Senior ServiceNow AI Architect

Roles & Responsibilities:

• Design and continuously improve standard-oriented ServiceNow solutions in close collaboration with process owners, product owners, and platform stakeholders.
• Translate business needs into clear functional and technical requirements, ensuring alignment with platform standards, compliance, governance, and lifecycle requirements.
• Own holistic solution architecture across ServiceNow products, integrations, data flows, and operating processes.
• Ensure security, quality, scalability, maintainability, and operational stability of the managed products and solutions.
• Collaborate across ServiceNow product teams, enterprise architecture, security, data, and business stakeholders to deliver integrated platform capabilities.
• Actively contribute to the DevOps product team by improving delivery practices, platform usage, documentation, and operational processes.

AI Responsibilities

• Define and evolve the ServiceNow AI architecture, including Now Assist, GenAI capabilities, Predictive Intelligence, Virtual Agent, and AI-powered workflows.
• Identify, evaluate, and implement AI use cases that improve user experience, automation, knowledge quality, ticket resolution, and decision support.
• Ensure responsible, compliant, transparent, and secure AI usage in line with ZEISS governance, data privacy, and ethical AI requirements.
• Integrate ServiceNow AI capabilities with enterprise data sources, knowledge bases, APIs, and approved external AI or ML services.
• Optimize prompts, model usage, data quality, and operating processes to achieve scalable, cost-efficient, and measurable business value.
• Enable product teams through guidance, mentoring, and practical standards for AI-enabled ServiceNow solutions.

Education & Work Experience

• Completed degree in computer science, business informatics, engineering, or a comparable qualification.
• Extensive professional experience as a ServiceNow Solution Architect, Application Specialist, Business Analyst, or comparable role in a global enterprise environment.
• Proven experience in designing, implementing, and operating ServiceNow solutions, ideally including AI-enabled capabilities.
• Strong experience in ServiceNow implementation projects, stakeholder management, and integration of external systems.
• Experience in agile or hybrid delivery models, with strong teamwork, ownership, and result orientation.
• ServiceNow development or full-stack development knowledge is advantageous.

Required Skills & Expertise

• ServiceNow platform architecture, configuration, development concepts, and lifecycle management.
• Practical knowledge of ServiceNow AI capabilities such as Now Assist, GenAI, Predictive Intelligence, Virtual Agent, NLP/NLU, and automation use cases.
• Understanding of AI/ML concepts, prompt engineering, AI governance, data quality, and responsible AI operations.
• Experience with integrations, APIs, enterprise data sources, knowledge management, and data pipelines for AI-enabled use cases.
• Ability to translate business requirements into scalable, secure, maintainable, and standard-oriented ServiceNow solutions.
• Strong communication, consulting, analytical thinking, and stakeholder management skills.
• ITIL Foundation and project management certification are advantageous.