Description :

About The Role :

The ServiceNow Architect Now Assist & AI Solutions is a strategic and hands-on role focused on designing and delivering AI-powered, scalable, and governed solutions for large enterprises. This role enables organizations to transition from traditional workflows to AI-augmented operations by leveraging ServiceNows Now Assist ecosystem, AI agents, and platform intelligence capabilities.

The architect will bridge business needs with advanced AI technologies, ensuring solutions are aligned with enterprise architecture, security, and governance standards. This role requires a strong mix of technical expertise, architectural thinking, and consulting capabilities to deliver impactful AI-driven transformation

Key Responsibilities :

AI Architecture & Solution Delivery :

- Lead end-to-end architecture and implementation of AI-powered ServiceNow solutions

- Design and implement AI architecture patterns including AI agents, agentic workflows, and intelligent automation

- Enable skill-based orchestration using Now Assist SkillKit

- Integrate out-of-the-box and custom AI capabilities within the ServiceNow platform

Now Assist & AI Adoption :

- Drive adoption of Now Assist across enterprise workflows such as ITSM, HRSD, and Virtual Agent

- Deliver measurable improvements in productivity, resolution time, and user experience

Intelligence & Automation :

- Architect and govern Predictive Intelligence and Task Intelligence solutions

- Enable intelligent classification, routing, and recommendation systems

AI Governance & Security :

- Define and enforce AI governance frameworks

- Implement role-based and attribute-based access controls

- Ensure data access boundaries, least-privilege principles, and segregation models (multi-entity environments)

Integration & Enterprise Alignment :

- Define integration strategies with enterprise AI ecosystems, including LLM providers (e.g., Now LLM, Microsoft Azure OpenAI)

- Ensure secure, compliant, and scalable data exchange

- Align solutions with enterprise architecture, risk, and compliance standards

Stakeholder Engagement & Consulting :

- Partner with business stakeholders to identify and prioritize high-value AI use cases

- Translate business requirements into scalable AI-driven solutions

Architecture Governance & Leadership :

- Develop architecture artifacts and detailed design documentation

- Provide technical leadership by guiding developers, reviewing solutions, and mentoring junior team members

Key Skills and Qualification :

ServiceNow & AI Expertise :

- 10+ years of experience within the ServiceNow ecosystem with strong architectural exposure

- Proven experience delivering enterprise-scale ServiceNow solutions

- Hands-on experience with Now Assist (GenAI), AI Agents, and agentic AI frameworks

- Experience with Now Assist SkillKit and custom AI skill development

- Expertise in Virtual Agent with AI integration

- Strong knowledge of Predictive Intelligence and Task Intelligence

Platform & Technical Skills :

- Deep understanding of ServiceNow platform architecture (ITSM and/or HRSD)

- Experience with integration patterns such as REST APIs and Integration Hub

- Strong knowledge of security models including ACLs, roles, and scoped applications

- Experience in data architecture and governance

- Working knowledge of AI/ML concepts, prompt engineering, and LLM-based solution design

Consulting & Leadership Skills :

- Strong ability to design scalable, reusable, and governed solutions

- Excellent stakeholder management and influencing skills

- Strong communication and presentation abilities to explain complex AI concepts

- Proven leadership in guiding teams across geographies

- Strong problem-solving, prioritization, and decision-making skills