.
• Experience operating in large, distributed enterprises with strong performance/security requirements.
  
  

Work Details

• Location: CGI Bangalore
• Working hours: 12:30 PM – 9:30 PM IST.
• Work mode: Work from CGI Bangalore office
  
  

Soft Skills & Ways of Working

• Clear, concise communication with technical and non‑technical stakeholders; direct client interaction.
• Ownership mindset with bias for action, structured problem‑solving, and attention to detail.
• Ability to mentor/review work and collaborate in Agile/Scrum environments.
• Well‑organized documentation and presentation skills.
• Uphold secure configuration and data privacy policies; follow least‑privilege/RBAC.
• Contribute to continuous improvement of runbooks, playbooks, and operational metrics.
• Maintain high CMDB data quality and service topology accuracy in partnership with visibility teams.
• Deliver to sprint commitments; proactively raise risks and propose mitigations.
  
  

Your future duties and responsibilities

Required Qualifications To Be Successful In This Role

Ensemble, en tant que propriétaires, mettons notre savoir-faire à l’œuvre.

La vie chez CGI est ancrée dans l’actionnariat, le travail d’équipe, le respect et un sentiment d’appartenance. Chez nous, vous pourrez exploiter votre plein potentiel parce que…

Nous vous invitons à devenir propriétaire dès le jour 1 alors que nous travaillons ensemble à faire de notre rêve une réalité. C’est pourquoi nous nous désignons comme associés de CGI, plutôt que comme employés. Nous tirons profit des retombées de notre succès collectif et contribuons activement à l’orientation et à la stratégie de notre entreprise.

Votre travail crée de la valeur. Vous élaborerez des solutions novatrices et développerez des relations durables avec vos collègues et clients, tout en ayant accès à des capacités mondiales pour concrétiser vos idées, saisir de nouvelles opportunités, et bénéficier d’une expertise sectorielle et technologique de pointe.

Vous ferez évoluer votre carrière en vous joignant à une entreprise bâtie pour croître et durer. Vous serez soutenus par des leaders qui ont votre santé et bien-être à cœur et qui vous permettront de saisir des occasions afin de parfaire vos compétences et élargir les horizons.

Joignez-vous à nous, l’une des plus importantes entreprises de conseil en technologie de l’information (TI) et en management au monde.

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