Job Description & How to Apply Below
We are seeking a strong and seasoned Service Now Architect with deep expertise in AI-driven capabilities within the Service Now 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 Service Now solutions aligned with enterprise architecture standards.
Key Responsibilities
Lead end-to-end architecture and design of Service Now 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 Service Now 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 Service Now 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 Service Now.
Proven experience as a Service Now 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 Service Now platform architecture, scripting (Business Rules, Script Includes, ACLs, Flow Designer).
Experience with integration technologies (REST, SOAP, MID Server, Integration Hub).
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.
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