Staff, APM SPM CSDM Solution Architect (within the ServiceNow platform)

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Your New Role:

The Staff, APM | SPM | CSDM Solution Architect will play a critical role in the evolution and governance of the Common Service Data Model (CSDM) within the ServiceNow platform. Based in Atlanta and reporting to the Senior Manager of Platform Architecture - ServiceNow, this role will serve as a key technical authority on service modeling, data architecture, and integration strategy across the enterprise.

This role requires deep expertise in the full CSDM framework, including its alignment with ServiceNow's CMDB, service portfolio, and application portfolio management (APM). The CSDM Service Architect will work closely with the Enterprise Service Architecture team to ensure that services and applications are modeled accurately and consistently, enabling effective service delivery, reporting, and automation.

The ideal candidate will have a strong background in enterprise architecture, cloud computing, integration architecture, and API design, with a proven ability to translate complex business requirements into scalable, sustainable technical solutions.

Your Role Accountabilities:

Service Architecture & Modeling

• Champion the complete lifecycle management of the CSDM model, aligning it extensively with enterprise architecture frameworks and business process integration.

• Develop and refine architecture strategies that incorporate service management principles and CSDM framework enhancements within ServiceNow.

• Guide and shape strategic decisions related to service and application architectures that directly impact enterprise-wide technology deployments.

• Define and maintain service models that accurately represent business, application, and infrastructure services.

• Ensure consistent use of CSDM across all ServiceNow modules, including ITSM, ITOM, APM, and Service Portfolio Management.

• Lead the deployment, configuration, and ongoing optimization of CSDM within ServiceNow, ensuring it supports service management goals and enterprise architecture.

• Act as a liaison between the architecture team and other IT and business units, ensuring alignment of CSDM with operational needs and strategic objectives.

• Evaluate and integrate best practices and industry standards in service management and data architecture to enhance functional and system performance.

• Support the integration of APM with other ServiceNow modules such as CMDB, ITBM, and GRC to enable holistic portfolio insights.

• Act as a subject matter expert and advisor to project teams, ensuring architectural alignment and data integrity.

• Oversee and capture the robust application and integrations landscape to ensure proper representations in the CSDM model

• Stay ahead of technological advancements, push for the adoption of cutting-edge solutions that can enhance service architecture, and ensure alignment with the broader IT landscape.

• Drive the utilization of ServiceNow's capabilities in new and innovative ways that fulfill both current and future business requirements.

• Build strong relationships across the organization, particularly within IT departments, to drive awareness and adoption of CSDM and service architecture principles.

• Collaborate effectively with Enterprise Service Architecture and other relevant teams to ensure strategic coordination and execution of architecture projects.

• Provide expert advice and consultation on CSDM and service architecture, participating in workshops and training sessions to elevate organizational capabilities.

• 7+ years of experience in enterprise architecture, service modeling, or platform architecture, with at least 3 years focused on ServiceNow.

• Deep expertise in the Common Service Data Model (CSDM) and Application Portfolio Management (APM) within ServiceNow.

• Strong understanding of CMDB design, service portfolio management, and application lifecycle management.

• Experience with integration architecture, APIs, and cloud-native technologies (e.g., AWS, Azure, GCP).

• Proven ability to work across technical and business teams to drive alignment and adoption of architectural standards.

• Bachelor's degree in Computer Science, Information Systems, or a related field (Master's preferred).

• ServiceNow Certified System Administrator and Certified Implementation Specialist (CSDM, CMDB, APM, or ITOM).

• TOGAF or other enterprise architecture certification.

• Experience with data modeling tools and techniques.

• Familiarity with ITIL practices and service management frameworks.

• Experience with application rationalization, technology risk assessments, and business capability mapping.