Solution Architect ServiceNow Service Portal and AI Engineering

Service Portal and AI Engineering

New Rocket is looking for a hands-on Solution Architect who combines a strong web development background, deep Service Now Service Portal expertise, and applied AI skills to build exceptional digital experiences and practical AI solutions.

You will work directly with customers across Service Portal architecture and Forward Deployed AI Engineering engagements. Whether leading a complex portal implementation, building an AI-powered application, or connecting the two, you will translate business needs into thoughtfully designed, reliable software—from discovery through production.

• Architect and build responsive, accessible Service Portal and AIUX framework experiences, including custom widgets and scoped applications.
• Translate high-fidelity designs into polished interfaces with close attention to layout, typography, interaction, and responsive behavior.
• Lead discovery, technical design, estimation, demonstrations, and customer delivery conversations.
• Design and build AI applications and agentic workflows using Claude or comparable LLM platforms, enterprise APIs, and customer data.
• Implement retrieval, tool calling, structured outputs, and human review where appropriate.
• Build and integrate frontend experiences, backend services, and enterprise systems within and beyond Service Now.
• Design for reliable operation through appropriate testing, evaluation, observability, and failure handling.
• Own technical delivery through deployment, troubleshooting, documentation, and operational handoff, managing technical risks, scope, and quality.
• Evaluate AI quality, security, latency, and cost; exercise judgment about when to use AI versus deterministic automation.
• Contribute reusable components and delivery patterns, review code, and mentor engineers.

• Five or more years of software engineering experience, including substantial hands-on web development, Service Now development, and customer-facing technical leadership.
• Demonstrated experience architecting and delivering complex Service Portal solutions using JavaScript, AngularJS, HTML, CSS/SCSS, and Bootstrap.
• Strong web development fundamentals, including modern JavaScript/Type Script, frontend architecture, state management, and API integration.
• Strong understanding of Service Now architecture, server-side scripting, scoped applications, data models, access controls, and integrations.
• Sound judgment about configuration versus customization, with attention to platform upgradeability and long-term maintainability.
• Full-stack engineering capability extending beyond Service Now, including backend services, APIs, and cloud deployment.
• Hands-on experience designing and building LLM-powered applications or agentic workflows, with an understanding of the requirements for reliable production deployment.
• Practical knowledge of prompting, context management, retrieval, tool use, structured outputs, and evaluation.
• Ability to protect enterprise data, enforce user and system permissions across retrieval and tool execution, and troubleshoot model and integration behavior.
• Strong design judgment and attention to accessibility, performance, and maintainability.
• Clear communication with business and technical stakeholders, and comfort turning ambiguous requirements into working software.
• CCA-F certification, or readiness and commitment to earn it shortly after joining.

• Production delivery of customer-facing AI applications and agentic workflows.
• Claude, Anthropic APIs, MCP, and AI-assisted development tools.
• Python, modern frontend frameworks, automated testing, and CI/CD.
• Now Assist, Service Now AI Agents, and enterprise search.
• Service Now CSA or CAD certifications, or equivalent demonstrated expertise.

You lead architecture and remain hands-on throughout Service Portal and applied AI engagements, combining thoughtful technical decisions, polished user experiences, and reliable engineering. You earn customer trust, deliver measurable business results, and contribute reusable capabilities that improve the speed and quality of New Rocket’s delivery. You hold CCA-F certification or earn it shortly after joining.

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New Rocket is committed to a diverse and inclusive workplace. We value and celebrate diversity, believing that every employee matters and should be respected and heard. We are proud to be an equal opportunity workplace and affirmative action employer, committed to providing…