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We are looking for a Technical Solution Architect – ServiceNow GenAI to define and drive the architecture for AI-powered solutions on the ServiceNow platform.

This role is responsible for establishing the AI vision, architecture standards, and scalable design patterns, ensuring that all AI use cases are aligned with enterprise goals, secure, and production-ready.

You will work closely with Offering leadership, Solution Leads, and business stakeholders to translate AI strategy into a structured, scalable execution model.

Key Responsibilities

AI Architecture Strategy Ownership

Define the overall GenAI architecture roadmap for ServiceNow platform
Establish reusable AI design patterns, frameworks, and accelerators
Guide selection of use cases based on feasibility, scalability, and ROI
Ensure alignment with enterprise architecture and business strategy

ServiceNow GenAI Architecture Design

Architect solutions leveraging:

Now Assist
Predictive Intelligence
Virtual Agent
Flow Designer and IntegrationHub

Define end-to-end solution architecture including workflows, AI layers, and integrations
Ensure performance, scalability, and maintainability across implementations

AI Platform Integration Architecture

Define integration strategy with external AI/LLM platforms (e.g., Azure OpenAI)
Architect data flow, context grounding, and prompt orchestration layers
Design secure and scalable API and middleware interactions
Ensure proper handling of structured and unstructured data for AI use cases

AI Governance, Risk Compliance

Define enterprise standards for:

AI usage and governance
Data privacy and security
Model validation and monitoring

Establish frameworks to handle:

Hallucination mitigation
Bias control
Auditability and traceability

Drive adoption of human-in-the-loop controls

Technical Leadership Review

Provide architectural guidance to Solution Leads and development teams
Review and approve solution designs, integrations, and AI implementations
Identify risks early and drive mitigation strategies
Ensure adherence to best practices and platform standards

Stakeholder Engagement

Work with Offering Managers and business stakeholders to shape AI strategy
Lead architecture discussions, design reviews, and executive presentations
Translate complex AI and technical concepts into clear business outcomes

Experience

Required Skills Experience

10–15 years of overall experience in IT
Minimum 5+ years in ServiceNow architecture/technical leadership roles
Proven experience in multiple AI/GenAI implementations at scale
Experience designing enterprise-level solutions across multiple systems

ServiceNow Expertise

Deep expertise in ITSM / CSM architecture
Strong understanding of:

Platform data model
Workflow design and orchestration
IntegrationHub and APIs

Experience as a Solution Architect or Platform Architect

AI GenAI Capabilities

Strong hands-on and architectural experience with:

Now Assist
Predictive Intelligence
Virtual Agent

Deep understanding of:

Prompt engineering and optimization strategies
LLM integration patterns
AI lifecycle (design, deployment, monitoring, optimization)

Experience with external AI ecosystems (Azure OpenAI or similar)

Technical Skills

Strong understanding of system design, APIs, and cloud architecture
Knowledge of data architecture and AI data pipelines
Familiarity with security, compliance, and enterprise integration patterns

Leadership Communication

Strong executive communication and stakeholder management skills
Ability to influence architecture decisions across teams
Experience leading cross-functional technical teams

Preferred Qualifications

ServiceNow certifications (CSA, CIS, CAD, CTA preferred)
Experience in enterprise AI transformation programs
Exposure to multi-platform architecture (ServiceNow + external ecosystems)

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, national origin, status as a veteran, and basis of disability or any federal, state, or local protected class.