Job Summary
We are seeking a strong and seasoned ServiceNow Architect with deep expertise in AI-driven capabilities within the ServiceNow ecosystem. The ideal candidate will have extensive hands-on experience in architecting and implementing advanced solutions leveraging Now Assist, Virtual Agent, Agentic AI, Predictive Intelligence, Task Intelligence, and AI Control Tower (AICT).
This role requires strategic thinking, strong technical leadership, and the ability to design scalable, intelligent ServiceNow solutions aligned with enterprise architecture standards.
Key Responsibilities
- Lead end-to-end architecture and design of ServiceNow platform solutions.
- Architect and implement AI-powered capabilities including:
- Now Assist
- Virtual Agent (Now Assist VA)
- Agentic AI
- Predictive Intelligence
- Task Intelligence
- AI Control Tower
- Define AI governance, model lifecycle management, and responsible AI implementation strategies.
- Design scalable integrations between ServiceNow and external enterprise systems.
- Provide technical leadership across ITSM, ITOM, HRSD, CSM, and custom applications.
- Establish best practices in platform architecture, performance optimization, security, and scalability.
- Mentor development teams and conduct architecture/design reviews.
- Collaborate with stakeholders to translate business requirements into AI-enabled ServiceNow solutions.
- Drive automation strategy using AI/ML and intelligent workflows.
- Ensure alignment with enterprise architecture and digital transformation initiatives.
Required Skills & Experience
- 10+ years of overall IT experience with 7+ years in ServiceNow.
- Proven experience as a ServiceNow Architect on large enterprise implementations.
- Strong hands-on expertise in:
- Now Assist & Generative AI capabilities
- Virtual Agent (Conversational AI)
- Agentic AI implementation
- Predictive Intelligence & ML model training
- Task Intelligence configuration & optimization
- AI Control Tower governance
- Strong knowledge of ServiceNow platform architecture, scripting (Business Rules, Script Includes, ACLs, Flow Designer).
- Experience with integration technologies (REST, SOAP, MID Server, IntegrationHub).
- Deep understanding of ITSM and enterprise workflows.
- Experience in AI governance, compliance, and risk frameworks.
- Strong Agile/SAFe delivery exposure.
- Excellent stakeholder communication and leadership skills.
