Job Description

The final salary or hourly wage, as applicable, paid to each candidate/applicant for this position is ultimately dependent on a variety of factors, including, but not limited to, the candidate's/applicant's qualifications, skills, and level of experience as well as the geographical location of the position.

Applicants must be legally authorized to work in the United States. Sponsorship not available.

Our client is seeking a ServiceNow - Tools Architect in Fort Mill, SC.

• The Tools Architect will lead the design, implementation, and optimization of enterprise-grade IT Operations Management (ITOM) and observability solutions.
• This includes integrating and orchestrating tools such as Dynatrace, SolarWinds, Alert Site, and ServiceNow modules (CMDB, Event Management, CSDM).
• The role is pivotal in working with the customer to drive Event management, Service Now CMDB accuracy, CI Mapping, automation across hybrid environments.

• Be the primary point of contact for all AIOPs & Automation related discussions
• Identify new business opportunities related to AIOPs automation & Tools
• Define and drive the AIOps and automation roadmap/strategy aligned with business goals.
• Collaborate with senior stakeholders to prioritize automation & AIOPs initiatives and ensure alignment with enterprise architecture.
• Evaluate and recommend appropriate tools, platforms, and frameworks for AIOps and Automation

• Oversee the analysis and identification of automation opportunities
• Drive development & deployment of automation scripts/workflows
• Lead the analysis, recommendation and deployment of AIOps solutions (e.g., anomaly detection, predictive analytics, root cause analysis).
• Integrate AIOps platforms with existing ITSM, monitoring, and observability tools. - Document recommendations & lead as required
• Architect and maintain a governed CMDB aligned with CSDM best practices
• Ensure accurate service mapping and CI relationships to support impact analysis and change risk predictions
• CMDB health remediation efforts including completeness, staleness, and orphaned records

• Ensure effective data ingestion, normalization, and correlation from multiple sources (logs, metrics, events).
• Work with CG & LPL teams to Fine-tune Event Thresholds
• Monitor performance of AIOps models and continuously improve accuracy and relevance.
• Weekly & Monthly Performance Tracking

• Conduct training and enablement sessions to build automation capabilities across teams.
• Collaborate with Teams in implementation & driving AIOPs & Automation

• Define and enforce governance policies for automation and AI usage.
• Ensure security, compliance, and auditability of automated processes.
• Track KPIs and ROI of AIOps and automation initiatives.

7+ years of experience in ITOM architecture, preferably with ServiceNow.

Deep expertise in CMDB, Discovery, Service Mapping, Event Management, and CSDM

Hands-on experience with Dynatrace, SolarWinds, Alert Site, and other observability platforms

Strong understanding of ITIL, ITSM, and Change Management processes.

Certified in one or more areas of ServiceNow/Observability Tools

• Dynatrace -Application & infrastructure monitoring, anomaly detection
• SolarWinds Orion/DPA -Network & database performance monitoring
• Alert Site - Synthetic monitoring
• ServiceNow ITOM - Discovery, orchestration, event management
• CMDB & CSDM - Configuration and service data governance
• LiveNX, ELK, CloudWatch - Supplemental observability tools

This position is a contract/temporary role where Hays offers you the opportunity to enroll in full medical benefits, dental benefits, vision benefits, 401K and Life Insurance ($20,000 benefit).

You will be working with a professional recruiter who has intimate knowledge of the industry and market trends. Your Hays recruiter will lead you through a thorough screening process in order to understand your skills, experience, needs, and drivers. You will also get support on resume writing, interview tips, and career planning, so when there's a position you really want, you're fully prepared to get it.

Nervous about an upcoming interview? Unsure how to write a new resume?

Visit the Hays Career Advice section to learn top tips to help you stand out from the crowd when job hunting.

Hays is committed to building a thriving culture of diversity that embraces people with different backgrounds, perspectives, and experiences. We believe that the more inclusive we are, the better we serve our candidates, clients, and employees. We are an equal employment opportunity employer, and we comply with all applicable laws prohibiting discrimination based on race, color, creed, sex (including pregnancy, sexual orientation, or gender identity), age, national origin or ancestry, physical or mental disability, veteran status, marital status, genetic information, HIV-positive status, as well as any other characteristic protected by federal, state, or local law. One of Hays' guiding principles is "do the right thing".
We also believe that actions speak louder than words.
In that regard, we train our staff on ensuring inclusivity throughout the entire recruitment process and counsel our clients on these principles. If you have any questions about Hays or any of our processes, please contact us.

In accordance with applicable federal, state, and local law protecting qualified individuals with known disabilities, Hays will attempt to reasonably accommodate those individuals unless doing so would create an undue hardship on the company. Any qualified applicant or consultant with a disability who requires an accommodation in order to perform the essential functions of the job should call or text .

Drug testing may be required; please contact a recruiter for more information.

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