ServiceNow Architect - Now Assist & AI Solutions

About the Role :

As a ServiceNow Architect focused on Now Assist and AI-led transformation, you will drive the design and delivery of intelligent, scalable, and governed ServiceNow solutions for large enterprises. You will play a critical role in enabling organizations to transition from traditional workflows to AI-augmented operations, leveraging ServiceNow's Now Assist ecosystem, AI Agents, and platform intelligence capabilities. This role requires a strong balance of architecture, hands-on expertise, and a consulting mindset, with the ability to translate business problems into enterprise-grade AI solutions aligned with governance and security standards.

Key Responsibilities :

- Lead end-to-end architecture and delivery of AI-powered ServiceNow solutions with a focus on Now Assist and intelligent automation

- Define and implement AI architecture patterns including AI Agents, agentic workflows, and skill-based orchestration using Now Assist SkillKit

- Drive adoption of Now Assist across key workflows such as ITSM, HRSD, and Virtual Agent to improve productivity, resolution time, and user experience

- Architect and govern Predictive Intelligence and Task Intelligence solutions for classification, routing, and recommendations

- Establish and enforce AI governance frameworks including access controls, data boundaries, and segregation models

- Define integration strategies with enterprise AI ecosystems such as Now LLM and Azure OpenAI ensuring secure and compliant data exchange

- Ensure alignment with enterprise architecture, security, risk, and compliance standards

- Collaborate with business stakeholders to identify and deliver high-value AI use cases

- Develop architecture artifacts and design documentation across business, technical, and security domains

- Provide technical leadership, guide developers, review implementations, and mentor junior team members

Key Skills and Qualifications :

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

- Proven experience delivering enterprise-scale ServiceNow solutions

- Hands-on experience with Now Assist (GenAI), AI Agents, Now Assist SkillKit, Virtual Agent, Predictive Intelligence, and Task Intelligence

- Strong understanding of ServiceNow platform architecture including ITSM and/or HRSD

- Experience with REST APIs, Integration Hub, and integration patterns

- 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

- Ability to design scalable, governed, and reusable solutions

Preferred Qualifications :

- Experience integrating ServiceNow with enterprise LLM platforms such as Now LLM and Azure OpenAI

- Exposure to AI governance, risk, and compliance frameworks

- Experience in multi-region or multi-business unit environments

- ServiceNow certifications such as CSA, CAD, and Certified Technical Architect (CTA preferred)