ServiceNow Technical Architect
Key Responsibilities:
- Lead the end-to-end architecture and design of ServiceNow solutions across ITSM, ITOM, HRSD, CSM, or other modules, with a strong focus on native AI/ML capabilities and workflow data orchestration.
- Architect and implement AI-powered workflows using ServiceNow's Now Assist platform, including:
- Now Assist AI Agents
- AI Search for contextual, intent-based search experiences
- Predictive Intelligence for classification, prioritization, and routing
- Task Intelligence for process optimization
- Natural Language Understanding (NLU) and Natural Language Query (NLQ) for enhanced self-service
- Now Assist Skill Kit and Data Kit for building reusable AI logic and structured data extraction
- Leverage Workflow Data Fabric to unify, virtualize, and model enterprise data for scalable AI/ML workflows and insight-driven automation.
- Use AI Control Tower to govern, monitor, and optimize performance of all deployed AI models and capabilities.
- Collaborate with cross-functional business and IT teams to identify intelligent automation opportunities, improve service delivery, and enhance operational efficiency using AI-driven ServiceNow solutions.
- Define and document ServiceNow architecture standards, reusable patterns, and platform best practices, aligning them with enterprise IT, data, and AI strategies.
- Provide technical leadership and mentoring to ServiceNow developers, AI engineers, and platform administrators.
- Lead complex ServiceNow platform upgrades, AI-enablement initiatives, migrations, and integrations with third-party platforms (e.g., Azure OpenAI, AWS Bedrock, Google Vertex AI).
- Ensure compliance with enterprise data governance, security, and AI ethics policies across all intelligent automation solutions.
- Continuously evaluate and integrate GenAI capabilities, including Now Assist and external LLMs, to enhance user experiences, employee productivity, and decision-making.
- Stay informed of ServiceNow's evolving AI/ML roadmap, including new OOTB features and plugins, and provide strategic recommendations to key stakeholders.
Required Skills and Qualifications:
- 15+ years of overall IT consulting and architecture experience.
- 10+ years of hands-on experience with ServiceNow platform architecture, solution design, and enterprise deployments.
- 3+ years working with AI/ML technologies within or outside ServiceNow including predictive analytics, NLP, GenAI, chatbots, and intelligent process automation.
- In-depth knowledge of ServiceNow modules such as ITSM, ITOM, CMDB, HRSD, and CSM.
- Proven hands-on experience with ServiceNow's native AI tools, including:
- Now Assist, Virtual Agent, AI Search
- Predictive Intelligence, Task Intelligence
- NLU/NLQ, Performance Analytics
- Workflow Data Fabric
- AI Control Tower
- Experience integrating external AI services (e.g., Azure AI, AWS SageMaker, Google Vertex AI) into ServiceNow.
- Proficient in JavaScript, REST/SOAP APIs, and both client/server-side ServiceNow scripting.
- Experience with cloud-native architecture, CI/CD pipelines, and DevOps practices for the ServiceNow ecosystem.
- Strong communication, stakeholder management, and leadership skills, with a consultative mindset.
- ServiceNow CSA and at least one CIS certification (e.g., ITSM, HRSD, or CSM) required.
- Bachelor's or Master's degree in Computer Science, Information Systems, or a related field.
