ServiceNow AI Architecture & Solution Design

We are seeking a Senior Service Now AI Architect to drive AI innovation, rapid business impact,

and scalable enterprise adoption across the Service Now platform. This role will focus on

identifying and delivering practical AI use cases that create measurable operational

improvements while establishing long-term architecture standards and governance.

The ideal candidate combines deep Service Now platform expertise with strong understanding of

enterprise AI capabilities, workflow automation, and AI strategy. This individual will partner

closely with business stakeholders, platform engineering teams, enterprise architects, and the

GCP AI Architecture team to define and execute the broader enterprise AI strategy.

This role requires balancing quick wins with scalable architecture decisions, including evaluating

build-vs-buy opportunities across Service Now native AI capabilities, third-party AI platforms, and

custom enterprise AI services.

• Partner with the GCP AI Architect and enterprise architecture teams to define and execute the overall enterprise AI strategy.
• Help establish Service Now’s role within the broader enterprise AI ecosystem and platform roadmap.
• Evaluate emerging AI technologies, Service Now AI capabilities, and vendor offerings to determine best-fit solutions.
• Drive build-vs-buy decisions balancing speed, scalability, governance, maintainability, and business value.

• Work closely with business and operations teams to identify high-impact AI opportunities across ITSM, ITOM, HRSD, CSM, Sec Ops, and workflow automation.
• Rapidly prototype and deliver AI-enabled solutions that improve productivity, automation, employee experience, and operational efficiency.
• Focus on practical enterprise AI adoption with measurable business outcomes rather than experimental AI initiatives.
• Help prioritize AI investments based on feasibility, value realization, and enterprise scalability.

• Service Now Now Assist
• GenAI capabilities within the Service Now ecosystem
• Design reusable patterns and frameworks for AI-powered workflows, virtual agents, copilots, and intelligent automation.
• Establish architecture standards and governance for AI implementations on the Service Now platform.
• Ensure AI solutions align with enterprise security, compliance, and operational requirements.
• Collaborate with GCP AI platform teams to integrate enterprise AI services and models into Service Now workflows and experiences.
• Design secure integrations between Service Now and enterprise systems including Salesforce, GCP AI services, data platforms, and internal APIs.
• Help standardize AI orchestration, API usage, and enterprise integration patterns across platforms.
• Enable scalable consumption of enterprise AI capabilities within Service Now applications.

• Help define governance standards for AI usage within Service Now.
• Ensure AI implementations follow enterprise security, privacy, compliance, and responsible AI guidelines.
• Implement guardrails around data access, PII handling, prompt governance, and human oversight.
• Partner with security and risk teams to operationalize AI governance practices.

• Enable platform and development teams through reusable frameworks, templates, standards, and best practices.
• Provide technical leadership and guidance on AI solution design and implementation.
• Help establish scalable operational models for managing AI solutions in production.
• Drive adoption of enterprise AI capabilities across Service Now product teams.

• 8+ years of Service Now platform architecture and engineering experience.
• Strong expertise across core Service Now modules such as ITSM, ITOM, HRSD, CSM, Sec Ops, and platform workflows.
• Hands-on experience with:
  Service Now Now Assist
• Experience designing enterprise workflow automation and platform integrations.
• Strong understanding of AI/GenAI concepts and enterprise AI adoption patterns.
• Experience evaluating build-vs-buy technology decisions.
• Strong collaboration skills across architecture, engineering, business, and operations teams.
• Excellent communication and stakeholder management skills.

• Experience integrating Service Now with enterprise AI platforms such as GCP Vertex AI,
• Familiarity with AI orchestration, RAG, copilots, and agentic workflows.
• Experience defining enterprise AI governance and operating models.
• Service Now Certified Technical Architect (CTA) or equivalent certifications preferred.