ServiceNow AI Architect

Job Description
We are seeking a Level 4 Service Now AI Architect (with experience in designing and developing the Now Assist based AI solutions) to lead solution architecture, design, and delivery for AI-enabled transformation solutions based on Service Now Now Assist platform. This is a hands-on, client-facing role requiring deep technical expertise across Service Now AI platform, Agentic AI, and enterprise integrations.

The role focuses on end-to-end architecture ownership for specific work streams or towers, working closely with clients, onsite stakeholders, and offshore delivery teams to enable intelligent automation and AI-driven workflows.

• Architecture & Delivery Ownership
• Drive the solution architecture and technical design for identified use cases with Service Now Now assist AI platform as the basis.
• Build, deploy and operationalize Now Assist AI Agents and integrations using Service Now AI Studio.
• Define (in coordination with customer) enterprise architecture vision for:
• • Agentic AI adoption
  • AI governance (AI Control Tower)
  • Platform integration strategy
• Lead multi-tower transformation programs (ITSM, ITOM, ITAM) as required for AI enablement
• Architect cross-platform AI ecosystems:
• • Service Now + AWS Bedrock / Azure Foundry
  • Multi-agent orchestration (MCP, A2A)

• Implement and optimize Now Assist capabilities, including:
• • Custom skills development
  • OOTB skill enhancements
  • AI agent workflows and instruction tuning
  • Security and governance guardrails
• Work extensively on:
• • Workflow Data Fabric
  • Automation Engine
  • Knowledge Graph-driven workflows

• Design and guide implementation of integration solutions, including:
• • Workflow Data Fabric-based integrations
  • REST APIs and Scripted APIs
• Enable cross-platform AI integrations, connecting Service Now with:
• • AWS Bedrock
  • Azure AI Foundry
  • MCP and Agent-to-Agent (A2A) frameworks

• Provide technical leadership to offshore teams, ensuring quality, scalability, and adherence to standards.
• Establish standards, guardrails, reusable frameworks, Own solutioning
• Review designs, code, and deployments to ensure best practices and performance optimization.
• Collaborate with cross-functional teams to deliver end-to-end solutions across service towers

• Act as a primary technical interface for client stakeholders
• Primary interface for:
  Delivery Director / Enterprise Architects
• Leads:
  Transformation roadmaps
• Participate in:
• • Solution workshops
  • Technical design discussions
  • Demos and walkthroughs

Core Technical Skills

AI & Automation

• Hands-on experience with:
• • Service Now Now Assist (custom + OOTB skills)
  • AI Studio and AI Agent development
• Working knowledge of:
• • Agentic AI patterns
  • AI orchestration and guardrails

Service Now Expertise

• Strong hands-on experience in:
• • ITSM, ITOM (Event Management)
  • CMDB, Discovery, Service Mapping
  • Platform workflows and Automation Pro
• Deep understanding of Service Now platform architecture and extensibility

Integration & Data

• Strong expertise in:
• • APIs and Scripted APIs
  • Workflow Data Fabric
• Working knowledge of:
• • Knowledge Graphs
  • Enterprise data orchestration

Preferred Skills

• Exposure to AI Control Tower concepts
• Experience with multi-agent ecosystems (MCP, A2A protocols)
• Integration experience with hyperscale AI platforms (AWS / Azure)
• Familiarity with Service Now playbooks and Ansible integrations

Key Competencies

• Hands-on Architecture Leadership – Designs and implements solutions, not just conceptual oversight
• Proven track record in Service Now/Now Assist AI implementations and integrations
• Delivery Ownership – Owns outcomes for a module/tower within a larger program
• Technical Depth – Deep platform and integration expertise with the ability to troubleshoot and guide builds
• Client Interaction – Confident engagement with mid-level client stakeholders
• Team (Leadership) – Guides offshore teams, ensures execution quality
• Strong mix of:
• • Solution architecture + hands-on development
  • Client-facing delivery experience

Salary Range:

$158,800-$208,500 a year