ServiceNow Solution Architect

The Service Now Solution Architect (IT Operations Platform) is accountable for the end-to-end architecture, governance, and evolution of the organization’s IT Operations platform, spanning ITSM, ITOM, CMDB/service model, observability integrations, and Now Assist (GenAI).

This role ensures Service Now operates as the system of record and execution control plane for IT Operations, enabling service-aware operations, faster incident recovery, reduced outages, improved change success, and AI-assisted productivity, while maintaining platform scalability, security, compliance, and upgradeability.

Delivering AI driven conversational and GenAI solutions that transform IT Operations productivity, self service adoption, and incident resolution outcomes.

This role requires strong customer-facing capabilities, including architecture defense, RFP solutioning, and leadership of onshore and offshore solution and delivery teams.

• 10+ years in IT Service Management / IT Operations solution delivery
• 10+ years enterprise Service Now experience across ITOM, Now Assist, and CMDB
• Strong understanding of major incidents, change risk, problem prevention, and service reliability
• Proven capability integrating observability platforms with Service Now workflows
• Executive communication skills with strong governance and design authority mindset
• Proven experience designing and rolling out Now Assist / GenAI-enabled workflows
• Strong working knowledge of:
• ITOM & CMDB (service/CI context, event impact awareness)
• Now Assist
• Experience integrating conversational AI with automation and enterprise workflows
• Ability to communicate AI solution value clearly to operations and leadership

(at least one of the below)

• Service Now CSA, CIS ITOM, Virtual Agent / Now Assist experience, ITIL v4; exposure to AIOps and automation frameworks.