ServiceNow AI Agent Architect (Now Assist)

Role Summary :

We are seeking a ServiceNow AI Agent Architect with deep platform development and enterprise implementation experience to lead AI-enabled ServiceNow transformations. The architect will design, develop, and deploy AI Agents using Now Assist and AI Agent Studio to automate ITSM, ITOM, HRSD, CSM, and enterprise workflows, and will integrate ServiceNow with Azure OpenAI, Microsoft Copilot, and enterprise knowledge sources. The role carries responsibility for AI governance, security, and responsible AI practices, alongside leading strategy workshops and mentoring development teams.

Key Responsibilities :

- Design, develop, and deploy AI Agents to automate ITSM, ITOM, HRSD, CSM, and enterprise workflows.

- Implement AI-powered capabilities including ticket summarisation, knowledge generation, intelligent recommendations, and conversational AI.

- Build and optimise Agentic AI workflows using Flow Designer, Integration Hub, Virtual Agent, and Automation Engine.

- Integrate ServiceNow with Azure OpenAI, Microsoft Copilot, REST APIs, and enterprise knowledge sources.

- Define AI governance, security, compliance, and responsible AI practices across ServiceNow solutions.

- Lead AI strategy workshops, solution design sessions, and stakeholder engagements with business and technical teams.

- Mentor development teams and provide technical leadership for AI-enabled ServiceNow transformations.

- Drive business outcomes through automation, improved user experience, operational efficiency, and enhanced service delivery.

Tech Stack & Requirements :

- 10+ years of experience in ServiceNow platform development, architecture, and enterprise implementations.

- Hands-on experience with ServiceNow Now Assist, AI Agent Studio, Generative AI, and Agentic AI solutions.

- Experience automating ITSM, ITOM, HRSD, and CSM workflows on the ServiceNow platform.

- Experience with Flow Designer, Integration Hub, Virtual Agent, and Automation Engine.

- Experience integrating ServiceNow with Azure OpenAI, Microsoft Copilot, and REST APIs.

Preferred Certifications :

- ServiceNow Certified System Administrator (CSA).

- ServiceNow Certified Application Developer (CAD).

- ServiceNow CIS - ITSM.

- ServiceNow Micro-Certification : Generative AI.

- ServiceNow Agentic AI Certification.

- ITIL v4 Foundation.

Qualifications :

- Bachelor's / Master's degree in Computer Science, Engineering, or a related field (or equivalent experience).