ServiceNow ITOM Solution Architect

Location: Madrid About the Role We are seeking an experienced Automation Lead to drive IT infrastructure and end-user automation initiatives. This role will lead optimization across monitoring, digital experience, and ServiceNow ITOM to improve operational efficiency, reduce incidents, and enhance the digital employee experience. Key Responsibilities - Lead the automation roadmap across infrastructure, monitoring, and workplace services. - Optimize alerting and monitoring (Centreon, Azure Monitor) to reduce noise and improve incident response. - Enhance and expand Nexthink use cases to proactively resolve top end-user issues and improve DEX scores. - Define and operationalize automation workflows using ServiceNow ITOM and last-mile tools (Ansible, SCCM, Intune). - Analyze incident, alert, and ticket trends to identify automation opportunities. - Collaborate with engineering, workplace, and business teams to deliver scalable automation solutions. - Provide governance, documentation

and reporting on automation benefits and KPIs. Required Skills & Experience - 8+ years in IT infrastructure with strong automation leadership experience. - Expertise in ServiceNow ITOM, monitoring tools (Centreon, Azure Monitor), and end-user automation (Nexthink). - Hands-on experience with scripting and automation tools (PowerShell, Python, Ansible, Intune, SCCM). - Strong analytical skills with ability to turn trend data into actionable automation use cases. - Excellent communication and stakeholder-management capabilities. - ITIL understanding; relevant certifications (ServiceNow, Nexthink, cloud) preferred. Success Indicators - Reduction in alert noise and incident volumes - Increased automation coverage for remediation and routine tasks - Improved digital employee experience - Clear and measurable automation ROI delivered quarterly