Job Summary :

We are looking for an experienced ServiceNow AI Architect with 8+ years of hands-on experience across the ServiceNow ecosystem and designing, developing, and leading enterprise-grade ServiceNow AI implementations.

The ideal candidate should have strong expertise and extensive prior experience designing, developing and deploying high impact AI solutions over the last 3 years that deliver significant measurable business value.

The role requires a mix of deep technical skills, functional understanding, and strong logical & reasoning capabilities to design scalable, automated, and AI-driven solutions.

Key Responsibilities :

- Lead end-to-end ServiceNow solution design and development for enterprise AI use cases.

- Thought Leadership for automation use cases and improved user experience leveraging AI and develop appropriate metrics for value derived.

- Deep understanding of ServiceNow AI architecture, LLMs, MCP Servers/clients and implementation patterns.

- Architect and develop advanced Virtual Agent & Agent based solutions, including conversational flows, integrations, and AI-driven responses.

- Design and implement GenAI and Agentic AI use cases (e.g., auto-resolution, intelligent decisioning, autonomous workflows).

- Vast experience developing custom AI agents using ServiceNow Agent Studio.

- Build and optimize solutions using Workflow Data Fabric (WDF) for seamless data orchestration across platforms.

- Act as a core developer for ITSM, ITOM modules (Incident, Problem, Change, Request, Event, Discovery, CMDB) with expertise on Predictive Intelligence, AI/ML data modelling & Platform Analytics.

- Develop custom applications using App Engine Studio, scripting, and familiarity with data models, UI policies, business rules, and APIs.

- Implement Creator Flow / Flow Designer workflows with approvals, integrations, and exception handling.

- Co-ordinate with internal/external stakeholders for development of user stories, configurations and get it delivered on agreed timeline.

Technical Skills :

7+ years of hands-on ServiceNow development experience and 2+ years specialization in AI use case development and deployment.

- Virtual Agent : Topic design & conversation flows, VA Designer & NLU models, Context handling and dynamic routing.

- GenAI / Now Assist / Otto : Prompt engineering, AI-assisted case categorization, summarization, Knowledge article generation & response drafting.

- Agentic AI / Build Agent : Multi-step autonomous workflows, Decision-based execution, Build Engineering (Component, Apps etc.).

- Workflow Data Fabric (WDF) : Federated data access, External data orchestration.

- Predictive Intelligence : Configuration and tuning of classification, similarity, and clustering models, Model lifecycle management, Understanding of ML thresholds, confidence scores, fallback logic.

- Platform Analytics : Design KPI, Metrics, Indicators, Breakdowns, Time series analysis, Predictive forecasting, Anomaly detection, Advanced Dashboard & Reporting.

- ITSM, AppEngine Core modules : Creator Flow / Flow Designer, App Engine / App Engine Studio.

- Advanced scripting skills : JavaScript, Glide APIs, Script Includes, Business Rules, Client Scripts, UI Actions, Macros, REST / SOAP integrations, IntegrationHub, Spokes, Strong understanding of ServiceNow data model and CMDB.

Functional & Behavioural Skills :

- Strong functional understanding of ITSM, ITOM processes, Custom App Designing.

- Excellent logical thinking and reasoning skills.

- Ability to design solutions, not just configure features.

- Strong problem-solving and analytical capabilities.

- Experience working in agile / hybrid delivery models.

- Ability to communicate technical concepts to non-technical stakeholders.

- Leadership mindset with mentoring and guidance experience.

Desired Credentials / Knowledge :

- ServiceNow CIS-ITSM, CSA, CAD, AI credentials or any other mainline & micro certification.

- NOW Platform Development & Administration.

- ITIL v4 Certified.