Technical Solution Architect – ServiceNow GenAI

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

Required Skills & Experience

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)