Service Architect (ServiceNow)

TL;DR

Service Architect (ServiceNow): Designing and implementing end-to-end service management workflows and CMDB structures for aviation technology solutions with an accent on scalability and observability. Focus on integrating ServiceNow with Datadog, architecting product support workflows for hundreds of products, and leading hybrid delivery teams.

Location: Remote, but travel to London is preferred (ideally once a week)

Company

hirify.global is an AI-powered cloud partner specializing in aviation technology innovation to improve operational efficiency for airlines.

What you will do

• Lead end-to-end service design and implementation within ServiceNow and its CMDB.
• Design automation workflows and configuration to support scalable service delivery across several hundred products.
• Architect product management and support workflows for a platform-based product delivery model.
• Implement Dynamic CIs for product discovery and association within the CMDB.
• Integrate ServiceNow with observability tools, specifically Datadog, for proactive monitoring.
• Lead and coordinate hybrid delivery teams and act as a trusted advisor on ITSM best practices.

Requirements

• Significant experience in end-to-end service design within ServiceNow.
• Deep expertise in ServiceNow CMDB, including structure and automation workflow design.
• Proven experience designing product management and support workflows at scale.
• Hands-on experience with Dynamic CIs and integration with observability platforms like Datadog.
• Ability to lead hybrid teams in a consulting or client-facing environment.
• Preference for candidates based in the UK or able to travel to London weekly.

Nice to have

• Familiarity with AWS cloud infrastructure and services.
• Experience with Confluent Cloud or event-driven architectures.
• ITIL certification or equivalent service management qualifications.
• Previous experience in aviation, travel, or similarly complex, product-heavy industries.

Culture & Benefits

• Opportunity to work on innovative AI-powered solutions transforming the aviation industry.
• Collaborative and forward-thinking engineering culture with exposure to cutting-edge cloud technologies.
• Professional development and career advancement opportunities.
• Flexible working environment with competitive salaries based on experience.