We are looking for an experienced ServiceNow Architect – AI to lead the design and delivery of AI-driven solutions on the ServiceNow platform. This role requires strong hands-on experience across ServiceNow implementations, combined with deep exposure to ServiceNow AI capabilities and enterprise-scale solution architecture.

The architect will play a key role in shaping intelligent workflows, mentoring engineering teams, and delivering scalable, high-quality solutions aligned with business objectives.

Key Responsibilities

• Engage with business users, IT teams, and stakeholders to gather functional and technical requirements.
• Architect, design, and deliver AI-enabled solutions on the ServiceNow platform.
• Implement and optimize AI-driven capabilities such as Virtual Agent, Predictive Intelligence, Performance Analytics, and Now Assist.
• Design conversational workflows, AI-assisted case summarization, resolution recommendations, and automation use cases.
• Lead solution design across ServiceNow modules including ITSM, ITOM, CSM, and HRSD.
• Define and enforce technical standards, best practices, and reusable design patterns.
• Provide technical leadership and mentorship to senior and junior engineers.
• Oversee application development lifecycle activities including design, development, testing, debugging, deployment, and documentation.
• Design and implement integrations using REST/SOAP APIs, MID Server, and cloud-to-cloud integrations.
• Work with CMDB, Discovery, Service Mapping, Event Management, and impact analysis rules.
• Support UAT activities and promote update sets across ServiceNow environments.
• Ensure stability of delivered solutions and support resolution of production issues related to the implemented scope.
• Collaborate with platform technical leads to ensure consistency and adherence to shared architectural patterns.

Required Experience & Skills

• 6+ years of experience in ServiceNow implementation, development, administration, or architecture.
• Hands-on experience across two or more ServiceNow modules (e.g., ITSM, ITOM, CSM, HRSD).
• Strong expertise in ServiceNow AI and automation features, including Now Assist.
• Experience implementing AI-driven use cases that improve service efficiency and decision-making.
• Strong ServiceNow scripting skills:
• Business Rules
• Client Scripts
• Script Includes
• Scripted REST APIs
• UI Builder / UI customization
• Experience with enterprise integrations using REST, SOAP, and ETL/data extraction technologies (JDBC/ODBC).
• Proven experience with CMDB, Discovery, Service Mapping, Workflows, Service Catalog, and asset-related modules.
• Ability to lead technical discussions, perform impact assessments, and design scalable solutions.
• Comfortable working in fast-paced, complex enterprise environments.

Preferred Qualifications

• Experience designing or contributing to AI frameworks, accelerators, or reusable AI/IP solutions on ServiceNow.
• Exposure to GenAI-based solution design within ServiceNow.
• Strong architectural mindset with the ability to balance strategy and hands-on delivery.

Education

• Bachelor’s or Master’s degree in Computer Science, Information Technology, AI/ML, or a related field.

Certifications (Preferred)

• ServiceNow CSA
• ServiceNow CAD
• ServiceNow CTA
• ITIL Foundation
• Willingness to pursue advanced ServiceNow certifications and accreditations

Why This Role Is Attractive

• Architect-level ownership with strong AI exposure
• Opportunity to work on enterprise-scale ServiceNow AI implementations
• Balance of solution design, AI innovation, and hands-on leadership